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Cannot access paid account

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  • Avatar
    pascha45

    Hello,

    Please log in to your customer account at https://my.avira.com  ⇒ Subscription:  https://my.avira.com/de/dashboard/subscriptions/tabs/plans 

    IMPORTANT: Please include the address with which the invoice was sent to you. If you paid with PayPal, please note the address of the invoice.
    The license will always be activated automatically to the account with which the license was purchased. The e-mail address on the invoice must be the same as that of the customer account.
    Below are instructions for installing the Avira Prime Version:

    https://support.avira.com/hc/en-us/articles/360001861017-How-do-I-install-my-Avira-Prime-apps- 

    If anything else is unclear, please let us know, we are happy to help.

    Kind regards

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    Avira Customer

    I purchased a two-year Avira Prime plan for my device in 2019 March. Over the last two weeks, I have not had coverage and also have been unable to access my account. I paid using my credit card, and I have my credit card statement. My dashboard says I have nothing and is asking me to upgrade to Prime, which I already purchased. I really need some assistance with this.

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  • Avatar
    pascha45

    Hello,

    If you don't find any subscriptions in your customer account, it means that you are not logged in with the e-mail address with which the invoice was sent to you.

    Did you - as indicated by us - log in to your Avira customer account and the license is displayed under subscription?

    This answer is important for the further search, also the next ...

    Did you purchase the license in the Avira Online Shop?
    Did you use PayPal for payment?
    If you have received the invoice with the transaction code (PayPal) or the Reference number?
    Has your e-mail address ever been changed?

    Please answer these questions so that we can help you find your license, only with these answers is it possible.
    We await your answers and will stay until then

    Kind regards

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    Avira Customer

    I no longer have access to that email address. I cannot log into my Avira customer account without access to that email. I have a secondary email address where I received notifications from Avira, including the "welcome to Avira Prime" email.

    I paid with a VISA credit card, and it shows up on my bank statement as "CBI*AVIRA," with a toll-free number next to it, along with what I believe is the bank's reference number.

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    Avira Customer

    I'm still waiting for your response to my last message (sent yesterday).

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  • Avatar
    Avira Customer

    This is the most incredibly frustrating process. I have been attempting to get assistance for THREE DAYS, to no avail.

    • I paid for a two-year subscription to Avira Prime in early 2019 using my VISA credit card.
    • I have my VISA credit card statement that proves my purchase.
    • I have copies of the emails sent to me that say "Welcome to Avira Prime"
    • I have had Avira Prime service until approximately two weeks ago, and without explanation I was removed.
    • I no longer have access to the previous email address for the account

    Since my account shows no license, I am unable to access any assistance with this issue. I've looked everywhere on your website seeking help, but when I click a link, I'm always sent back to the same page that gives me general FYI responses. And the worst part is you're telling me that I'm not entitled to any personal assistance with this problem because I don't have an Avira Prime license.

    This is NOT customer service. I paid for a license, and you're not providing me with even the most basic courtesy of a response OR help with what seems to be YOUR issue.

    I really would appreciate someone responding to me in some way OTHER than to ask me questions that I've already answered TWICE.

    Thank you. 

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  • Avatar
    pascha45

    Hello,

    You have answered, but the important questions remain unanswered.
    As already written, these 4 questions are important

    1. purchase in the Avira Online Shop, (or App Store?)
    2. payment with PayPal,
    3. if reference number or transaction code is available
    4. e-mail addresses change

    If this information is available and you agree, it is possible for us to search for your license.
    The Avira Support will then contact you via email. In this email you can insert the important data and the support will correspond with you via email.
    It is regrettable that without these answers in the email contact with the Support no search for your license can be initiated from here - basic data protection regulation DSGVO.
    And we are still happy to use these answers to help you find your license immediately.
    Please give us only a short confirmation that you agree with the search and that you have these documents (reference number or transaction code) which you can later specify in the e-mail from the support.

    You wrote: "I have a secondary email address where I received notifications from Avira, including the "welcome to Avira Prime" email." You did the installation from this account?

    Thank you for your understanding - it's a little complicated.

    Kind regards and a nice weekend

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  • Avatar
    Avira Customer

    You have answered, but the important questions remain unanswered.
    As already written, these 4 questions are important

    1. purchase in the Avira Online Shop, (or App Store?)
    2. payment with PayPal,
    3. if reference number or transaction code is available
    4. e-mail addresses change

    If this information is available and you agree, it is possible for us to search for your license.
    The Avira Support will then contact you via email. In this email you can insert the important data and the support will correspond with you via email.
    It is regrettable that without these answers in the email contact with the Support no search for your license can be initiated from here - basic data protection regulation DSGVO.
    And we are still happy to use these answers to help you find your license immediately.
    Please give us only a short confirmation that you agree with the search and that you have these documents (reference number or transaction code) which you can later specify in the e-mail from the support.

    You wrote: "I have a secondary email address where I received notifications from Avira, including the "welcome to Avira Prime" email." You did the installation from this account?

    Thank you for your understanding - it's a little complicated.

    Responding to your questions above:

    1. I probably made my purchase through the online shop.

    2. Regarding my payment method: I have answered this question in all four of my previous notes. For the FIFTH time, I paid with my VISA credit card.

    3. I don't have the reference number or transaction code, unless it's this (from my credit card statement):

        24692161E2XAF11K3 -- CBI*AVIRA 800-799-9570 IL

    4. I no longer have any access to the previous email address. That is the one that probably was used for installation. 

     

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    Avira Customer

    As I've received no response to my message THREE DAYS AGO, I'm sending it again...

    Responding to your questions above:

    1. I probably made my purchase through the online shop.

    2. Regarding my payment method: I have answered this question in all four of my previous notes. For the FIFTH time, I paid with my VISA credit card.

    3. I don't have the reference number or transaction code, unless it's this (from my credit card statement):

        24692161E2XAF11K3 -- CBI*AVIRA 800-799-9570 IL

    4. I no longer have any access to the previous email address. That is the one that probably was used for installation. 

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