I must reinstall avira but I can´t access to my accout, and pasword recovery email is not sent

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Hernan Otero

• 15. Dezember 2023 22:09

I had to reinstall windows and of course Avira, I have paid the 99,99USD licence on febraury. When I try to enter to my account it says that pasword doesn´t match, I try pasword recovery but it never sends the recovery email. I created the user again using the same email but of course the payment is not related to that accout because is recently created. Thanks!! pd. sorry If I miss-spelled 

Ja 0 Nein

• 

  pascha45

  • 16. Dezember 2023 09:25

  Hello Hernan,

  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.

  You have stored  2  email addresses in your Avira customer account. Only the licence holder can set up the Avira customer account, the data should always be updated. The data can only be verified by the licence holder with whom the licence was purchased. Check whether you have also verified both. The licence will only be displayed in your customer account with the email address that was used to purchase the licence.

  Contact with support is only possible if the licence has been correctly registered. The digital assistant Mark draws your attention to this:  "I am here to help, but my assistance is limited to your subscription level."   and     "If you have an account, please log in for premium support services."
  Premium customers with a valid licence and correct registration can contact the support team directly from the customer account under "SUPPORT": via email, support chat and (in some cases) telephone.

  You are writing here in the Avira Community, a publicly accessible forum, we have neither access to your customer account nor to your installation. Unfortunately, questions about your Avira version and your installation can only be handled by the support team via your customer account by email in compliance 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

  Please check your email address that was used to purchase the licence and use it to log in to your Avira customer account, after which the confirmation emails will also be sent.

  Best regards and have a nice Sunday

  Ja 0 Nein

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