Can't use the app after update

Abgeschlossen

Vytas P

25. September 2023 09:54

Hi. I hope you are keeping well. I have an issue with my Avira app. After the upgrading it , it does not work anymore. I can open it, but once i click on connect it switches off. I have Unlimited account and it is up to date. Please assist as i can't use it on one of my devices ( Mac ) .

Kommentare

6 Kommentare

pascha45

27. September 2023 12:09
Hello Vytas,

We have already sent you an installation guide on 19/07/2013.

https://support.avira.com/hc/de/community/posts/17103799468433-Paid-for-the-monthly-subscription-but-the-account-shows-expired
Your reaction was that our information did not make sense. Unfortunately, your information about your request did not make sense to us, because the correct registration is mandatory. Only you know where you purchased which software with which e-mail address, the documents are only available to you. The publicly accessible Avira Community has no access to your access data, everything was already described on 19.07.23!
In addition, you have again contacted the support team via chat, (the first contact was denied by you!) although the Digital Assistant was already 2 x described and read by you:
"I am here to help, but my assistance is limited to your subscription level."
"If you have an account, please log in for premium support services."

Your description is typical for missing login data. Only with your access data (e-mail address and password), which you used when ordering, will your purchased licence be displayed under "Subscriptions" and you can install it directly and also connect to support.

We have already provided you with everything you need for correct registration on 19.07.23. Your ordered goods are ready for you and are fully available, you only have to register correctly.

Once again, each 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.

Questions about your Avira version and your installation can unfortunately only be dealt by the support team via your customer account by email in accordance with GDPR.

The Avira Community is not a way to contact Avira Support directly. See the Avira Community Guidelines:

Avira Community Guidelines – Official Avira Support | Knowledgebase & Customer Support | Avira

Thank you for your understanding.

Kind regards
0
Vytas P

27. September 2023 15:47
Hi,

Thanks for your reply, but it does not help.

My question was the following: I can't use the app after it was updated ( newer version released ) / updated in app store etc

I can log in into my Avira account using my contact details.

However it still shows that my subscription is expired ( after i paid for it and the app itself shows an active subscription)

This discrepancy stops me from contacting the support. If you will finally fix it, then i will keep communicating with the support.

Back to my issue. The app did not connect. It keeps connecting and nothing is happening:

My interent connection is stable and working perfectly.

Please resolve or help to resolve this ASAP
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Vytas P

27. September 2023 16:12
Just to add to this:

My both subscriptions are paid till next month and in my avira account i can see that they are expired, after i registered etc
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pascha45

27. September 2023 19:08
Hello Vytas,

this is the 3rd and last attempt to bring this to your attention again:
"Licences purchased in the Avira Online Shop are automatically activated under the email address used in the order. They will be displayed in the Avira customer account after receipt of payment and correct login." If they were not purchased in the Avira Online Shop - but in the Apple App Store - they cannot be displayed in the AVIRA customer account.

You yourself write: Both my subscriptions are paid until next month and in my Avira account I can see that they have expired after I have registered etc.

Your "Please resolve or help to resolve this ASAP"! Neither AVIRA Support nor here the AVIRA Community can make or resolve any changes in the APPLE APP STORE or an APPLE customer account, only you can - ASAP.

Also, a deposit can only be displayed by Avira if this order of the licence has been received by Avira.

Your information: "My question was the following: I can't use the app after it was updated (newer version released) / updated in "app store" etc"
Your "If you will finally fix it, then i will keep communicating with the support". We can't fix the problem, only you can with your correct login.

It would have been helpful if you - as we suggested - had also checked the order of the licence in your documents "updated in app store" there.

Kind regards
0
Vytas P

27. September 2023 19:21
Do you read what you wrote???
How can i contact your Technical Support if your page shows that my subscription expired and you can only contact tech support with active subscription via your page…. If I bought your licenses vis apple app store i still fu… bought them and you guys received the money. I don’t give a fu.. sh… about your relationships with apple, google or whatever i just need the licenses to work and get the support that i paid for.
All these conversations with such a useless people like you is a time waste. I will seithch to other vpn provider who at least can make their app work and not copy paste my frases.
Fu… useless bunch of idiots
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pascha45

27. September 2023 20:50
Hello Vytas,

Here you will find - for your information - the order VPN via the Apple App Store:

https://apps.apple.com/us/app/avira-phantom-vpn-wifi-proxy/id1112484006

Your picture:

Kind regards
0