Why did I not receive my purchased Avira product?

It might happen that during the purchasing process of an Avira product the specified email address contains a misspelling. Therefore, the subsequent attempt to Log In to the automatic created Avira Connect account fails. Additionally, the customer will also not receive any Avira email information regarding the purchased product and license on his proper email address.

As a result, many customers register again with the proper email address which they thought they have specified during the purchasing process. Thus, the customer owns now two Avira Connect accounts, one with the misspelled email address where the purchasing information and license are stored and another account with the proper email address which does not contain any information regarding his prior purchased product.

Unknown spelling mistake in the email address
If the misspelling in the email address is NOT known, please contact Avira Support for further help.

Known spelling mistake in the email address
If the misspelling in the email address is known, please follow the instructions below to correct the mistake.

I. Delete the new created Avira Connect account

The Avira Connect account that was created subsequently with the proper email address and does not contain any license information must be deleted.

1. Log In to the second created Avira Connect account, that was registered with the proper email address.
2. Mouse over the arrow icon in the upper right corner next to your name.
3. Click My Account → Data & Settings.
4. Scroll down and click Delete my account.
5. Enter your password and click Continue to confirm the deletion.

II. Correct the email address of the previous Avira Connect account

The automatic created Avira Connect account with the misspelled email address contains all information regarding your purchased Avira product. Therefore, this account must be kept but the email address needs to be updated.

1. Log In to the Avira Connect account with the misspelled email address.
2. Mouse over the arrow icon in the upper right corner next to your name.
3. Click My Account → Security.
4. Enter the proper email address.
5. Click Change email.
6. To confirm the change, please check the inbox of your email address and enter the received verification code.
7. Click Confirm.

III. Install the purchased Avira product

1. Log In to the Avira Connect account with the proper email address.
2. Click Subscriptions in the left-hand menu bar.
3. Select within the “Subscriptions pane” the product you want to install and click Install.
   

   Note
   If your license is not displayed in the Subscriptions menu, please follow the installation process at the end of the article.

4. Select your operating system.
5. Click Download.
6. Double-click the downloaded installation file and follow the instructions.

IV. My license is not displayed in the menu Subscriptions

Under certain circumstances, it may happen that your license is not displayed in the menu Subscriptions. This may cause that the product to be installed cannot be assigned to your existing license. To avoid this problem, perform the installation as follows:

1. Click Devices in the left menu panel.
2. Select the operating system in the "Protect more devices" menu.
3. Search for the product you want to install and click Select.
4. Click Download.
5. Run the downloaded installation file.
   Your existing license will now be automatically recognized.