mobile device (iOS) does not recognized the pro-version when logged in
Beantwortet
I have purchased mobile security for iOS on my iPhone, but I cannot restore the purchase after logging in. I get the message "an error occurred while checking your subscription" furthermore I cannot contact the helpdesk because my subscription is not recognized .... What can i do?-
Hello
Unfortunately, you have not specified which iPhone version your question concerns and whether the licence was purchased from the App Store.
If you purchased the licence in the App Store, is the purchase displayed there? And if you bought it in the Avira Online Shop, the licence should be displayed in your Avira customer account.
Where is the purchase not displayed when you log in? Without exact information, no concrete information is possible.
Which payment method did you enter and is a confirmation of the purchase displayed there?We are a publicly accessible forum, personal data must not be questioned or processed here in accordance with the Data Protection GDPR.
Questions regarding your license or Avira payment processing can only be processed by the support team via your customer account by email in accordance with GDPR. Thank you for your understanding.
As a user of Avira Premium products with a valid license, you have the possibility to create a ticket via the support page at any time to exchange data on the questions via email in accordance with GDPR:- https://my.avira.com/en/dashboard/support/tabs/support
- or
- https://support.avira.com/hc/en-us scroll down ⇒ Contact Avira
If the licence was purchased in the App Store, it should be displayed in your Apple customer account. Then please contact Apple Support.
https://www.apple.com/de/contact/Kind regards and have a nice weekend
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Thanks for your (quick answer). Ik purchased the pro version in the app store. Unfortunately I did so without first login in on the iPhone 11. When not logged in the app shows that I have the pro version, after logging in it change into the free version.. Restore purchase link does contact ( o search ) if I had bought the service pro, but then finally appears the sign " an error occurred.....) I In the app-store i can see the subscription, it will be renovated in march 20 2022.. I can't use the button Contact Avira, the subscription is not available either on your site (my account) I think it would bee, if I could restore it on my phone. I tried to purchased it again, but the sign came on " you already purchased it". I did remove the app en installed it again, but nothing works.
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Hello Gerard,
You purchased the licence in the App Store, so the licence is in your Apple customer account. Activation should be possible from there, otherwise contact Apple Support.
Avira can only access licenses that were purchased in the Avira Online Shop and are therefore automatically activated in the Avira customer account. Avira has absolutely no access to your Apple customer account. Your contact partner for this purchase is Apple.
We regret not being able to help you , but you will certainly receive help from Apple regarding the installation.Many greetings and have a nice weekend
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Im having the exact same problem on an iphone 12 pro max with latest ios?
I paid fro the pro with vpn, yet when i log in I only have the free version? When i try the restore purchases icon it says "this subscription is already in use with another account?"
And to make things worse, I tried to contact avira, and It says that I dont have a prescription?
I just paid $38 for avira pro +vpn, and all i have is the free version? Can anyone help?0 -
Hello David,
You write that you have the same problem. So, you purchased the license in the Apple App Store? It would be helpful if you had immediately indicated where you purchased the license.
If the license was purchased in the Avira Online Shop, only then can it also be displayed in the Avira customer account. 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 activated immediately.
Have you looked in your Apple account? Avira does not have access to Apple customer accounts.
As already stated in the post above your question.We regret not being able to help you, but you will certainly receive help from Apple regarding the installation.
Many greetings
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I'm having the same problem. Iphone doesn't recognize my Avira Prime account I purchased in March 2021 from Avira, not the Apple App store. When 'restoring purchase' the phone locks up on "checking your subscriptions" and when I log on to Avira on my Iphone,, it prompts me to purchase Prime again.
I thought I had Prime mobile when I purchased Prime from Avira, but I keep getting prompts to pay more for Prime mobile. My Avira account lists my Iphone as a device, do I need to pay more for Prime mobile PRO?
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Hello Karen,
It sounds like your license is not active in your account.
Please check at https://my.avira.com/en/dashboard/subscriptions/tabs/plans
if your license is displayed there. From there you can install your desired apps on the other devices with the different operating systems, see the following instructions.Did you follow these instructions:
How do I purchase and install Avira Prime on cross-platforms? – Official Avira Support | Knowledgebase & Customer Support | AviraIf anything is still unclear, please let us know, and we will be happy to help.
Many greetings and have a nice weekend
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