Credit card charged - but my account states I don't have a subscription - had a response from support which was useless

Abgeschlossen

Jason Redburn

• 1. August 2021 11:17

This was the response I received from Avira support.  (below)

I don't have a subscription, I have logged into my account using my email and credentials.  I haven't ordered a license as I haven't used Avira since 2019. 

I am not able to get a subscription even though I have been charged - my account states I don't have a subscription.

I can't send screenshots back as the email address used isn't monitored.

Please stop with the standard responses and read my email before responding.

signed 

Frustrated

 

 

 

 

The post Credit card charged - but my account states I don't have a subscription has a new comment.

pascha45

Hello Jason,

Please log in to your customer account with the email address and password you used to order the license. Your subscription will be displayed with this access data. This is particularly important if several email addresses are stored in the Avira customer account. Please also check whether your email addresses are verified.

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 log in with the email address on which the credit card charge was made. Afterwards, as a Premium customer with an active license, you can contact support directly:
https://my.avira.com/en/dashboard/support/tabs/support
or
https://support.avira.com/hc/en-us scroll down to Contact Avira

If anything is still unclear, please let us know, and we will be pleased to help.

Many greetings and have a nice Sunday

View the comment

Ja 0 Nein

• 

  pascha45

  • 3. August 2021 14:47

  Hello Jason,

  You are writing here in the Community, a forum for user2users. The community is a publicly accessible forum, personal data can and may neither be questioned nor processed here in accordance with the Data Protection GDPR.
  Questions about your license or payment processing can unfortunately only be handled by the support team via your customer account by email in accordance with the GDPR.

  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 check exactly(!) your email address with which you purchased your license in 2019, to which you have probably now received a contract extension.

  Please have a look at the information, maybe you will find a solution there:   

  FAQ: License renewal and return/cancellation – Official Avira Support | Knowledgebase & Customer Support | Avira

  There are 2 email addresses stored in your Avira customer account, and your license will only be displayed if you use the correct email address when ordering.
  These are not standard answers, we can only give instructions on how to find your subscription. We do not have access to your customer account, this can only be done via support.
  Your annoyance is understandable. We regret not being able to help you further from here.

  Best regards

  Ja 0 Nein
• 

  Jeff Shields

  • 2. Juli 2022 18:13

  I am having the same issue with my account. I was charged yet the subscription not showing.

  Jeff Shields

  jfshields54@gmail.com

  payment reference 326438168 vis Avria/cleverbridge om March 22. 2022.

  Ja 0 Nein

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