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AVIRA Phantom VPN Pro - license deactivated

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6 comments

  • Avatar
    pascha45

    Hello SLY,

    Unfortunately, purchased licenses in the iTunes Store were not synchronized correctly in our database.
    For example, you may have purchased an extension from the iTunes Store but it may no longer appear in your account.
    A quick way is to cancel your order from the iTunes Store and purchase it again from the Avira Online Shop  https://www.avira.com/en/vpn-pro 

     When did you purchase the license?

    If you do not wish to use this method, please let us know. We will create a ticket to the support Team.

    Thank you for your understanding.

    Many greetings

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  • Avatar
    Manuele NONAME

    Hello,

    Thank you for your answer.

    I purchased the license on 09/05/2019 and renewed on 05/09/2020.

    The license is deactivated even if I paid € 59.99.

    Now, if I cancel my order from the iTunes Store and purchase it again from the Avira Online Shop, I have to pay again.

    How should I do it?

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  • Avatar
    Arthur Lukas Huptas

    Hello,

    Well, if you would like to cancel your subscription at Apple directly, please see this article of how to proceed:

    https://support.apple.com/en-us/HT202039

    https://support.apple.com/en-us/HT204084

    Sadly, we don't have access to data that are proceeded by Apple.

    Best,

    Arthur Lukas Huptas

    Avira Community Manager

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  • Avatar
    Manuele NONAME

    Hello,

    Thanks for the reply.

    I can cancel my subscription but it is not possible to ask for a refund.

    This means that I can cancel the subscription and it will not be renewed in a year, but the sum of € 59.99 that I paid will be lost anyway.

    I have to pay for a new subscription and spend the money again.

    I can understand that there is no exchange of information between Apple and Avira but the money has been paid for AVIRA Phantom pro, it should be a problem that you manage internally not that you leave the problem to the customers.

    I think paying twice is not acceptable, do you agree?

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  • Avatar
    Arthur Lukas Huptas

    Hello,

    We cannot access data which Apple won't provide but you can use this:

    • Go to reportaproblem.apple.com
    • Sign in with your Apple ID and refund the IAP

    If your Apple ID is different from your initial purchase email (which had an active license for one year) please use this one to log-in.

    Best,

    Arthur Lukas Huptas

    Avira Community Manager

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  • Avatar
    Manuele NONAME

    Hello,

     

    I tried the refund process, but Apple does not refund for this transaction.

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