Premium Account Stolen - How can I contact support?

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Permanently deleted user

• 24. August 2021 22:47

I'm frustrated because I can't seem to find any way to contact support now that the email attached to my premium account was changed, seemingly by a hacker. The debit card attached to the billing for the account is still on there so I'm guessing the recurring payment will still charge it next October. I have all of the personal verification info a person could have about themselves and am not unfamiliar with safe file transfer - happy to prove my identity to have this resolved. What should I do? I am currently changing all of my passwords.

On a side note, I was able to screen capture the hacker's computer information and email address, and I think I even was able to add my phone number as a second-step verification before I was booted on my end, so he'll probably have a hard time doing anything of significance now.

Ja 0 Nein

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  Permanently deleted user

  • 24. August 2021 23:28

  Well, I just took a stab at what the support email might be and it looks like I found it. I don't know how to delete this post or else I would. Looks like I'm good for now unless I don't hear a response back.

  Ja 0 Nein
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  pascha45

  • 25. August 2021 06:40
  • Bearbeitet

  Hello Zach,

  Unfortunately, your information is not understandable

  I' m frustrated because I can't seem to find any way to contact support now that the email attached to my premium account has changed.

  You have already contacted the support team several times on this topic.

  We are 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 e-mail in accordance with the GDPR.

  Please log in to your customer account with the e-mail address you used when placing your order. This email address is important and only with this address will the license be displayed. 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.

  Since you have contacted support several times and have already created a ticket, we would like to ask you to continue to clarify your question with support. We do not have access to your customer account, we cannot process any licence issues. It is important, especially if several e-mail addresses are stored in the Avira customer account, that you log in to the customer account with the e-mail address you used when ordering.

  Thank you for your understanding.

  Many greetings

  Ja 0 Nein
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  Permanently deleted user

  • 25. August 2021 21:18

  Hi,

  I made the original post before I was able to find the email address for support. My comment below the original post here indicated that I had subsequently found a way to contact the support team and would have deleted this post if I knew how. 

  You probably know that those without premium account access can't send a direct email to support and are directed here instead. I have a premium account, but the email attached to that was changed without my authorization so I couldn't access the premium account via the website, as the email and password were not known to me. Thusly the website hasn't given me access to the usual button that lets you send a private email. I ended up just guessing what the support email was and was able to create a ticket regardless. I'm sure the support team will resolve this for me soon. 

  Thanks for your time (and feel free to mark this post as resolved or delete it if possible).

  Ja 0 Nein

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