Confirmation problem

Abgeschlossen

Tamara Tóthi

• 2. November 2022 13:18

Dear Sir/Madam!
I have purchased the prime version of Avira on my computer. The purchase price was deducted from my account, but I have not received a confirmation e-mail, so I cannot activate the premium protection. What should I do in this case?

Thank you in advance,

Tamara Tóthi

Ja 0 Nein

• 

  Tamara Tóthi

  • 2. November 2022 13:21

  Also: I checked the spam folder and I didn't find the email there either. And what is also important: I created my profile after the problem appeared - after the transaction.

  Ja 0 Nein
• 

  pascha45

  • 3. November 2022 21:40

  Hello Tamara,

  You have 2 email addresses in your Avira customer account. Please log in to your customer account with the email address you used to order the license.
  Your subscription will only be displayed in your customer account with your access data, which you used when ordering. Each subscription purchased in the Avira online shop is assigned to a customer account, which is always assigned to the e-mail address used for the purchase and is automatically activated under this e-mail address. 

  Here, you can find instructions on how to install the Prime version:
  How do I purchase and install Avira Prime on cross-platforms? – Official Avira Support | Knowledgebase & Customer Support | Avira

  Questions about the license or the payment process can only be answered by the support team via your customer account by email in accordance with GDPR. The community is a public forum, unfortunately we do not have access to your customer account. https://my.avira.com/en/dashboard/support/tabs/support 

  If something is still unclear, please let us know, we will be pleased to help,

  Many greetings

  Ja 0 Nein
• 

  Tamara Tóthi

  • 9. November 2022 15:58

  Thank you for your reply!

  
  Unfortunately, I may have entered the wrong e-mail address when I purchased the premium version, so I don't have access to the account and it seems to me that I can't send a private message because of that. 
  I purchased the premium version by pre-installing the free version and then purchasing the premium version without an account. So I didn't even have a password at that time and I didn't receive a confirmation email. 

  Thank you in advance,

  Tamara Tóthi

  Ja 0 Nein
• 

  pascha45

  • 10. November 2022 07:45

  Hello Tamara,

  Unfortunately, we cannot follow your explanations of your problem.
  How did you install the free version? Do you not have an e-mail address for this installed version?
  Where did you purchase the license without an e-mail address? Did you buy the license from Avira in the online shop?
  Where and how did you pay for the license? Did you find a charge?
  We cannot trace an order of an Avira license Prime without correct and valid access data (e-mail address and the password you have chosen).
  Please log in to your customer account with the e-mail address and the password of the purchased Avira Prime license, from there your details can be checked. Unfortunately, we do not have access to your customer account here in the community.
  Every subscription purchased in the Avira online shop is assigned to a customer account, which is always assigned to the email address used for the purchase and is automatically activated under this email address. 
  Your subscription will only be displayed to you with your access data, which you used when ordering.
  Unfortunately, questions about the license or payment processing can only be handled by the support team via your customer account by e-mail in accordance with GDPR.

  Premium customers with a valid license and correct registration can contact the support team directly from their customer account under "SUPPORT". 

  We regret that we cannot provide you with any further information here - from the public forum - with your details.

  Many greeting

  Ja 0 Nein
• 

  Tamara Tóthi

  • 11. November 2022 09:17

  Hello,
  I downloaded the free version from the following website :
  https://www.avira.com/en/free-security
  After that, the free version already running offered me the option to buy the premium version and I decided to purchase the service. During the process I was asked for an email address, which I gave. After the first try, I received a response that they were unable to withdraw the required amount of money from my card, and I received a confirmation email to try again. Then the transaction itself was successful (they withdrew the money from my card) but I did not receive any confirmation email. It is possible that I may have misspelled my e-mail address the second time.
  Greetings,
  Tamara Tóthi

  Ja 0 Nein
• 

  Tamara Tóthi

  • 11. November 2022 09:29

  Besides:
  When the payment was not successful, I received an email from a company called Cleverbridge, who are supposed to be Avira's e-commerce partner. I also received a reference number related to the transaction.

  Ja 0 Nein

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