Automatic renewal? It's not clear to me...
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Hello Arnout,
Unfortunately, we cannot follow your information.
You are writing here in the community, a public forum, we have no information about your installed operating system, your installation and your Avira licence.
The Digital Assistant informed you to please log in using the email address with the stored licence. (chatbot is a stupid bot)
"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 automatic licence renewal settings can be checked by support.Premium customers with a valid licence and correct registration can contact the support team directly from the Avira customer account under "SUPPORT": via email, support chat and (partly) telephone.
Questions about your licence or Avira payment processing can only be processed by the support team via your customer account via email in a GDPR-compliant manner.
Unfortunately, questions about your Avira version and your installation can only be processed by the support team via your customer account via email in accordance with the General Data Protection Regulation. Unfortunately, the publicly accessible Avira Community does not provide a way to contact Avira Support directly.
See the Avira Community Guidelines:Avira Community Guidelines – Official Avira Support | Knowledgebase & Customer Support | Avira
Thank you very much for your understanding.
Kind regards
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If it is indeed true that as an paying antivirus Pro user I do not have access to customer service, then I find that incomprehensible and bizarre. Moreover, it is obliged in the Netherlands that a working email address and telephone number must be published on a company's website so that a customer can easily get in touch with the company or the company's customer service. That is absolutely not the case with Avira. It is terribly complicated to get in touch with customer service even though you have a paid Pro subscription. And as for the stupid chatbot, it only knows one trick and is absolutely not helpful.
The option that I see on the website to contact the support department via e-mail does not work, the form where you have to indicate certain choices with radio buttons is always only a quarter of a second visible and then disappears again. It is absolutely impossible to use that form and contact Avira by email via this web form. I have tried this in different browsers while logged into my Avira account It does not work in both browsers. I have a paid Avira Abtivirus PRO account.0 -
Hello Arnout,
You write: "My payment details do not show my last payment, but it does show one from 2018 for 3 years and 5 devices."
Unfortunately, we cannot comment on invalid and expired licences. Please log in with the access data of your last and active licence. This is the only way you can log in to your customer account and see your licences, which are now in question. Only the support team can answer your questions, but you must be correctly logged in. Avira is subject to the strict requirements of the General Data Protection Regulation. We will adhere to handling questions about the licence in a GDPR-compliant manner only via email with support.
We have already informed you about the guidelines of the publicly accessible Avira Community.You write: If I now choose to renew in my account, I get an "offer" for 1 year for €59.95 / First Year and then €104.95.
This information is for the Avira version Prime.You write: I have an Avira antivirus Pro account for 5 devices.
Of course, the prices for Avira Pro and Avira Prime are different - you are comparing different versions. It would be helpful to compare the prices of your Avira Pro version, i.e. the same product we are talking about here. We cannot follow your information.
Once again, here in the Avira Community, it is not possible to access your customer account and your installation. You can only get in touch with your access data (your email address with the password you have chosen) with which you have purchased your licence, registered and installed. Afterwards, your licence will be displayed under Subscriptions in your customer account.
The same applies to support and chat. Here, too, you will only receive a GDPR-compliant connection with your access data to your purchased licence.Premium customers with a valid licence and correct registration can contact the support team directly from the Avira customer account under "SUPPORT": via email, support chat and (partly) telephone.
Here - once more - is a description for you: "I have a paid Avira Abtivirus PRO account."
Kind regards
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It is unheard of that you cannot get direct contact with the helpdesk with a paid account for Avira antivirus Pro, but in any case I was not able to do so via the website, see above.
And as for comparing two different products, I once tried to get a copy of an invoice in an email exchange of 34 emails, but it didn't work. That's why I can't compare the right product. The antivirus Pro subscription for 5 devices seems no longer to exist and that's what I had.
In any case, it should be easy and clear on a website how to reach support and that is not the case if it is only assigned to people with a Premium account. Whatever that may be. I see Pro and Prime... no idea what a premium account is... And there you see, It's all terribly unclear.
I no longer see the antivirus Pro subscription anywhere on the website and the so-called Avira Internet Security bundle is for only 1 PC, so I don't know how I should compare that with antivirus Pro for 5 PCs and for 2 years, which is no longer anywhere on the website.0 -
Hello Arnout,
We have been informed that you have already contacted the Avira support team.
You will receive further information about your order from support, also to avoid double processing.Best regards
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