I made a purchase for the Avira Prime. But I never got the subscription

Beantwortet

Permanently deleted user

• 18. Juni 2021 14:23

Yes, I've logged in with the same email I used for purchasing. There is no active subscription there.

Ja 0 Nein

• 

  pascha45

  • 18. Juni 2021 15:21

  Hello Azo,

  We are sorry, but unfortunately, we cannot help you in the community.
  We are a publicly accessible forum, personal data may not and cannot be stored or processed here in accordance with the Data Protection GDPR. Questions regarding your license or Avira payment processing can only be handled by the support team via your customer account by email in accordance with the GDPR. Thank you for your understanding.

  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 automatically activated under this email address.

  However, you should have documents about your order, about the invoice or the debit on your account. If the license was purchased in the Avira online shop, then you have a reference number or invoice number...
  Have you checked your spam folder?

  We regret not being able to help you from here, unfortunately we have no documents and no access to your customer account at Avira.

  Many greetings and have a nice weekend

  Ja 0 Nein
• 

  Permanently deleted user

  • 18. Juni 2021 17:25

   

  "However, you should have documents about your order, about the invoice or the debit on your account. If the license was purchased in the Avira online shop, then you have a reference number or invoice number..." Yes, I have the purchase receipt, a mail did arrive confirming the purchase from Avira/cleverbridge. I have the reference number too.

  "Every subscription purchased in the Avira Online Shop is assigned to a customer account" Yes, I purchased it from Avira Online Shop on the Avira Official website through paypal which has the same registered email as I bought it, same email registered in my PayPal, the same email I used to make an Avira account after the purchase.

  "Have you checked your spam folder?" Yes, I checked the spam folder, nothing there.

  "unfortunately we have no documents and no access to your customer" I know that I can't post and upload much details here in the forum, but I couldn't find any form of way to contact the support team. So please provide me their email or any form of contact. I can provide the documents there if needed.

  Thank you! You have a nice weekend too

  Ja 0 Nein
• 

  pascha45

  • 19. Juni 2021 10:28

  Hello Azo,

  As already written, we do not have access to your customer account, we are a public forum.
  Did you add the delivery address during the PayPal order process?
  How can I change my delivery email address when purchasing via PayPal? – Official Avira Support | Knowledgebase & Customer Support | Avira

  Using your PayPal confirmation, you should be able to access your order details to check the whereabouts of your order. Unfortunately, we do not have any contact with the support, there is no licence stored under the e-mail address given here.

  Unfortunately, we can't help you from here - again, please check your order.

  Best regards and have a nice weekend

  Ja 0 Nein

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