How to cancel automatic renewal - no options

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Brad and Leanne Peters

• 5. August 2022 21:39

Hello, how do you canel automatic renewal? All the instruction pages say to go to my subscriptions account and select cancel automatic renewal. On my subscriptions page there is no such option. I tried doing the chat but that appears to just be a useless bot that is aimed at increasing customer frustration rather than customer service. I tried support and then email and selecting manage accounts as the issue and then instead of sending an email it directs me back to my account. I tried selecting contact us and the get redirected back to my subscriptions. There appears to be no mechanism at contacting any customer service rep to ask the question so I've needed to revert to asking here and sending a request to Avira about 'other' to get an ability to ask a question on cancelling automatic renewal. Given the difficulty in navigating this with Avira I've also barred transactions from Avira with my providers in the interim. Why is this so difficult to perform and why is all the information apparently incorrect? Can some one assist on how to cancel automatic renewal?

Ja 0 Nein

• 

  pascha45

  • 6. August 2022 15:42

  Hello Brad,

  You are writing here in a publicly accessible forum. Questions about the license or payment processing can only be handled by the support team via your customer account by e-mail in accordance with GDPR. 

  Please log in to your customer account with your access data (e-mail address and the password you have chosen) with which you previously purchased the product. Afterwards, all personal settings in your customer account can be set by you as desired, including the automatic licence renewal, see:
  Disable your Avira subscription renewal – Official Avira Support | Knowledgebase & Customer Support | Avira

  It is important to log in correctly to your customer account, then all access options and settings will be opened for you and can all be set according to your wishes.

  We have also seen that you have contacted the support-team and have already created a ticket there.
  You will receive further information from the support in your self-created ticket. Thank you for your understanding.

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

  Kind regards and have a nice weekend

  Ja 0 Nein
• 

  Brad and Leanne Peters

  • 6. August 2022 21:47

  Well actually discussing the licensing under GDPR is not a PII set of details that is intended to be non-visible to your subscribers.

  You obviously have not read my message and continue to post information that I stated I have followed but does not provide the option that this information states. Perhaps if you used your system you may actually find the same problem.

  To be clear.

  My Portal and Subscription offers me no option to cancel automatic renewal.

  The contact customer support via email, as you suggested, if i state its about my subscription, does not raise a email, but takes me back to the subscription portal.

  The customer support chat takes me to a bot that can not answer the most basic question.

  The customer support video of cancelling automatic renewal does not represent what is occurring in my portal.

  So continuing to tell me to read the link you provided, which i stated and explained does not work because there is no option against my subscription, does not provide any customer service.

  Lastly, I posted in the public forum because it appears next to impossible to actually contact customer service from the subscription portal.

  Ja 0 Nein

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