Charged for Avira Subscription but Unable to Access Service

Completed

Giulia Cesareo

• August 30, 2024 03:35

Hello, I have been charged €5.99 for the annual Avira service, but despite this, I am unable to use the service. When I try to restore the subscription through the app, it starts loading indefinitely. Additionally, when I try to access my account on the website, it seems like my subscription doesn’t exist at all. How can I get a refund? Since my subscription doesn’t appear on the website, I’m unable to contact customer support. Despite this, the amount was still charged.

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• 

  pascha45

  • August 30, 2024 08:34

  Hello Giulia,

  You write :  "I have been charged €5.99 for the annual Avira service," unfortunately we can't get a picture with this description.

  You are writing here in the Avira Community, a publicly accessible forum - an user2user forum.
  We have neither access to your Avira customer account and your purchased Avira licence, nor access or information about your OS installation with the last update and version number. We do not have access to your settings or even to your Avira customer account!

  No questions about your licence or your installation can be answered in the Avira Community. The Avira Community is not a way to contact Avira Support!

  See the Avira Community guidelines, everything is described there.  
  Here you can find the Avira Community Guidelines: ‘How to create a post’

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

  Your Avira order and payment details cannot be edited here. This can only be processed with the correct login to your Avira customer account and then directly with Avira Support. In addition, we cannot understand what you have ordered! Every Avira licence has a name.

  Premium customers with a valid licence and correct registration can contact the Avira support team directly from the Avira customer account under ‘SUPPORT’: via email, support chat and (in some cases) telephone.

  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, meaning that it is immediately available to the customer for use. The licence is activated in your customer account from the day you confirm the purchase and can be used immediately!
  Please check your own registration in your Avira customer account.

  In addition, you have already contacted the support team today with a question about your error message.

  Avira is subject to the strict requirements of the GDPR and can only be processed in accordance with the requirements of the General Data Protection Regulation, i.e. GDPR-compliant by e-mail with your correct login via Avira Support. Thank you for your understanding.

  Kind regards

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