Apple billing for subscription, not showing in my Avira account

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Permanently deleted user

• 8. September 2020 15:35

I took a subscription of Phantom VPN out earlier this year, and have been getting monthly invoices to my Apple account every since, but my subscription is not showing in my Avira account.

I have followed this page.

I'm pretty sure I haven't used a wrong email, though there's no way of knowing at my end, so I need to talk to customer services. But because my account doesn't show my subscription, Avira's website blocks me from talking to someone about my subscription. Help!

Ja 0 Nein

• 

  pascha45

  • 8. September 2020 17:15

  Hello Adrian,

  You write that you have received the monthly bills to your Apple account. Have you checked there? It should contain the subscriptions you have purchased from Apple.
  As an Apple customer, you can view your subscriptions with your Apple-ID in your Apple account and talk to Apple customer service about your subscription.

  If the license had been purchased at Avira, the subscriptions would automatically be stored in your Avira customer account. As a customer with a valid license, you can then contact the Avira support team directly.
  Does the information help you?

  If anything is still unclear, let us know, we are happy to help.

  Kind regards

  Ja 0 Nein
• 

  Permanently deleted user

  • 9. September 2020 09:13

  Thanks Pascha,

  I've looked at the Apple side of things and there's no great help there either. I removed Phantom VPN, reinstalled from the App Store, but then had to log in and was presented with the same problem. Perhaps Avira should look into how Apple can charge for a service in your name that is disconnected from the service Avira provides, as basically it seems Apple os charging £4.49 a month for a piece of software freely available on your site.

  I tried uploading a screenshot here of the part of my bill showing what I'm paying for, but this board rejects it, saying it only accepts jpg/png/gif <2MB, even though I tried both jpeg and png at 30KB?

  I'm starting to think I'm going to have to cancel my subscription.

  Ja 0 Nein
• 

  pascha45

  • 9. September 2020 10:12
  • Bearbeitet

  Hello Adrian,

  There are several dealers or sales points for Avira products, the dealer is responsible for the product.
  There were difficulties installing from Apple account to Windows. Did you contact Apple Service and describe your problem? What was recommended to you by them?
  Here at Avira we do not have any documentation about your purchase from Apple, your license is activated through your Apple account.
  Maybe you can cancel the last delivery and then buy a new one via your Avira account? https://www.avira.com/en/vpn-pro   Then you can access your account from Avira and make all settings.
  We do not have enough information here about your purchase from Apple. You would have to check this yourself using your documents from Apple.
  You are annoyed, we regret this, but our hands are tied when Apple customers have installation problems, we do not have access to the Apple customer account.
  Maybe you can cancel your order and make a new purchase with installation at Avira via your Avira account.

  If something is still unclear after that, please let us know, and we will be happy to help you.

  Kind regards

  Ja 0 Nein

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