lawrence guntner
Abgeschlossen
in the course of reformatting after a hacking attack, my avira acct. was deleted from my pc. may 20, 2021 Paypal booked €99,95 from my acct. for Avira Prime without my permission. The deadline for demanding a refund has now past and I since I no longer have an acct., I am unable to access Avira for advice. If a refund is out of the question, how can I download the AVira Prime program I have paid for?
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Hello Lawrence,
Each 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.
Please ensure you use the correct email address when registering, i.e. the one used to order the license.
Did you enter 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 | AviraPlease log in to your customer account at https://my.avira.com/de/dashboard/home under Subscriptions using the e-mail address you used when ordering.
Under https://my.avira.com/en/dashboard/subscriptions/tabs/plans
your license will be displayed and with a click on Install this process can be initiated from there. See the illustrated 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, we are happy to help.
Many greetings and have a nice Sunday
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Sascha 45
Thank you for your prompt reply and informatoin but my problem has not been solved. Can I re-activate my account and if so, how? Or do I have to open a new account? If and when my account has be re-established how can I activate the Avira Prime package for 99,95 which I have already paid for?
Thank you. lawrence
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Hello Lawrence,
As already described, please log in to your customer account at
https://my.avira.com/en/dashboard/home with the access data with which the license was ordered, or the renewal was activated and the password you selected for this purpose.
The renewal of the license is already activated under this access data, your previous customer account.
The license should be displayed there and can be installed from there.https://my.avira.com/en/dashboard/subscriptions/tabs/plans
Here again are the instructions for installing the Prime license INSTALL AVIRA PRIME
The license will only be displayed in your customer account with the access data that were used for the order. Please do not open a new account.
That is why the access data to your customer account are so important. They remain valid even if the computer has been re-installed.If anything is still unclear, please let us know, and we will be pleased to help.
Best regards
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Sasha 45
Thank you for your patience, but I still need your help. I have repaired my avira acct. but when asked to install prime, I am also asked to pay €99,95. I have, however, already paid 99,95 for Avira Prime on 20.05.2021 at 16:23 MESZ via Paypal. The receipt no. is 274898736. How can I install the Avira Prime that I have already paid for? I do not want to pay another €99,95.
best regads, lawernce
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Hello Lawrence,
Again, a description of how to log in to your customer account:
Please ensure you use the correct email address when registering, i.e. the one used to order the license.
Did you enter the delivery address during the PayPal order process?Please log in to your customer account at https://my.avira.com/en/dashboard/home using the email address and password you used when placing your order.
Under subscriptions
https://my.avira.com/en/dashboard/subscriptions/tabs/plans
your license will be displayed, and you can start the installation process by clicking on Install.See the illustrated instructions:
How do I purchase and install Avira Prime on cross-platforms? – Official Avira Support | Knowledgebase & Customer Support | AviraIf you are asked to pay again, then you have not logged in correctly to your customer account - as you did when you ordered the license.
Check your access data to your customer account, the e-mail address and the password you chose to log in.
Best regards
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Hello pascha 45 -
Thank you for your efforts, but I none of the suggestions you have made seem to apply to my situation. I did not provide instructions nor grant permission to PayPal. Paypal booked the sum from my account. My email address (with google for some strange reason) does not appear on the invoice.
At the moment Avira Free security is installed on my pc, and I can easily activate Premium. However, this will cost me another €99,95. But how can I get my €99,95 refunded? Or wiill it be accredited to my account?
I am not the first user to have been booked without permission but the links you have provided not speak to this problem.
lawrence
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Hello Lawrence,
You write:
I did not provide instructions nor grant permission to PayPal. Paypal booked the sum from my account.
Please have a look at the information on automatic licence renewal:
Why did Avira debit my account without my permission? – Official Avira Support | Knowledgebase & Customer Support | Avira
These settings can be adjusted by the customer.We have now tried 3 times to explain the instructions for logging in to your customer account. You have 2 e-mail addresses.
Is it possible that you no longer remember the e-mail addresses and the corresponding passwords?
Without these access data, your license will not be displayed in your customer account, and you will only be offered the free version for installation.
Would it help you if the support team sent you your e-mail address with the stored license by e-mail, and you then tried to install the license with their instructions? At the same time, you could merge your e-mail addresses into one to avoid further difficulties.The community is subject to strict data protection GDPR requirements, so we need your consent to create an email ticket for you. This would allow us to exchange your personal data - the email address with the already activated license - via email in a GDPR-compliant way. After receiving the consent form, the support team would contact you by email.
Please let us know if this is okay for you.We are waiting for your reply.
Kind regards
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Pascha 45
I use two email addresses: lawrence.xxxxxxx xxxx xxx and lawrence. xxxxxxx xxxx xxx. My last order for Avira was via the gmail address.
Yes, please send me the stored adress with password(s) that should do the trick. In the first yers I ordered via Cleverbridge and paid via bank.
Thank you for your patience
lawrence
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Hello Lawrence,
I apologize for the delayed response, due to absence you will find the answer here today.
First, a reminder never to post personal information in a public forum. Your email addresses have been removed for your security.
We do not have access to your account. Therefore, we will forward your contribution to the support team. From there you will be contacted by e-mail to be able to exchange your access data (2 e-mail addresses) GDPR-compliant by e-mail.
The other necessary details regarding your access data will now be clarified directly with the support team.
Thank you for your understanding.Kind regards and have a nice Sunday
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