Can't cancel subscription for 2 months!

Completed

Permanently deleted user

• July 30, 2020 08:14

I installed the avira Phantom VPN mobile app - 7trial free.
I gave my bank card details. But an error occurred during the authorization process in the application. After 7 days, I was charged 349 rubles. And a couple of days ago I was charged again (349 rubles). I cannot log into the app to cancel my subscription! I also cannot contact the support team, because the system does not have information about my license (so I can't cancel the contract by deactivating the Automatic License Renewal)! Why does such a large company have such mistakes?! Please contact me to restore my license or get a refund (gai****go@gmail.com)

Repeat. I cannot contact support https://support.avira.com/hc/en-us and cancel a subscription or leave a refund request because your system does not have information that I bought a license!
I cannot follow the instructions on this link. https://support.avira.com/hc/en-us/articles/360000744025-How-can-I-request-a-refund-for-my-Avira-order-
because your system does not have information that I bought a license!

There is information about my subscription in the play market (active from July 22)

Yes 0 No

• 

  Lukas Huptas

  • July 31, 2020 13:37

  Hello Margarita,

  Well, as you've made a subscription through the Google Play Store, you are in need to cancel this subscription also there. We cannot access user information on purchases that are sent through the corresponding app stores.

  https://support.google.com/googleplay/answer/7018481?co=GENIE.Platform%3DAndroid&hl=en

  Best,

  Arthur Lukas Huptas

  Avira Community Manager

  Yes 0 No
• 

  paul summers

  • January 30, 2021 15:54

  I need to contact AVIRA to cancel my subscription because it was made in error, but I can't follow the lingo  or navigate the way to find an email address or anything else. I also want to request a refund but it seems nothing will work.

  Yes 0 No
• 

  pascha45

  • January 30, 2021 18:23
  • Edited

  Hello Paul,

  Please log in with the email address under  https://my.avira.com/en/auth/login  and under https://my.avira.com/en/dashboard/subscriptions/tabs/plans   you will find your license.
  There you can set the automatic license renewal as you wish.
  https://support.avira.com/hc/en-us/articles/360001045178-Cancel-your-Avira-subscription 

  You can also initiate a refund yourself with the following instructions, see
  https://support.avira.com/hc/en-us/articles/360000744025-Request-a-refund-for-your-Avira-order? 

  Premium customers with a valid license can contact the support team directly:

  • https://my.avira.com/en/dashboard/support/tabs/support
  • or
  • https://support.avira.com/hc/en-us    scroll down to Contact Avira

  Unfortunately, we cannot offer you any further help from here, the community.
  Questions about the license can only be answered by the support team. We are a public forum, personal data can not and may not be questioned or edited from here - Data protection GDPR.
  Premium customers with a valid license can contact the support team directly.
  What allegedly did not work?

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

  Best regards and have a nice weekend

  Note: We have just seen your contacts with the support team.
  You write  "but nothing seems to work".
  You have written several times to the support and please stick to your self-created ticket.

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• 

  paul summers

  • February 01, 2021 15:51

  I've been trying for hours to navigate this system. When I get to the licence bit I come to a problem. it needs a licence . what is the licence? Is it a code or what? and do I need to turn my subscription off before i find the licence and leave a request for a refund? 

  Yes 0 No
• 

  paul summers

  • February 01, 2021 16:29

  What I meant by "nothing seems to work " is Nothing I trid seeems to work. and it still doesn't

  Yes 0 No
• 

  pascha45

  • February 01, 2021 18:20

  Hello Paul,

  We understand that you have a problem with your license, which you don't want to have and for which you want a refund. But it is absolutely not helpful to create 5 posts here in the community and 2 tickets at the support for this.

  In the first reply, the way to your customer account was described, but you don't address that.
  Again, and please read it when we reply, we can't help you here in the community.
  We are a publicly accessible forum, personal data we can and may not question or edit here according to the Data protection GDPR. We have no access to your customer account here, we cannot initiate or take over any refund for you here.
  All this is possible for you in the support team, there the exchange of your data can be carried out in accordance with the data protection regulation by e-mail.

  Therefore, we ask you to stay with your self-created ticket at the support. There you can tell when you purchased your license and your contracts can be checked. We can't do it, we don't have any data about your contracts, and we don't have any email contact here, which is required for personal data exchange according to  General Data Protection Regulation.

  Again - please stay with your messages in your self-created ticket to the support. Thank you for your understanding.

  Kind regards

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