Old account

Abgeschlossen

Joran Borloo

• 29. November 2023 10:57

Have an active subscription on an inactive account. I can no longer login to this account. I blocked the recurring payment on PayPal but i am unable to cancel the subscription. I want to delete this old account, cancel the subscription and get a refund. Why the *** cant we come in contact with support without an active subscription.. (and i actually have one.. just cant use it 🙄)

Ja 0 Nein

• 

  pascha45

  • 29. November 2023 15:12

  Hello Joran,

  Unfortunately, we are unable to create a picture with the information provided to us. Questions about your customer account or your installation can only be answered by Avira Support via email in accordance with the strict requirements of the General Data Protection Regulation, i.e. in compliance with the GDPR. In the Avira Community - here in a publicly accessible forum - we do not have access to your customer account or your installation from this public forum.

  When paying with PayPal, all necessary data should be available to you. 
  You can also cancel the cancellation with the data of the licence order via PayPal, which you have already placed. 

  At the bottom of this page you will find instructions on how to cancel your licence.

  

  Unfortunately, questions about your licence or payment processing can only be handled by the support team via your customer account by email in compliance with GDPR.
  Here, the publicly accessible Avira Community is unfortunately 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.

  Best regards

  Ja 0 Nein
• 

  Joran Borloo

  • 29. November 2023 17:39

  Avira Support via email is the problem.. this account has no premium so i cant contact them.. feels like a scam.

  My old account with the active subscription, can't remember the password. The mail adress used is also no longer in use so i can not reset it. Hence i can't cancel it either.. and i can't contact the support to explain.

  Ja 0 Nein
• 

  pascha45

  • 30. November 2023 09:45

  Hello Joran,

  Every licence holder is responsible for providing up-to-date and truthful information about their purchased subscription.

  Unfortunately, we cannot not comprehend with your statement "feels like a scam"!  False information in a contract is prohibited. If the information is correct and the contract data is updated, the feeling of "scam" should not occur 

  Everyone should be aware that contract documents must be deposited correctly by law. There are legal requirements for contracts!

  If you no longer know which password you chose and stored yourself, you may be understandably annoyed - but accusing others of a scam is incomprehensible!

  Have you tried using your order email address in the Avira access data, it is part of your access data for your licence, you do not want to write a new email with it. You can use it to request a new password, cancel your licence and get access to your contract data in your customer account. Please also check your PayPal documents, did you enter the delivery address during the PayPal order process?
  The contract holder is responsible for the personal data in concluded contracts, only he knows them!

  Every licence holder is responsible for providing up-to-date and truthful information about their purchased subscription.

  Unfortunately, we cannot agree with your statement "feels like a scam"!  False information in a contract is prohibited. If the information is correct and the contract data is updated, the feeling of "scam" should not occur !

  Everyone should be aware that contract documents must be filed correctly by law. There are legal requirements for contracts! If you no longer know which password you chose and stored yourself, you may be understandably annoyed - but accusing others of what feels like scam is incomprehensible!

  You write:  "My old account with the active subscription can no longer remember the password."
  In the Avira customer account, data is stored by the owner of the Avira subscription, only the owner is responsible for changing incorrect and non-updated information so that your old account can remember the password!

  Kind regards

  Ja 0 Nein
• 

  Joran Borloo

  • 30. November 2023 10:03

  Taking my money without giving me a decent option to contact anyone when something goes wrong is a scam.

  Having to pay to get help getting your money back is a scam.

  If you search the internet i aint the only one with client service problems but keep blaming your customers..

  Anyway not thanks to you but i found a more helpful person and problem is solved.

  Thanks for nothing though!

  Ja 0 Nein

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