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VPN pro does Not run

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14 comments

  • Avatar
    pascha45

    Hello K C,

    If you have purchased the Pro Version in Avira Online Shop, follow the instructions below:
    https://support.avira.com/hc/en-us/articles/360000793445-How-do-I-upgrade-my-Avira-Phantom-VPN-Free-to-VPN-Pro-after-the-purchase- 

    You wrote: I am logged in to my account. But the Pro version is not available in my account.

    Where did you buy the license? If it was purchased in the Avira Online Shop, did you log in with the email address that was used for the purchase?
    The license is activated on the customer account with the email address used during the purchase.

    If you do not find any subscriptions in your customer account, this probably means that you are not logged in with the e-mail address used for the invoice.
    Please check the purchased license with the settings in your customer account.

    If something is still unclear, please let us know, we are happy to help.

    Many greetings and a nice weekend

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  • Avatar
    K C

    I have purchased the pro Version via my IPad in the Apple AppStore. Its the Same email Adress as i  use for the Avira Account. 

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  • Avatar
    pascha45

    Hello K C,

    Unfortunately, purchased licenses from the iTunes Store are not synchronized correctly in our database.
    It is possible that you purchased an Avira license from the iTunes Store but you do not see it in your account.

    If you experience problems with this, we recommend that you cancel the license via the iTunes Store and purchase it directly from our online store (Free and PRO) - https://www.avira.com/en/free-vpn   especially if you would like to see them in your Avira account at any time.

    For your problem now, try to uninstall the software again and to install it again / restore the purchase via the apple store and and check what happens.

    Best regards and a nice weekend

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    K C

    Unbelievable. I wont use your products anymore. 

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    K C

    Now, it runs. Obviouseley it was possible to synchronize the database.
    Very disappointed about the support. You have to inform the customer before they purchase your products that there are problems.

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  • Avatar
    pascha45

    Hello K C,

    Thanks for the feedback, we are happy that it works after another try. As recommended, the errors sometimes do not occur after a new attempt and a restart.

    Yes, it would be good to inform before.

    The problems occur with the license purchased from Apple, the way in the opposite direction - bought at Avira  - from Avira to the installation on Apple runs correctly ...

    Have pleasure with the new license.
    If anything should ever be unclear, please let us know, we are happy to help.

    Best regards and a nice weekend

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  • Avatar
    K C

    And again. I have payed for the next 4 weeks but again the database hasn't synchronzied so the i cannot use the lisence. Very disappointed. By the way, on my Ipad when i watch tv stream the sound and the video doesn't match.
    I hope you could solve the problem very fast. How could i relaunch my license for one month without these problems each time?

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  • Avatar
    pascha45

    Hello K C,

    The difficulty with the license purchased from the App Store and then installing it on Windows are well known. Therefore, we had already written that the license purchased in the Avira Online Shop/ Windows can be installed on Apple devices without any problems.

    Where did you buy the license now?
    Please have a look at the above articles about your problem, there we have made a recommendation.

    Have you ordered from Apple again now?

    Many greetings

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  • Avatar
    K C

    I am sorry. As the last time in the Apple App Store. I thaught that this was a temporarly problem. I didn't realize that the synchronization of the database with apple is always a problem.

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  • Avatar
    Arthur Lukas Huptas

    Hello K C,

    We're a bit confused as you sadly don't provide as much information as we need. So please tell us these details:

    • Devices which you want to use Avira Phantom VPN including the used operating system in detail
    • What kind of license did you bought and in which store

    Please note, if you bought a license for a specific operating system like Android or iOS/ macOS directly in these stores, the license if just valid for this kind of systems and not portable to other operating systems like Windows, e.g.

    Thank you in advance.

    Best,

    Arthur Lukas Huptas

    Avira Community Manager

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  • Avatar
    K C

    Avira Phantom VPN Pro Monthly Subscription All Platforms
    Bought on my Apple Ipad in the Apple App Store.
    Same Emailadress as this Email Adress of my Avira Account.

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    K C

    I use it on Apple Ipad and Android Smartphone

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  • Avatar
    K C

    I wait for your support. Can you solve the problem or not? For the moment i have paid but cannot use the vpn since 4 days. I have called your support too. After 45 minutes of waiting, someone took my call. After explaining my problem the call ended. So i hope you are able to help me soon.

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  • Avatar
    Arthur Lukas Huptas

    Hello,

    Due to the fact that we are in need to exchange personal data, we need to create an email ticket for you.

    Please tell us if this is fine for you (GDPR).

    Best,

    Arthur Lukas Huptas

    Avira Community Manager

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