Credit Card issue on Subscription Renewal

Completed

Nico Visagie

• May 05, 2023 05:09

My renewal is coming up in a month and I just cannot get anyone to help me.

I opened a chat request a month ago in which I was promised that a solution would be coming, and I have also opened a support ticket two weeks ago (#1208592). So far I have been the only one to post in it!

I do not know what to do. Hopefully, someone from Avira will see this and offer help? It feels as if I am invisible or something!

Yes 0 No

• 

  pascha45

  • May 05, 2023 07:02

  Hello Nico,

  You are writing here in the Avira Community, a public forum. On 19/4/23 you have submitted a ticket to the support and there also got an answer with detailed instructions to your question directly on 19/4/23. 
  Is it possible that you overlooked the detailed answer with instructions in your ticket?
  Questions about the license or payment processing can only be handled by the support team via your customer account via email in accordance with GDPR. We do not have permission to edit your personal data in the customer account, we are a public forum.
  Unfortunately, the publicly accessible Avira Community is not a way to contact Avira Support directly.
  See the Avira Community Guidelines:

  Avira Community Guidelines – Official Avira Support | Knowledgebase & Customer Support | Avira

  Thank you for your understanding.

  Kind regards

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• 

  Nico Visagie

  • May 05, 2023 08:26

  Pascha,

  I understand that this is a public forum, so I am not posting any personal information! The risk is too high!  :-)

  I am looking at the ticket I created now and there are only three entries on it, all made by me. No response from anyone else at all and I have tried with different browsers. I have also checked my email spam folder as sometimes email can end up there and there is nothing there as well.

  I received an email from customer service on 28 April that an engineer wants to ask me some questions, but that was it. I responded to the email but have not received any reply. I have no idea what is going on or why there is no replies. Email is not perfect, but that is why the ticket is there so that you can go back and read the replies in case email fails, but as I have said, the ticket only contains my own messages. Nothing from anyone else. Most frustrating!

   

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  Nico Visagie

  • May 05, 2023 08:32

  I have now submitted the same request again to the support section. Hopefully, it will work now.

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  pascha45

  • May 05, 2023 10:09
  • Edited

  Hello Nico,

  Tickets requested in the chat will be answered directly in the chat under the assigned number. There are no email replies to this, the reply will be answered directly in the chat ticket.
  Once again, for your information:
  Questions about the license or payment processing can only be handled by the support team via your customer account via email in accordance with GDPR.
  The Avira Community is an user2user forum.

  Due to the ticket you have posted again, it would make sense to continue contacting support, also to avoid duplicate processing.
  Thank you for your understanding.

  Kind regards

  Yes 0 No

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