Can't access account!

Completed

Denys Trehub

• February 16, 2023 15:19

I had to create this account to write about this issue.

I am an avira Prime customer. I have a problem logging into my account. I have set up verification using a code via SMS to my mobile phone. But when I log in, I don't receive sms (login code) on my mobile phone. How can I solve this problem?

Yes 0 No

• 

  pascha45

  • February 16, 2023 17:33

  Hello Denys,

  We have also seen that you have contacted support.
  Please take a look at your spam settings on your device. It is possible that SMS providers and numbers are blocked on your mobile device to prevent spam SMS.
  Please contact your provider, it is possible that certain SMS from certain countries are blocked.

  Again, as we described to you on 7/2/2023, we unfortunately do not have access to your account and Avira cannot check your phone connection or SMS connection. 
  It would also be helpful if you could stay in one thread with your problem to keep track of it. 
  Thank you for your understanding.

  Many greetings

  Yes 0 No
• 

  Denys Trehub

  • February 17, 2023 07:05

  I noticed that this problem is not only mine. Please find a way to solve this problem. Since I have a Prime subscription, and I do not have the opportunity to use it. And if this continues, then I will be automatically charged the amount for the next subscription, and why do I need it if I cannot use the product?

  Yes 0 No
• 

  Vitaliy Izhyk

  • March 07, 2023 11:49
  • Edited

  I can confirm that I have same problem. I didn't receive sms message so I can't access account.

  Yes 0 No
• 

  pascha45

  • March 08, 2023 07:44

  Hello Vitaly,

  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 check whether you have verified your email address!

  You are writing here in the Avira Community. Unfortunately, we do not have access to your customer account and your installation. With the information you have provided, we cannot get an idea of your problem.
  In addition, we have also seen that you have contacted the support, created already several tickets there and have received answers.
  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.
  We therefore recommend that you continue to contact the support team. Thank you for your understanding.

  Best regards

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• 

  Denys Trehub

  • August 25, 2023 11:50

  The question has not yet been closed. The time has come for the withdrawal of funds, but I have not received access to the account. The mobile operator said that I don't have any blocked numbers. Spam blocking is also not enabled on the phone.

  Yes 0 No

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