SMS not being sent

Completed

Permanently deleted user

• November 06, 2024 07:06

My main account is inaccesible due to the 2FA SMS never being sent.

Amazing.

Will choose another anti-virus.

I was trying the Avira Prime, just cancelled my renewal directly from my card.

Looking like scammers for a sec.

Just terrible. 

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• 

  pascha45

  • November 06, 2024 11:41

  
  Hello Tomas,

  Only the customer stores the current SMS confirmation data for the 2FA SMS in their customer account. If no 2FA SMS confirmation is sent, the current data stored by the customer for the confirmation SMS should be checked. Only the licensee is responsible for current data and is obliged to be available for the 2FA SMS!
  In the Avira customer account, the data you have stored for confirmation must be checked. So it doesn't even look like a scammer for 1 second!
  Only the licensee is responsible and has the right to cancel the trial version on time!

  You are writing here in the Avira Community, a publicly accessible "user2user" forum. We have neither access to your Avira customer account and your Avira installation, nor to your purchased Avira license.
  The publicly accessible Avira Community is unfortunately not a way to contact Avira Support. See the Avira Community guidelines: “How do I create a post?  ⇒ Details matter”

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

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

  You have already contacted Avira Support. It would be useful to clarify your request in your self-created contact to the support team. Your contract documents and settings are stored there.

  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. Questions about the Avira license can only be answered via your license GDPR-compliant by e-mail via Avira Support. Thank you for your understanding.

  Kind regards

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• 

  Permanently deleted user

  • November 12, 2024 12:58

  Hi pascha45, thank you for your response.

  I'm sorry, but I didn't understand your answer.

  First of all, when I try to log into my account, the 2FA SMS is never sent, the number is ok. By further exploring the in-browser console, there seems to be an error printed out on the console. I don't care if this is an actual error or not, I don't get the 2FA SMS, and thus, cannot log into my account. 

  Second, the reason I publicly create a post on this community, is because you there is no support way to reach customer support WITHOUT A PREMIUM ACCOUNT (terrible). So I have no other option but to do this. If it does not comply with your guidelines or something like that, make a more viable 

  Third, the inexistant support I had from you and the zero predisposition to solve this issue is the reason I will never be using your software again. I blocked the payment directly from my card, because if it wouldn't be for that, I WOULDN'T BE ABLE TO CANCEL MY FREE TRIAL BECAUSE I CAN'T ACCESS TO MY ACCOUNT, IT'S CRAZY! 

  Have a wonderful day, delete this post if you want, I'm just horrified by all of this. It makes it look suspicious that you are unwilling to help me enter my account, and cancel my free trial of Avira Prime (which I didn't even try because I can't log into my account... thanks).

  Cheers.

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