subscription not activated

Hi,
I took October 8 a free trial subscription but it was never active...
In the mail I received there are contradictory statements:

the first is : Your Avira subscription (number ....) is now active

The second is :
We regret to have to inform you that there has been a problem with the delivery
of your product. We are already looking for a solution regarding this technical problem.
If we have to contact the software publisher, it could take at most 1 or 2 more days. 
We will contact you immediately by e-mail as soon as we have the solution to the problem. 
We apologize for the inconvenience.

I haven't received any email since them and I would like to know how I could make a resiliation for that subscription the problem is that I can't access the client support because my subscription isn't active....

Thanks in advance

Also please note that I only have 1 email for my Avira account as I registred using my google account