Need to cancel
Abgeschlossen
I purchased Avira Prime but it isn't in my Avira account.
When I try to contact support it says I have to have purchased a product, which I did, but since it isn't showing in the account, it won't let me contact support.
I'm fed up. How do I cancel this? Should I just get my CC company to cancel it?
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Hello Kevin,
Please find out how to install a licence you have purchased. You can find instructions here.
How do I purchase and install Avira Prime on cross-platforms? – Official Avira Support | Knowledgebase & Customer Support | AviraUnfortunately, you did not tell us where you ordered which Avira version for which OS. You have 4 e-mail addresses in your Avira customer account.
Log in to your customer account with the email address you entered when ordering and check whether your email address is verified. 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 this email address.
Log in correctly, then your licence will be displayed in your customer account at
https://my.avira.com/en/dashboard/subscriptions/tabs/plansIf it is not displayed there, your access data is not correct.
Only with a correct login, you can reach the support and contact them directly under Support from your customer account.
Log in correctly to your customer account, then you can cancel your licence directly from the customer account or here with another instruction:
Cancel your Avira subscription renewal – Official Avira Support | Knowledgebase & Customer Support | Avira
And for a refund:
Request a refund for your Avira order – Official Avira Support | Knowledgebase & Customer Support | AviraYou 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. 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.
Kind regards
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I have the same problem. Didn't have an avira account before, just the free version installed on my computer. Decided to update it to premium (free trial) through that. It took the payment deal with paypal but I didn't get anything in return. So I created an account here and linked it to the program on my computer, but still doesn't work, doesn't show any subscriptions, and obviously I can't even get the e-mail address from this site, guess it wants me to purchase premium a second time to do that! I'm so fed up and don't know what to do. Can someone please just write the e-mail address for customer support so I can get this over with. No way I'm going to pay anything after the free trial if I don't even get the product in the first place.
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Hello Jenna,
Since you paid with PayPal, was the delivery address inserted by you? See:
Please register and log in to your customer account with the e-mail address you used to order the licence.
Only with the correct registration will your licence be displayed under Subscriptions in your customer account:
Please verify that you have registered under
https://my.avira.com/en/dashboard/home
with the access data (e-mail address and your chosen password) with which you previously purchased Avira.
Afterwards, your licence will be displayed in your customer account under Subscriptions and you can contact support directly from there:
https://my.avira.com/en/dashboard/subscriptions/tabs/plans
If it is not displayed, the access data is not correct. Every 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.
You will only be prompted to purchase a licence if the access data you used was not entered correctly. Check your access data, they do not match your order e-mail.
Only the e-mail address you used for the purchase can be used to contact support.
Here you will find an illustrated guide to purchasing/installing the Prime version:
How do I purchase and install Avira Prime on cross-platforms? – Official Avira Support | Knowledgebase & Customer Support | Avira
If anything is still unclear, please let us know, and we will be happy to help.Many greetings and we wish you a happy Easter
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Hello pascha, and happy Easter to you as well!
My current Avira is a free version that hasn't ever asked to create an customer account or give an e-mail address, not even when I tried to order Prime licence (which I did through the program itself, not through a website). It went all the way through PayPal confirmation without them so I didn't even know I needed those. Thus, I haven't inserted them until now that I had to register here for customer support to figure it out. And yes, I registered to Avira withe the same e-mail address that I have in PayPal.
Since I didn't even have an account when ordering Prime, is it possible that the purchase wasn't ever finalized? Why it still made me confirm in PayPal, I don't know. Guess I'll find out in 60 days, huh.
Thank you for your patience!
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Hello Jenna,
Normally, the order is activated immediately to the email address when the order is placed.
Every 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 this email address.
Please make absolutely sure that you are registered under
https://my.avira.com/en/dashboard/home
with the access data (email address and your chosen password) with which you previously purchased Avira.
Your licence will then be displayed in your customer account under Subscriptions and you can install it directly from there.
https://my.avira.com/en/dashboard/subscriptions/tabs/planIf it is not displayed, the access data is not correct.
It is not exactly clear how you acquired the licence. If you are logged in with the correct e-mail address, you should have received confirmation of your purchase. It is not understandable why the licence is not displayed to you if you used the same e-mail address to purchase the licence and to log in to your customer account.
So let's wait for the 60 days.
Many greetings and a happy Easter holiday
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