Cancel a subscription

Completed

Nikola Zekić

• August 29, 2023 18:55

Greetings, Today at 7:45 PM, my time, I was charged79,95€, for a trial version of Avira, which I deleted and removed. I do not know whom to contact, and there is no email provided. I cannot sign into my account, as I do not recall the password, and no email arrives when I click on "forgot password". I am not very technologically savvy, therefore I am unable to sign back into my account and cancel the subscription. I was charged to a Visa card which ends with 8918. I would kindly ask for the money to be refunded, or, if that is not possible, for the subscription to be cancelled. My name is Nikola Zekić, and I am from Montenegro. I am willing to provide further information as proof of my identity. Warmest regards to all, and I apologise for the inconvenience.

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• 

  pascha45

  • August 30, 2023 07:24

  Hello Nikola,

  You are writing here in the Avira Community, a publicly accessible forum, we have neither access to your customer account nor to your installation. Here, the publicly accessible Avira Community is unfortunately not a way to contact Avira Support directly. See the Avira Community Guidelines:

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

  You have 2 email addresses stored in your Avira customer account. Please log in to your customer account with the email address you used when ordering the license. Logged in with your order email address, your subscription will be displayed under Subscriptions in your customer account and can be cancelled from there. Each subscription purchased in the Avira online store 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.
  Important: Uninstalling the software is not a cancellation. Only with your cancellation of the subscription can the contract you ordered be terminated.

  Premium customers with a valid license and correct registration can contact the support team directly from the customer account under "Support": via e-mail, chat and (partially) phone.  To get requested help you will also be pointed out in the chat, see: "If you have an account, please log in for premium support services".
  With the correct email address of your order to the deposited subscription also the "forgot password" can be used.

  Questions about your license can only be answered by the support team in accordance with the General Data Protection Regulation, i.e. GDPR-compliant via email. Thank you for your understanding.

  Kind regards

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• 

  Nikola Zekić

  • September 02, 2023 21:47

  Greetings, Thank you for the answer. But, for the life of me, I cannot recall using any other email address but this one in the signin process, and I cannot even recover the password to it. As it is, my account is entirely inaccessible to me. The only thing I can think of doing is draining my credit card each month, so that no payment can be extracted from it. Perhaps I am missing something, a button or a link, but being blind and living alone currently, I have noone to ask for confirmation either. Still, I am more than grateful for your help.

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• 

  pascha45

  • September 03, 2023 09:25

  Hello Nikola,

  We regret your situation, but unfortunately we do not have access to your customer account here in the community (as described, a public forum). A contract was concluded, you ordered the goods and therefore you have the contract documents.  We do not have access to customer accounts. Questions about the license can only be dealt with in a GDPR-compliant manner by emailing support via your correctly registered customer account. Here the community (see the Avira Community Guidelines) is no way to process questions about contracts. We regret not being able to assist you further from here.

  In addition, the automatic license extension is automatically activated in your order, this must be changed or cancelled by you! This is also stated in the contract documents.
  You have a reference number or a transaction code, please contact the payment service provider to this order or your bank.

  Only you can know your personal data for your contract - you have to log in correctly with these data in your customer account, and they are only stored there.  The Avira Community is subject to the strict requirements of the General Data Protection Regulation, we will adhere to the GDPR. Thank you for your understanding.

  Kind regards and have a nice Sunday

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