Subscription purchased but not working
Abgeschlossen
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Hello Lina,
With the information provided to us, we cannot understand your request.
You write: "I bought an Avira Premium license for my IOS (24,99 €)",
then "on 16.04.2024 I bought Avira Prime in the Apple Store" and "the Avira subscription was Prime Mobile Trial" We cannot understand this information.You are writing here in the Avira Community, a publicly accessible forum. See Avira Community guidelines:
Avira Community Guidelines – Official Avira Support | Knowledgebase & Customer Support | Avira
The Avira Community is subject to the strict requirements of the General Data Protection Regulation. Unfortunately, questions about your licence, payment processing or installation can only be processed by the support team via your customer account in accordance with the General Data Protection Regulation, i.e. GDPR-compliant by email. Licences purchased in the Avira Online Shop are always automatically added to your Avira customer account and can be installed directly from there.
You write: "I bought Avira Prime in the Apple Store" - so your purchased licence should be stored in your Apple customer account and can be installed from there! Here, in this Avira customer account - there is no Avira licence stored under the email address you used. Please pay close attention to your order - to the OS where you ordered your subscription.
The digital assistant Mark drew 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."
You write that you bought from the Apple Store. Then the digital assistant cannot respond to your order in the Avira customer account in a satisfactory or even helpful way.Every subscription purchased in the Avira online store 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. A separate access code is not supplied.
Licences purchased in the Apple Store are stored in the Apple customer account and should be available for installation there after correct login.
https://support.apple.com/en-gb/102379
Please check your order and log in correctly so that your licence can be displayed and installed from there.Kind regards
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I have the same isaue. Still not yet resolved
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Hello Val,
You are writing here with a customer account that you created a few minutes ago. No license ordered yesterday is or can already be stored under this e-mail address or customer account - even if only for technical reasons!
Every subscription purchased in the Avira Online Shop is assigned to an Avira customer account, which is always assigned to the e-mail address used for the purchase and is automatically activated under this e-mail address.You are writing here in the Avira Community, a publicly accessible forum - an "user2user" forum. We have neither access to your Avira customer account and your Avira installation, nor to your purchased Avira license.
Here, the publicly accessible Avira Community is unfortunately no way to contact Avira Support. See the Avira Community guidelines: “How to create a post? ⇒ Details matter”Avira Community Guidelines – Official Avira Support | Knowledgebase & Customer Support | Avira
Premium customers with a valid license and correct registration can contact the Avira support team directly from the Avira customer account under “SUPPORT”; by email, support chat and (sometimes) telephone.
The digital assistant Mark also drew 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.” A satisfactory answer is only possible with correct registration.
The Avira Community is subject to the strict requirements of the GDPR and can only be processed in accordance with the requirements of the General Data Protection Regulation, i.e. GDPR-compliant by e-mail with your correct registration via Avira Support. Thank you for your understanding.
Kind regards
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