Prime subscription didn't work and i'm not allowed to receive support.
Abgeschlossen
5 DAYS AGO I've activated the 60 days trial for prime inside my avira free security installed software.
i've got the 'normal' steps for subscription , including paypal / my bank successfull checks .
I've received a mail from your cleverfield/avira service saying there is a problem with the delivery of my order that will be solved within 2 days .
They also gave me my subsciption Number
But , no more information since .
Cant receive support by mail or phone because my license is not actived
Cant Cancel because the activation dont work
What to do ?
-
Hello Eric,
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 you can see the Avira Community Guidelines:Avira Community Guidelines – Official Avira Support | Knowledgebase & Customer Support | Avira
Access to your Avira customer account and Avira Support is only possible with the e-mail address with which you purchased the Avira license and correctly registered in your Avira customer account!
Have you added your delivery address to your PayPal payment details? See:
Have you checked your Cleverbridge e-mail address?
Have you ever ordered an Avira trial version? When was the last time you ordered an Avira trial?
You can only contact Avira Support using the email address you used to order the Avira license. Please check your own records and your e-mail addresses in your Avira customer account! Please enter the e-mail address with which the Avira license was ordered!
You are writing here with an e-mail address under which no Avira order is stored.
What do you mean by "I have activated the 60-day trial version for Prime in my Avira Free Security software?" Each Avira 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. You can only activate a purchased Avira license in your Avira customer account.
No Avira Prime trial version is ordered under the e-mail address used for this article. We are therefore unable to answer your question.Best regards and have a nice Sunday evening
0 -
Hello and thank you for your answer despite it is not useful
To answer your questions
My email adress is ok , i used the same here , in you shop , in paypal .
I tried to subscibe to your prime upagrade with 60 days trial through your free version.
Everything went well , shp , paypal and my bank validation .Then i received an email from your cleverbridge/avira service ( see below )
And of course I CANT access to avira support because an active licence is needed and YOU dont activate it despite i did everything well .
Please give me a usuable solution .Nous vous remercions pour votre commande
Chère/Cher ############,
Nous venons de renouveler automatiquement votre abonnement. Vous trouverez ci-dessous votre numéro de référence. Afin d’obtenir le service le plus rapide et le plus efficace, veuillez toujours avoir votre numéro de référence à portée de main lorsque vous contactez le service client d’Avira.
Votre abonnement Avira (numéro #########) est maintenant actif
Votre abonnement
Qté
Nom du produit
Livraison
1
Avira Prime (max. 5 devices)
Abonnement annuel
Livraison électronique
Nous regrettons de devoir vous informer qu'il y a eu un problème lors de la livraison de votre produit. Nous sommes déjà en train de chercher une solution concernant ce problème technique. Si nous sommes amenés à contacter l'éditeur du logiciel, cela pourrait prendre au maximum 1 ou 2 jours de plus. Nous vous contacterons immédiatement par e-mail dès que nous aurons la solution au problème. Veuillez nous excuser pour ce désagrément.
0 -
Hello Eric,
Your information is incomprehensible.
How can you install your Prime trial version, according to your description: “I tried to subscibe to your prime upagrade with 60 days trial through your free version.” How install?
Your description of this process is not understandable for us!
What do you want: the free version or the 60-day trial version? Your descriptions are impossible for us to understand.
In addition, you have not answered our question: "Have you ever ordered an Avira trial version? When was the last time you ordered an Avira trial?"
You have a reference number of your order. You have the email address you used to order this license.
Furthermore, you have a copy of all this! Please log in to your Avira customer account with your order details and the reference number. Only Avira Support can clarify the issue, which we cannot do here in a public forum, as we have no records of your order process. Your order of the trial version needs to be checked, there seems to be something wrong. Unfortunately, your descriptions are not comprehensible to us. Have you activated the license you ordered?"I have activated the 60-day trial version for Prime in my Avira Free Security software?"
"I've activated the 60 days trial for prime inside my avira free security installed software." ?Your: I have activated the 60-day trial:
once more : "... trial version for Prime in my Avira Free Security software?"
once more : "... trial for prime inside my avira free security installed software." ?You have already contacted Avira Support several times. Duplicate requests only prolong the processing time of the requests.
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 and have a nice weekend
0 -
Hi again
let's try again .
I usualy use the avira free security suite.Sometimes ( every year ) the app avira free security suite offers ton try avira prime for 60 days , this is what have done , i think you know this and this is understandable . Not my fault if i have to write here in an other language than you use for sales pages ( in perfect french )
this brings you to the prime subsciption page telling you you will be charged for a full year fee after the 60 days trial unless you cancel and ask for payment .
I've done it throught paypal with the same email adress of my avira account
when done i received the mail ( again to the same email adress ) you have in copy in the message up from avira/cleverbridge telling that my order is placed and you have a problem with the delivery.
When i check my avira account , i just can see the very old prime expired licence i used long time ago through the same process ( 60 days trial then yearly fee i canceled within the 60 days trial )
SO the new order is not listed even i gave the payment information and received you confirmation.
I think this is very simple to understand
YOU FAILED to Deliver the licence
I have no active prime licence because YOU Failed
As i have no active licence ( from your side ) I CANT ACCESS TO REGISTRED USERS Support , so please stop asking me to do this , you dont allow it .
0 -
Hello Eric,
Unfortunately, you did not provide any specific information, and did not answer the question about the last use of the last Avira test version. See our questions:
15.9.24: Have you ever ordered an Avira trial version? When was the last time you ordered an Avira trial?
20.9.24: In addition, you have not answered our question: "Have you ever ordered an Avira trial version? When was the last time you ordered an Avira trial?"
There was certainly a reason for not answering these questions! You should have been aware of this!
We would like to inform you again that only one trial for the same product on the same account is allowed within 12 months. If you try to get another trial with the same email address before the 12-month waiting period expires, you will receive an error message or simply no product will appear in your account.
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
0 -
Hi Again
I would be pleased if you can explain to me how i can see when my last 60 free trial as ended .
Because as you can see it on the screen i have posted last time . You , AVIRA , hide it .Anyway if i was not eligible to a 60 days free trial , WHY DID YOU , AVIRA , PROPOSE IT TO ME ??
And why have'nt you checked it BEFORE you take my payment ??
Let me tell you that this attitude you have shown , speaking to your costumer as if they were completely stupid when in fact YOUR procedures are wrongly builded , are not a good way to make them use your products and pay a yearly fee .0
Bitte melden Sie sich an, um einen Kommentar zu hinterlassen.
Kommentare
6 Kommentare