Subscription cancellation caused my VPN to stop
Abgeschlossen
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I am a new subscriber. I ordered your Prime unlimited VPN product for $29.99. But I do not like auto-renewals so -after I ordered the product - I went and canceled the subscription. The message on the bottom said that I would have access to the subscription until Sept 22 2022 - which is correct as I paid for 1 year. But now it says I have reached a VPN limit. It acknowledges that I have the subscription but now I have a limited VPN. Please correct this immediately. Thank you
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Hello Fred,
The settings for automatic licence renewal do not normally affect the licence or even downgrade it to a different licence term.
Have you tried to activate your license according to the following instructions?
How do I upgrade my Avira Phantom VPN Free to VPN Pro after the purchase? – Official Avira Support | Knowledgebase & Customer Support | AviraAfterwards, your VPN Pro version should be activated, and the license period should be displayed correctly in your Avira account. The activation on your device can only be done by the licensee from his customer account, nothing can be corrected from another side.
If anything is still unclear, please let us know, and we will be pleased to help.
Kind regards
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Hi pascha45
My apologies for any confusion. I purchased the Unlimited VPN - which is called your Prime Mobile package for $29.99. So I do not have a "register" button on my screen. When I go to buy the Prime Mobile again - it says I already have a subscription for that! It finds my subscription but the unlimited VPN is not recognized.
I even deleted the app altogether and reinstalled it but it still says my VPN limited is reached.
So it knows I have the unlimited VPN but it will not allow me to use it.
How can this be fixed?
-thanks
Fred
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Hello Fred,
Without correct answers, we cannot get a picture of your installation and activation of your license.
These are the instructions when purchased from Avira's online shop:
Have you tried to activate your license according to the following instructions?
How do I upgrade my Avira Phantom VPN Free to VPN Pro after the purchase? – Official Avira Support | Knowledgebase & Customer Support | AviraDid you purchase the license in the Avira online shop?
Do you have your customer account at Avira or at Apple? You write here under iOS.Have you logged in to a customer account?
Your VPN must be connected to your license.
You have not specified which devices are involved.
If VPN is installed on your device, it must be activated with your license.
If you see VPN limited, then the activation is not correct.Here the community is a publicly accessible forum, personal data can neither be questioned nor processed here according to the data protection GDPR.
Questions about your license can only be answered by the support team via your customer account via email in accordance with the GDPR.
Unfortunately, we do not have access to your customer account and therefore no access to your personal data and licenses.Premium customers with a valid license can contact the Avira support team directly from their Avira account:
- https://my.avira.com/de/dashboard/support/tabs/support
- or
- https://support.avira.com/hc/en-us scroll down to Contact Avira
Thank you for your understanding.
Kind regards
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OK This is my last attempt to get this resolved or I'll get my payment and get my money back:
Have you tried to activate your license according to the following instructions? NO I CANNOT This link is for a Avira Phantom VPN to Pro purchase. I did not buy that I purchased my subscription on my phone and it says its the Pro+Unlimited VPN+Spam Caller subscription. IT does NOT have a register button.
How do I upgrade my Avira Phantom VPN Free to VPN Pro after the purchase? – Official Avira Support | Knowledgebase & Customer Support | AviraDid you purchase the license in the Avira online shop? NO ON MY iPhone
Do you have your customer account at Avira or at Apple? You write here under iOS. I just created a customer account with Avira online and yes I used my Apple account to pay for this subscription.Have you logged in to a customer account? Of course
Your VPN must be connected to your license. No kidding! HOW CAN I DO THIS IF my iphone app tells me I have a subscription and my online account does not!!!
You have not specified which devices are involved. ONLY my iphone
If VPN is installed on your device, it must be activated with your license.
If you see VPN limited, then the activation is not correct.If you can't help me resolve this, then please get someone who can. Otherwise I'm going to cancel out by end of today.
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Hello,
Your answers are not understandable.
In short, it is not a question of whether you paid with an iPhone, but whether you bought from Apple in the App Store or in the Avira online shop.If a license was purchased in the Avira online shop, it automatically goes into your Avira account, from where you can install your license. There you can get help from Avira Support.
If the license was purchased in the App Store, it should be visible/listed in your Apple customer account. Then you will get help from Apple support.Avira does not have access to Apple accounts. Then everything is clear now.
Kind regards
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I solved this issue myself - I cancelled my subscription completely and got a refund.
Your customer service is so horrible I can't imagine the product is much better.
Hope you understand that.
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