Paid for PWN Pro on Mobile iOs, not working (including "Restore Purchase)
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Some help asap would be ideal! Thx.
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Hi Lukas,
With the data, we have available, it is hard to say why what is not working?
Which license are you talking about? Did you purchase this license in the Avira online shop?
Is the license displayed in your Avira customer account?Please give a detailed description:
- Tell us the version of your license (exact name)?
- A single license or in a bundle?
- Which iOS (current with all updates)
- Exact device description (version number, smartphone, tablet)
- Exact information about your installation (exact procedure)
With the answers and precise information, we will be happy to help you with concrete details.
Best regards
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I'll try my best here but it was a single license of Avira Password Manager Pro Yearly (Billed Annually) with the next billing date of Feb. 19, 2022 on my iphone 8 version iOS 14.4. When it didn't work, I tried going into the app manually to purchase and it came up with a message saying "You're currently subscribed to this" etc. Occasionally a pop message with a checkmark when I try it again will say, "Congrats, you're subscribed" but then I click out of it to see the new screen thats supposed to be a darker color to show Pro that I'm used to and its not there, or the screen freezes, which it doesn't do on any of my other applications, etc. on the phone.
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Hello Luke,
Could you please be so kind as to answer also the important questions, then we can better assess your problem?
Did you purchase this license in the Avira online shop?
Is the license displayed in your Avira customer account?Many greetings and have a nice weekend
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I purchased it in the iOs Apple app store. When I contacted Apple for answers they said to contact you because the Restore Purchase option is in in your app. Where do I see the license number on the mobile version? I can’t give that here. Should I contact you privately?
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Hello Pascha45,
it seems to me to have a very similar problem.
I bought the yearly subscription on the 1st May 2021 for my Mac book pro via Apple Account, however the Avira app does not recognise my purchase.
Can you please help me?
I already opened a ticket with Apple support
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Hello Avira Customer,
What doe you mean by:
however the Avira app does not recognise my purchase.
If you purchased your license in the App Store, it should be stored in your Apple account and can be installed from there. Unfortunately, we do not have access to your Apple account.
This license is not displayed in the Avira customer account if it was purchased in the App Store. Unfortunately, the license is only displayed here if it was purchased in the Avira Online Shop.
You write that you have opened a ticket in Apple Support. You should receive an answer to your question from there.
If something is still unclear, please let us know, we are happy to help.Best regards
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Hello pascha45,
thanks for the answer.
Apple Support told me that they are not accountable for the this technical issues.
The subscription is active from their point of view.
It seems that the app is not recognising it
Can I call some customer support number?
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Hello,
You should have a receipt for your purchase. Unfortunately, you did not specify the version of the annual subscription. Normally, you receive a confirmation of purchase after you have bought a license. You will find information at the latest with the bank transfer. Have you logged in to your Avira account and is the license displayed in your Avira account?
Please check in which customer accounts the license is displayed.Premium customers with a valid license can contact the support team directly, as long as the license is registered and displayed in the Avira customer account under https://my.avira.com/en/dashboard/subscriptions/tabs/plans.
To the support for Premium customers with a valid license:- https://my.avira.com/en/dashboard/support/tabs/support
- Or
- https://support.avira.com/hc/en-us scroll down to Contact Avira
We are a publicly accessible forum, subject to the requirements of the data protection GDPR. Questions regarding your license or payment processing can unfortunately only be handled by the support team via your customer account by email in accordance with GDPR.
Please check the documents you have about your purchase, we do not have them here, if so, they would have to be available at the support, we do not have access to them from here.
Best regards
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Hello pascha45,
I bought the yearly subscription (only for my Mac).
in the invoice is called:
Avira Phantom VPN & Wifi proxy
Avira phantom VPN pro - macOS (yearly)I tried again to "restore the purchase", and by chance it worked this time. Maybe something happened in the last days, and the system needed a few days to re-settle.
Thanks a lot for you support! highly appreciated!
regards,
Luca
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Hello Luca,
You're welcome. We're glad to hear that the installation has now worked. SUPER!
Not every abnormal behaviour can be explained...
Thank you very much for your feedback.
If anything is ever unclear, we are happy to help, you know the way to us.Many greetings and have a nice weekend
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