Paid subscription I can't install the product , I have an account
Abgeschlossen
I paid my renewal of the subscription but I can't install the program, it only installs the free version. I already had a subscription for several years. I paid it as usual via credit card
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Hello,
There is something unclear in your description.
In the case of a renewal, if it is set automatically, no new installation is carried out, then only the term is extended. Did you request the licence via an automatic contract extension?
Have you made any changes to the credit card for identification purposes or do you still have to provide it? Please check the payment of your extension.
If you have made a new purchase instead of a renewal, an installation is necessary. Please log in to your customer account with the e-mail address with which the licence was purchased. This should be displayed at https://my.avira.com/en/dashboard/subscriptions/tabs/plans in your customer account and can then be initiated by clicking on INSTALL.If anything is still unclear, please let us know, and we will be happy to help.
Many greetings
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I have the same problem. I had to reset my windows and once I tried to reinstall Avira using my account with Avira Pro Antivirus, it just installed the free version. Moreover the account page shows me no subscribtion is active.
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Hello Luca,
You write that you have the same problem as the TO.
Please log in to your Avira customer account with the email address - as before.
If several e-mail addresses are stored in the Avira customer account, it is important to log in with the correct e-mail address. Each subscription purchased in the Avira Online Shop is assigned to a customer account, which is always assigned to the e-mail address used for the purchase and is activated immediately. We cannot tell which email address you used to order your licence, and you were logged in.We are a publicly accessible forum, personal data may not be processed here according to the Data Protection Regulation GDPR, and we do not have access to your customer account.
Please log in with the activated licence email address, then click on INSTALL to initiate this process and install Antivirus Pro.
If anything is still unclear, please let us know, and we will be happy to help.
Many greetings and happy holidays
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Thank you for your answer, I currently have only one account and I logged in with the same/only email I have. Today I received the Paypal email about the payment of the renewal for another year of Avira Pro, but the my dashboard keeps telling me I don't own any subscription.
If you can help me, it would be very appreciated.
Thanks.
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Hello Luca,
Please check your e-mail addresses that you have stored in your Avira customer account.
It is surprising that you state that you only have 1 email address. Please also check whether your email addresses are verified in the Avira customer account.Did you add the delivery address to PayPal during the order process so that PayPal does not have to create a new email address for you?
We would like to help you, but if you say you only registered 1 email address, then we are talking to different information about your licence problem, sorry.
We regret not being able to help you with your registration problem.
Best regards and happy holidays
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Hello Luca,
It is always pleasing for us when the customer could find his correct email address for his licence.
Many greetings and happy holidays
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Did you add the delivery address to PayPal during the order process so that PayPal does not have to create a new email address for you?
I couldn't as this payment is a renewal and Avira does every process automatically without my permission.
I was wondering if the fact that my Paypal email address isn't the same of my Avira account.
I really thank you for any help you can give me as I cannot contact anyone else for support.
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Hello Luca,
You write:
I couldn't because this payment is a renewal and Avira does some process automatically without my permission.
The order process was probably filled out a long time ago... However, once the data of your bank account was entered by you under payment data and then also the delivery address(?)so that PayPal does not have to set up a 2nd email address for you. (See the PayPal link How can I change...)
It is clear that these do not need to be re-entered for an automatic contract renewal.You have more than 1 email address stored in your customer account.
You are probably not aware of this. It is important to verify the email addresses, i.e. confirm that you are the owner of the email address.We would like to point out once again:
We are a publicly accessible forum, personal data may not be requested or processed here according to the Data Protection Regulation GDPR, and we do not have access to your customer account.
The change can be seen - you have cancelled the account : "Permanently deleted customer"!
In a new login, the deleted data is no longer stored.
See the description of this process in the customer account under: "Data & settings"Delete account
You can delete your Avira account at any time. We will remove all your data from our databases. This includes your purchase history, subscriptions, device information, etc. Note that you will not be able to recover any of it. Deleting the account will not remove your installed Avira products. Our free products will continue to protect you.
We regret that we cannot help you with your email address problem here in the forum.
Kind regards and happy holidays
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I paid my subcription and now don't see it wonder if was scam
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Hello Gerardo,
Unfortunately, you did not provide us with any information that would allow us to get an idea of your issue.
Here are the Avira Community Guidelines, see "How to create a Post"?
Avira Community Guidelines – Official Avira Support | Knowledgebase & Customer Support | AviraQuestions about the license or payment processing can only be handled by the support team via your customer account by email in accordance with GDPR.
If you do not see your paid subscription, please check your own details with which you purchased this subscription.
You have several email addresses in your Avira account, please make sure that all of them are verified. If you log in to the Avira customer account with your correct access data (e-mail address and the password you have chosen) with which you have previously purchased the license, your license will be displayed under Subscriptions at
https://my.avira.com/en/dashboard/subscriptions/tabs/plans
If it is not displayed, your access data is not correct.
Each subscription purchased in the Avira Online Shop 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.
The access to your subscription requires a correct registration. Thank you for your understanding.If anything is still unclear, please let us know, we will be pleased to help.
Best regards and have a nice weekend
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