I no longer have access to the phone number to access my account what can i do

Completed

Fish Cat

• September 14, 2023 11:05

As per title

I cannot access the phone number i used for 2FA on my main account

Yes 1 No

• 

  pascha45

  • September 14, 2023 17:44

  Hello Fish Cat,

  Unfortunately, we cannot form a picture with the information provided to us. You are writing here in the Avira Community, a publicly accessible forum. 

  We have neither access to your customer account nor to your 2FA installation - so we don't know your password, your email address or your telephone number. Your 2FA data cannot be viewed or even corrected by Avira. If you cannot access your phone number, it would have to be checked in your customer account.

  If you have made a change to your access data (telephone number), then surely you would have indicated this here in your contribution to Avira?   Who is supposed to have made a change to your data?
  If you change your access data (phone number), you must always update it in your customer account. Avira cannot view or change your 2FA data. The 2FA can only be opened and used by you with the access data you have entered.

  Questions about your licence or the installation can unfortunately only be answered by the support team via your customer account by e-mail in accordance with GDPR.
  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

  Thank you for your understanding. 

  Many greetings 

  Yes -1 No
• 

  Fish Cat

  • September 15, 2023 01:11

  Im aware this is a public forum, unfortunately someone with an iq far below average decided technical support of any kind should only be accessible after paying for a license so here i am, on a community forum, looking for simple support.
  
  I cannot access my main avira account, it is protected by 2FA which is linked to a phone number i longer have access to after switching numbers, this account was made purely for getting any kind of support.
  
  Thanks for your help mate

  Yes 1 No
• 

  Sven Marlow

  • September 24, 2023 09:35

  Same here: Paid for it, it does not appear in the account, so no help because apparently I don't own a prime version. Cat bites its own tail... Never had such a problem. Custumer care by AI does not work!!!

  Yes 0 No
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  pascha45

  • September 24, 2023 11:03

  Hello Sven,

  You have several email addresses in your customer account. The one you are using now has not been used to purchase an Avira Prime version, nor has it been activated by you.
  Please log in with the email address with which you purchased the Prime licence. This also applies to the chat.
  The Digital Assistant also draws your attention to this: "If you have a customer account, please log in to make use of the Premium Support." Only with correct registration can Premium Support be claimed, and you can be forwarded to Support and contacted. The support chat only works with correct entries by the customer. 
  Premium customers with a valid licence and correct registration can contact the support team directly from the customer account under "SUPPORT": by email, support chat and (partly) telephone.

  Questions about your Avira version and your installation can unfortunately only be dealt with by the support team via your customer account by email in compliance with the GDPR.
  If you have a reference number, it was sent to the account you created with the activated licence.

  Your "Same for me". If you change your data in the customer account before you enter a new telephone number, then the 2FA installation will also work. 2FA only works if the information is correct, no data is stored at Avira and the installation cannot be repaired! What have you already done to correct this? Please, a precise description!

  Many greetings and a nice Sunday 

  Yes 0 No

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