Cannot get past mobile 2FA as lost SIM card
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Hello Daniel,
You are responsible for your access data to your provider. You can find a sufficient number of instructions on how to connect to your provider correctly using the search engine of your choice. The SIM card is important for accessing the Internet. If you do not have access to your customer data, Avira cannot be contacted with your 2FA setting.
You are writing here in the Avira Community, a publicly accessible forum, we have neither access to your customer account nor to your installation.
Unfortunately, questions about your licence or installation can only be handled by the support team via your customer account by email in compliance 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
You have stored 2 e-mail addresses in your Avira customer account.
We have been informed that you have already made various contacts with the support team. Your correct registration is also required, the digital assistant has also drawn your attention to this:
"I am here to help, but my assistance is limited to your subscription level."
"If you have an account, please log in for premium support services."The licence cannot be used without correct registration, and this is also a prerequisite for contacting the support team.
The master password is only known to you, it is not stored at Avira. See the following information on the master password:
Thank you for your understanding.
Kind regards and have a nice Sunday
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I cannot change two-factor authentication settings in the mobile app, I want to disable it and change my mobile number but there's no option allowing me to in the mobile app.
Please add this functionality to the mobile app.
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Hello Daniel,
Have you actually read our reply? We would like to draw your attention to the fact that we do not have access to your customer account, you are writing here in a publicly accessible forum where anyone can read along.
We do not know your mobile phone number, we do not have access to your 2FA installation.Your: "but I no longer have access to the mobile number anymore as I lost the SIM card."
How should we imagine this? With the search engine of your choice, you will find enough instructions on how to process the loss of the SIM and new card installation. There is nothing Avira can do, you are responsible for correct access to the Internet and correct use of the SIM card.Your : "Please add this functionality to the mobile app".
Please update your personal data in your customer account: My account ⇒ Profile ⇒ Security
We have described in detail that this is GDPR-compliant and technically not possible. Only you can store correct data in your customer account! Thank you for your understanding.
We will close this thread.Best regards
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I managed to get the help I needed by calling customer support. They helped disable my two-factor authentication in the end.
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