John Bone

Completed

Patricia Bone

• September 11, 2024 01:15

Avira Prime downgraded to Free despite active subscription. Unable to login.

Downloaded suggested file, to be told it was already installed.

Where to from here?

Yes 0 No

• 

  pascha45

  • September 11, 2024 06:55

  Hello John,

  You write: “Avira Prime downgraded to Free despite active subscription. Unable to login.”

  Your license was not downgraded, no, it was not purchased by you at this email address! No Prime license was ordered under this email address, and therefore no Avira Prime license is stored! Each subscription purchased in the Avira online store 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.

  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 Avira installation, nor to your installed operating system and the current update with exact version numbers. Neither the Avira license nor the installed OS have exact version information, this is only available to the Avira customer account after your correct login!

  Here, the publicly accessible Avira Community is unfortunately no way to contact Avira Support. See the Avira Community guidelines: “How do I create a post?  ⇒ Details are important”

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

  Premium customers with a valid license and correct registration can contact the Avira support team directly from the Avira customer account under “SUPPORT”; by email, support chat and (in some cases) telephone. 

  You are writing here with an e-mail address that you only set up today. You have 2 email addresses in your Avira customer account, but the one you are using here does not contain an Avira license that you have purchased. In addition, one of your email addresses stored with Avira has not yet been verified by you.

  The digital assistant Mark drew your attention to your incorrect registration: “I am here to help, but my assistance is limited to your subscription level.” and “I am here to help, but my assistance is limited to your subscription level.”  You will also be reminded of the urgent need to register correctly.

  The Avira Community 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 registration via Avira Support. Thank you for your understanding.

  Kind regards

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