Purchased Product not Showing under subscriptions
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Good Day,
I used the 30 day trial version of Avira Prime, where after the payment was deducted from my bank account and I received the invoice for the transaction from Cleverbridge.
It has been 40 hours since the transaction and yet the my subscription in not on my web portal and my system is running the Avira free version.
Please help.
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Hello Flip,
Please make sure that you are logged into your Avira customer account https://my.avira.com/ with the email address you used to purchase the license.
Please have a look at the following instructions, maybe you will find a contribution to your problem there.
If you need further clarification, please let us know, we are happy to help.
Kind regards
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Good morning Pascha,
I went back step-for-step on my actions. I had the trial version for 30 days.
1) The initial payment after 30 days did not go through and I then deleted my account, thinking that I would just proceed with the free version.
2) Avira then ran another payment on Sunday night, at which time the payment did go through.
3) I received the following confirmation mail and invoice:
Dear Flip De Bruyn,Successful payment for your subscription
We’ve just automatically renewed your license with the reference number xxxxxxxxxxx, based on the settings in your Avira account. You can see and manage the status of your Avira subscription under my.avira.com, at any time.
cleverbridge is Avira Holding GmbH & Co. KG's shopping cart and customer service partner.
Below you will find your cleverbridge reference number. To ensure the most prompt and efficient service, please always refer to your reference number when contacting us.
Your cleverbridge reference number: xxxxxxxxxxx
Payment information
Your credit card (xxxxxxxxxxxxx9958) has been successfully authorized. Please note that the charge on your credit card will appear as "TRIAL*AVIRA." Your products
Qty. Product name Delivery 1 Avira Prime (5 devices) [12 months - 1 user]Electronic delivery There will be a slight delay in the delivery of your license key. We are in the process of correcting this technical issue which may include waiting for information from the software publisher. This should be resolved within 1-2 workdays, although it is generally much faster. We will contact you via email as soon as further information is available. We apologize for any inconvenience.5) I can now not access the procured software when I log in again with my e-mail address.Hope you can assist to correct the issue.0 -
Hello Filip,
Well, there’s an account based on the email address which you’re using here but no transaction from the provided reference number.
On the other hand, there seem to be some errors in the database based on the fact that you’ve deleted your account while syncing process. So, to handle this issue without any further steps from your side, we’ve added an Avira Prime license into your account which you are using here.
Just login with the same credentials as used here to unlock your installation.
@pascha45 - Thank you for your effort to clear this situation!
Best,
Arthur Lukas Huptas
Avira Community Manager
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i was on free trial but today my moeny is deducted yet the subscription is not online in my portal
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and the website is also not working in pc properly for payment and i have tried alot to contact avira but i was unable to do so because of the dumb website
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Hello Charul,
You are writing here in the public forum with an e-mail address under which no Avira license is stored. Neither an Avira trial version nor a purchased Avira license.
In this user2user forum, here is neither access to your Avira customer account and your Avira installation nor to your purchased Avira license.
Here, the publicly accessible Avira Community is unfortunately no way to contact Avira Support. See the Avira Community guidelines: “How do I create a post? ⇒ Details are important”Avira Community Guidelines – Official Avira Support | Knowledgebase & Customer Support | Avira
Every subscription purchased in the Avira online store is assigned to an Avira customer account, which is always assigned to the email address used for the purchase and is automatically activated under this email address.
Check whether you have canceled your trial subscription in due time! You will be informed that if you do not cancel your trial subscription, it will automatically be activated as a paid license.
The digital assistant Mark draws your attention to this in the chat: “I am here to help, but my assistance is limited to your subscription level.” and “If you have an account, please log in for premium support services.” A satisfactory answer is only possible with your correct registration, which means: no “waste of time”!
Premium customers with a valid license and correct registration can contact the Avira support team directly from the Avira customer account under “SUPPORT”; via email, support chat and (partly) phone.
Your information: “... and i have tried alot to contact avira but i was unable to do so because of the dumb website” is not understandable for us. You have added several e-mail addresses at Avira. Please log in with the email address of the order, this is the only way to get access to your purchased license and your Avira customer account.
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, i.e. GDPR-compliant by e-mail with your correct registration via Avira Support. Thank you for your understanding.
Kind regards
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