I am unable to CANCEL my PRIME subscription that I purchased in the past hour. HELP!

Completed

Carlton Wingett

• November 26, 2023 19:16

I just purchased Avira PRIME in the past hour and am unable to CANCEL my subscription. The CHAT box is no help. I end up in an endless loop that gets me nowhere. How can I get in touch with a HUMAN to CANCEL my PRIME subscription immediately? 

Yes 0 No

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  pascha45

  • November 27, 2023 08:20

  Hello Carlton,

  You are writing here in the Avira Community, a publicly accessible forum, we have neither access to your Avira customer account nor to your installation.

  Questions about your licence can only be clarified by email with the support team if you are correctly logged in to your customer account in accordance with the GDPR.
  The digital assistant will make you aware of 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."

  A satisfactory response is only possible if you have logged in correctly.
   
  We have been informed that you have already contacted support. You will receive further information in your self-created ticket GDPR-compliant by e-mail from the support team. Thank you for your understanding.
  Here you can find the Avira Community Guidelines for your information:

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

  Kind regards

  Yes 0 No
• 

  Enrica Perotti

  • November 27, 2023 09:21

  Hi!

  I have the same problem but I cannot access to the support because it says I am a "free user" even if I just purchased a free tryal. The free tryal doesn't show and I don't know hot to deactivate the automatic renewal.

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  pascha45

  • November 27, 2023 11:19
  • Edited

  Hello Enrica,

  You write: "I have the same problem but I cannot access to the support because it says I am a "free user"
  Check your own details in your Avira customer account, there are  2  e-mail addresses of yours stored there. Check the email address you used to order the licence and use it to log in to your Avira customer account. Every subscription purchased in the Avira online shop is assigned to a customer account, which is always assigned to the e-mail address used for the purchase and is automatically activated under this e-mail address.
   
  We have been informed that you have also contacted support. With correct registration, a satisfactory answer is possible, not a useless one. Questions about your licence can only be clarified with the support team by email in compliance with the GDPR if you are correctly logged into your customer account.
  The digital assistant also drew 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."

  Customers with active Avira Premium products have unlimited, free access to Avira Customer Support. This is also stated in the descriptions of the various Avira Software Premium offers.

  The instructions for automatic licence renewal are displayed in the Avira "Knowledgebase & Customer Support", see: How can I activate or deactivate the automatic licence renewal?

  How do I disable or enable Automatic Subscription Renewal of my Avira product? – Official Avira Support | Knowledgebase & Customer Support | Avira

  Unfortunately, questions about your licence or payment processing 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. See: "How to create a Post? - Details matter"

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

  Kind regards

  Yes 0 No

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