Can not reach support/customer service

Abgeschlossen

Permanently deleted user

• 18. Januar 2022 01:12

I received a mail saying a annual subscription (99.95 euros) has been automatically paid. I know now that it was the "free trial then 1 year automatical subscription". But i did not want it. I cancel the auto thing, and tried to cancel the payment on paypal. But i can not reach customer service and on my avira account it doesn't say i have a prime subrciption. The only thuth is that i paid 100 euros and i want a refund ! 

Why is it so purposedly hard to cancel or get a refund ?!

Thanks

Ja 0 Nein

• 

  pascha45

  • 18. Januar 2022 06:34

  Hello Alexis,

  You paid with PayPal, did you add the delivery address during the order process? See:
  How can I change my delivery email address when purchasing via PayPal? – Official Avira Support | Knowledgebase & Customer Support | Avira

  Here are instructions on how to disable automatic license renewal:
  How do I disable or enable Automatic License Renewal of my Avira product? – Official Avira Support | Knowledgebase & Customer Support | Avira

  You have  2 e-mail addresses in your customer account, please check if both e-mail addresses are verified by you. Please log in to your customer account with the email address you used for the purchase and the password you chose for this license.
  With the correct access data for this license, you can contact the support team directly and your license will be displayed

  • https://my.avira.com/en/dashboard/support/tabs/support
  • or
  • https://support.avira.com/hc/en-us   scroll down to  Contact Avira

  Each subscription purchased in the Avira online store 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.
  If the license is not displayed, your access data is not correct.

  Please have a look at the following information. There you will find instructions to solve your problem.
  FAQ: License renewal and return/cancellation – Official Avira Support | Knowledgebase & Customer Support | Avira

  You are writing here in a public forum, personal data can and may not be questioned or answered in this forum according to the Data protection GDPR. Thank you for your understanding.

  Many greetings

  Ja 0 Nein
• 

  Permanently deleted user

  • 19. Januar 2022 05:30

  Hi. Thank you very much.

  But i want a refund. I didn't want to gat a annual subscription and i do not know if it is a bug, but the link in the payment mail doesn't show me anything about activate the subcription either.

  Ja 0 Nein
• 

  pascha45

  • 19. Januar 2022 06:30
  • Bearbeitet

  Hello Alexis,

  Yes, for the way to refund we have already sent you the instructions, not about an order.

  Every subscription purchased in the Avira online store is assigned to a customer account, which is always assigned to the email address used for the purchase and is automatically activated under it.

  We had already explained both, please have a look at our 1.contribution.

  Again, you have 2  (two) email addresses stored in the customer account at Avira.
  Please log in to your customer account with the email address you used when ordering and the password you chose for this license. Then your license will be displayed under
  https://my.avira.com/en/dashboard/subscriptions/tabs/plans

  We have also informed you about the delivery address for the PayPal payment.
  With this, we had told you everything about your PayPal payment, the way to get a refund and the correct registration for the support.

  You are writing here in a publicly accessible forum, personal data can and must 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 by email in accordance with GDPR. Thank you for your understanding.

  Many greetings

  Note: We just saw that you have already contacted the support team.

  Ja 0 Nein
• 

  Diana Botezatu

  • 25. Januar 2022 05:44

  Hi , I am trying to contact your support  and I am not able to ?!

  I have made a subscription for VPN  avira however I did not realize that it will not allow me to pick the country I want ?

  Can you please cancel it for me ?

  Kind regards,

  Diana

   

  Ja 0 Nein
• 

  pascha45

  • 25. Januar 2022 07:22

  Hello Diana,

  Please log in to your customer account with the email address you used to order the license. You have  2  email addresses stored in your customer account. Please verify the email address you used to order the license. After that, you can get contact and support from our support team.

  Below you can find instructions for refund:
  Request a refund for your Avira order – Official Avira Support | Knowledgebase & Customer Support | Avira

  We can't refund you, we are not authorized to do that, only the owner of the license can do that.

  You are posting here in a public forum, personal data cannot and must 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 anything is still unclear, please let us know, we are pleased to help.

  Best regards

  Ja 0 Nein
• 

  Teresa McNicol

  • 31. Januar 2022 07:23

  I paid to upgrade to prime on 6/11/21 and it has not been added to my avira,if you do not comply to this situation I will have to cancel all of my account   Teresa McNicol and please do not ignore this email

  Ja 0 Nein
• 

  pascha45

  • 31. Januar 2022 08:24

  Hello Teresa,

  Please log in to your customer account with the email address you used to order the license.
  You have  3  email addresses stored in your Avira customer account, please verify the email address you used to order the license. Each subscription purchased in the Avira online store is assigned to a customer account, which is always assigned to the email address used for the purchase and is activated immediately. If you are logged in with the correct email address, your license will be displayed at

  https://my.avira.com/en/dashboard/subscriptions/tabs/plans. If the subscription is not displayed there, your login data is not correct.

  We have seen that you have also contacted the support team, already created a ticket, and already received a response and instructions in December. You are advised to use the correct email address, only with it your subscription order will be displayed. 
  Your upgrade has been done correctly, please log in with the e-mail address of this subscription order and a password chosen by you for this license, then you can use your ordered subscription. Thank you for your understanding, only from the support there is access to your account with your already from 6.11.21 activated license.

  Kind regards

  Ja 0 Nein

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