Unable to turn off subscription and now Avira trying to charge my card

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Permanently deleted user

• 29. November 2021 02:35

I've tried to follow this step 10 days before my trial expired, but I can't find the menu as guided in this link

Cancel your Avira subscription – Official Avira Support | Knowledgebase & Customer Support | Avira

 

And now my card is being charged by the system. Luckily my card is over lmit.

 

How can I make sure my card will never be charged / how can I make sure my subscription is off already?

Ja 0 Nein

• 

  pascha45

  • 29. November 2021 07:20

  Hello Novita,

  You write:

  I could not deactivate the subscription and now Avira is trying to charge my card

  If the cancellation of the subscription is not done correctly, the subscription will continue to be delivered and will be charged accordingly as a subscription.

  Please log in to your customer account with the email address (which you used when ordering the trial version) and the password you chose. At
  
  https://my.avira.com/en/dashboard/subscriptions/tabs/plans

  you will see your activated subscription. Each subscription purchased in the Avira online store is assigned to a customer account, which is always assigned to the email address used during purchase and is automatically activated under this email address.

  Please have a look at the information, maybe you will find your solution there:
  FAQ: License renewal and return/cancellation – Official Avira Support | Knowledgebase & Customer Support | Avira

  After the correct cancellation - termination of the automatic license renewal - your account should not be charged anymore. In your customer account, no license should be displayed.

  You are writing here in a publicly accessible forum, personal data can and may not be questioned or answered in this forum according to the Data protection GDPR. Questions about your license or payment processing can unfortunately only be handled by the support team via your customer account via email in accordance with GDPR. Thank you for your understanding.

  If something is still unclear, please let us know, we are happy to help.

  Best regards

  Ja 0 Nein
• 

  Brenda Morales

  • 16. Januar 2022 22:32
  • Bearbeitet

  I am having the same problem. I can log in, but I don't have an active subscription, so I can't email. I continue to get emails about charging my card. I have it turned off so I don't get unwanted charges. I can't cancel anything. I have tried to use the video directions, but I can't get in to turn off my subscription. Who can I email or call to have this stopped? Based on the problem I am having, I would never buy your service as I can't trust that you wouldn't just take my money and never try to help me.

  Ja 0 Nein
• 

  pascha45

  • 17. Januar 2022 06:56

  Hello Brenda,

  Please see the answer you have already received:

  https://support.avira.com/hc/de/community/posts/4416671829649-Unable-to-contact-support 

  A contact with the support can be made only with a valid license through the support team. This is also described in the trial version.

  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 it.

  You have  3  email addresses stored in your Avira customer account.

  Log in with the one you used when placing your order! You have received a reference number, log in to your customer account, then your license will be displayed.

  Pay the invoiced license, deactivate the automatic renewal of your license in the customer account, and then request a refund. This is the normal way if you did not set the automatic license renewal correctly.

  Best regards

  Ja 0 Nein
• 

  pascha45

  • 17. Januar 2022 08:03

  Hello Brenda,

  See : Here is your 1st request from 12/03/2021 to your activation of the license.
  https://support.avira.com/hc/en-us/community/posts/360015045138-Free-trial?page=1#community_comment_4412669113361

  Kind regards

  Ja 0 Nein
• 

  Brenda Morales

  • 17. Januar 2022 12:41

  Your normal way is ludicrous. Why should I pay for something that I don't want? I have clearly stated that I don't wish to purchase your product, so now I have to pay and wait for a refund? 

  I have never seen this kind of policy for renewals. Usually, you can get support, whether you have a premium account or not. 

  Ja 0 Nein

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