The payment didn't worked, please cancel everything

Completed

Charly Valentin

• June 26, 2024 23:19

I try to subscribe to Avira Premium with the free trial, but my bank refused the payment.

I received a mail, saying that the payment as been refused, but still saying that my Avira abonnement is active. I even got a number for my abonnement: 4xxxxxxx4   (has been removed).

On my account, it says that I don't have an abonnement. 
I want to cancel everything. I don't want Avira Premium anymore and I don't want to pay anything. What am I supposed to do ?

Yes 0 No

• 

  pascha45

  • June 27, 2024 07:44

  Hello Charly,

  We have removed your access data for your licence for your security. Please never enter the reference number for a contract in a public forum.

  You are writing here in the Avira Community, a publicly accessible forum - an user2user forum.
  We have neither access to your Avira customer account nor to the OS installation. The Avira Community is not a way to contact Avira Support.  See the Avira Community Guidelines:

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

  Your information is not understandable for us.
  No costs are charged for a "free trial" order. At the end of the trial period, this order will be changed to a licence if you have not cancelled the trial period. You will be notified of the change, and it is described how you can cancel the free trial version.
  If you want to cancel the test phase, do not want to have an Avira Prime version and do not want to pay anything, you must do so according to your wishes and in accordance with your contract.

  Only you can make a cancellation. This cannot be done from a publicly accessible forum. Only the licence holder can do this, we are not authorised to do so.

  Avira is subject to the strict requirements of the GDPR and can only be processed by email in accordance with the requirements of the General Data Protection Regulation, i.e. in compliance with the GDPR. Thank you for your understanding

  Kind regards

  Yes 0 No
• 

  Charly Valentin

  • June 27, 2024 09:34

  Thanks for the informations.

   

  I want to cancel the free trial.

  But can the free trial started if my payment was refused ? Because I wasn't even loggin, when I tried to get the free trial, so I don't even have an account on wich activate the licence.

   

  Thanks a lot

   

  Yes 0 No
• 

  pascha45

  • June 27, 2024 15:34

  Hello Charly,

  Unfortunately, we do not understand the information you have provided.

  We have informed you of the ways to cancel your ordered trial version.

  You can find instructions on how to cancel your licence here:

  Disable your Avira subscription renewal – Official Avira Support | Knowledgebase & Customer Support | Avira

  We cannot say why your bank has refused payment. It would be advisable to clarify this process directly with the bank.

  We cannot understand your details: "Because I wasn't even loggin, when I tried to get the free trial, so I don't even have an account on wich activate the licence."

  When you download a free Avira product or purchase a Premium product, the product is automatically activated and a personal Avira account is created for you at the email address you use for this process. The further course of the order and the correct registration are also described there.
  You know the email address you used to order the licence. As already mentioned, please check your e-mail addresses. Only you can check your incoming and outgoing e-mail contacts. 

  We would like to point out once again that your questions about your Avira orders can only be processed in compliance with GDPR via your Avira customer account. We have already informed you of this.
  Thank you for your understanding. 

  Kind regards

  Yes 0 No

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