Subscription cancellation and refund

Abgeschlossen

Liliane Valiente dos Santos

• 9. April 2022 14:12

Please contact me as I am not able to contact me on my avira. I don't have any active subscriptions, but money is stil being deducted from my account. I can't find phone support, online support doesn'twork because I'm supposed to have no subscription. But the money will be deducted!

Ja 0 Nein

• 

  pascha45

  • 9. April 2022 16:42

  Hello Liliane,

  Please check your e-mail addresses in your customer account. You have  2  e-mail addresses stored there, one e-mail address has not yet been verified by you.

  It is absolutely necessary to log in to the customer account with the e-mail address that was used when ordering the licence. Only with correct registration it is possible to get in contact with the support.  Each subscription purchased in the Avira Online Shop is assigned to a customer account, which is always registered to the email address used for the purchase and is automatically activated under this email address.
  If you are logged in with the correct email address, the licence will be displayed in your customer account under ABOS. 
  https://my.avira.com/en/dashboard/subscriptions/tabs/plans

  If it is not displayed there, the access data is not correct and contacting support will not work. The payment of the licence costs will be handled via the address used when ordering.

  You are writing here in a publicly accessible forum, personal data can and may neither be questioned nor answered in this forum according to the Data protection GDPR. Questions about your licence or payment processing can unfortunately only be dealt with by the support team via your customer account by e-mail in accordance with the GDPR. Thank you for your understanding.

  Unfortunately, it is not possible to contact you from here, the public forum, we do not have access to your customer account. Many thanks for your understanding.

  Here you can find the instructions for cancellation and refund:

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

  Request a refund for your Avira order – Official Avira Support | Knowledgebase & Customer Support | Avira

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

  Many greetings and have a nice weekend

  Ja 0 Nein
• 

  Liliane Valiente dos Santos

  • 11. April 2022 21:47

  Hi,
  
  As instructed, the email has been verified and I have already changed it. But it keeps showing that I don't have any active subscription, however the charge is on my credit card. I really need to be assisted in support or through the e-mail lilianevaliente@hotmail.com, which is duly registered in my Avira account.

  Ja 0 Nein
• 

  Susan Robke

  • 19. Juni 2022 13:40

  I have been charged $134.95 for a 3 year subscription renewal on the 05.06.2022 on a computer that I no longer have.  I wish to cancel the subscription and the money refunded. I have tried numerous times to do this online but unable to do so.  The reference number is 3xxxxxxx4  I would very much appreciate your help with doing this.

  Regards

  S Robke

  Ja 0 Nein
• 

  pascha45

  • 20. Juni 2022 17:24

  Hello Susan, 

  We have removed the personal data for your license for your security.

  Unfortunately, questions about the license or payment processing can only be handled by the support team via your customer account by email in accordance with GDPR. Unfortunately, we do not have access to your customer account.
  It is important to log in to your customer account with your access data (e-mail and password) with which you previously purchased the license. Your license will then be displayed at https://my.avira.com/en/dashboard/subscriptions/tabs/plans

  Here you can deactivate the renewal of the license, i.e. cancel the subscription.
  Here you will find the instructions for cancelling the subscription and the instructions for the refund:

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

  Premium customers with a valid license and correct registration can also contact the support team directly from the customer account under "Support".

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

  Best regards

  Ja 0 Nein

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