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Annual subscription taken but no license provided

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19 comments

  • Avatar
    Arthur Lukas Huptas

    We're sorry that you're facing issues with our software.

    Did you try to login with your used Avira credentials? If you are having more than one Avira account, please make sure that you are logged in with these which your subscription is used with.

    Best,

    Arthur Lukas Huptas

    Avira Community Manager

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  • Avatar
    R P

    Thank you for your prompt response. I am logging in with my usual details. I only have one Avira account. My subscription was due for renewal but after the renewal date I couldn't log in despite my renewal fee of £112.99 having been taken from my account. I have the proof of this (my bank statement). All I have now is the most basic Avira software (the free version I presume). It offers the option of upgrading to Pro version which I HAVE ALREADY PAID £112.99 FOR. Avira does not seem to connect me to my account. It has my Prime membership as starting from August 2019, not August 2018 which is when I joined.

     

    I can provide proof of payment but obviously not via a community forum. This is both stressful and upsetting.....money has been taken from me without a service being provided. When I tried to contact Avira I was informed that only Prime members receive direct contact support. This is frustrating as I am a Prime member. I paid for it last year and I have paid for it this year through automatic subscription renewal. I would be grateful for an explanation of what has happened and provision of a licence for Prime membership as I have paid for this.

    Regards.

     

     

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  • Avatar
    Arthur Lukas Huptas

    We will create a support ticket for further investigation as we cannot provide here any personal data.

    Best,

    Arthur Lukas Huptas

    Avira Community Manager

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    Thomas Carlsson

    I have the exact same problem. I have paid 61€, but in my account it says that I have no subscription. How can you assist me?

     

    Thomas Carlsson

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  • Avatar
    Arthur Lukas Huptas

    Hello Thomas,

    The situation above was cleared. Their renewal was made with a different email address. So if you've used another email address like a Paypal email, please see if you can use this one instead.

    Best,

    Arthur Lukas Huptas

    Avira Community Manager

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  • Avatar
    Permanently deleted user

    Subscriptions show I have no valid subscriptions which is strange as I have Avira Total Security Suite [12 months - 1
    device]
    1 AU$ 113.95
    Total: AU$ 113.95

    And Avira Total Security Suite [24 months - 1
    device]
    1 AU$ 202.95
    Total: AU$ 202.95 

    And

    Avira System Speedup
    Item Number 1

    Please contact me to sort out why Avira is not identifying my subscriptions and also why I have 2 x total security Suite ???

    $33.95 AUD

    1

    $33.95 AUD

     

     

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  • Avatar
    Arthur Lukas Huptas

    Hello Kenneth,

    Please login to your Avira account at https://my.avira.com and make sure that you're using the correct credentials. Within this page, you'll find all the details about your subscription(s).

    Best,

    Arthur Lukas Huptas

    Avira Community Manager

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  • Avatar
    anthony layland

    I have the same issue £51.99 was taken from my account and now I can't even open Avira. What on earth is going on?

    A.W.Layland

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  • Avatar
    pascha45

    Hello Anthony,

    Have you paid with PayPal and used your Avira e-mail address as your delivery address?         Please check if you are logged in with your access data with which your subscription was purchased. 

    If you've used another email address, please see if you can use this one instead.

    Kind regards

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  • Avatar
    Arthur Steagall Condé

    I have the exact same problem. I have paid 61€, but in my account it says that I have no subscription. How can you assist me?

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  • Avatar
    R P

    Hello Arthur,

    Apologies for delay in answering your question.....I've only just checked my emails. Have you changed your email recently? I'd changed my email address and had changed email details in my Avira account before renewing my subscription but for some reason the email address wasn't updated by Avira.

    Hope that your problem has been sorted.

    Best wishes.

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  • Avatar
    Shan Lim

    Hi, I just paid for the Avira Annual subscription with PayPal using my yahoo email account. When I tried to log in with my Google account the app just closes itself. When I clicked on the Avira icon, it appeared but quickly closes. Now I have no way to access Avira to docanything. Please help.

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  • Avatar
    Angelo Troglia

    Dear sirs

    I have checked my credit card situation.

    - On 21/08/2019 I've paid 24.95 €.

    - My Avira antivirus is the free version.

    Cuold you explain me for what is the payment?

    Thanks

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  • Avatar
    pascha45

    Hello Angelo,

    It is possible that this is an older activated automatic license renewal?
    https://support.avira.com/hc/en-us/articles/360000924057-How-do-I-disable-or-enable-Automatic-License-Renewal-of-my-Avira-product- 

    Please make sure that you are logged in with the email address you used to purchase your subscription. If you have more than one Avira account, you need to pay special attention to the correct access data, there are 2 email addresses in your Avira account.

    If you want further investigation you can, of course, contact our support team directly under the Contact Avira section on the main page: https://support.avira.com/hc/en-us 

    I hope this information is an answer to your question.

    Kind regards

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  • Avatar
    Angelo Troglia

    I've checked my Avira licences and it result that I don't have any.

    Then, my question is the same: if I have the free antivirus why I've paid 24.95 € on 21/08/2019?

    On 24/08/2015, I've made a subscription for an antivirus pro. The licence was automatically renewed on 2016 and 2017. I received rgular invoices.

    On 2018 I had a charge of 24.95 €, and the same on 2019 wthout invoices and without renew of pro antivirus. On the credit card report is written: Avira Antivir Tettnang DEU.

    I renew my question: for what kind of antivirus are those payments?

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  • Avatar
    pascha45

    Hello Angelo,

    Here in the COMMUNITY,  we have no access to your customer account. Please contact the SUPPORT-TEAM: https://support.avira.com/hc/en-us 

    The transfer order must have a transaction code or reference number.
    Is it possible that you had installed SPEEDUP or similar Avira applications ?

    What information is provided by your credit card?
    For Avira, Cleverbridge is the partner for payment processing.

    Here is a contact option for information:

    https://support.avira.com/hc/en-us/articles/360000819065-Who-is-cleverbridge- 

    We are a public forum, personal data should not be processed here - privacy.
    Sorry, I cannot give you more information  - answer your question.

    Kind regards.

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  • Avatar
    Yong SM

    Hi "support Team'

    My name is Yong Siew Meng . I have already cancelled my subscrption and yet there is still charges to my credit card on the 6th Jan 2020. 

    Txn reference : 05372010006206414056882

    Amount RM120.19

    I also check on my account on Avira and the status is " No Active subscription "

    Kindly look into this and appreciate a refund

    Regards

     

     

     

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  • Avatar
    d g

    I have the same problem. as Yong Siew Meng.  I cancelled autopay but cleverbridge still took money.

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  • Avatar
    pascha45

    Hello Yong S M,

    Hello d g,

    See the description in the previous article.
    Here in COMMUNITY we do not have access to your customer account. Please contact the SUPPORT TEAM:

    https://support.avira.com/hc/en-us  at the bottom of this page or from your customer account  https://my.avira.com  under “SUPPORT”

    Only there is access to your customer data.

    Here you will also find instructions for refunds:
    https://support.avira.com/hc/en-us/articles/360000744025-How-can-I-receive-a-refund-for-my-Avira-order- 

    I hope this is helpful to you.
    Best regards and a nice weekend

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