Upgrade does not work
Answered
I decided to buy Prime in February 2021 paying monthly using my PayPal account. You have taken the first payment of £8.99 on the 14th February 2021 but my Avira Account is still asking me to upgrade and says License None?
It also says 'Install Avira Security Suite to benefit from all features' yet I have done that too? And I don't therefore have System Speed up
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Hello Lisa,
Please log in at https://my.avira.com/en/dashboard/home with your access data.
Please make sure to log in with the email address you used to purchase the licence. Every subscription purchased in the Avira Online Shop is assigned to a customer account, which is always assigned to the email address used for the purchase and is activated immediately.
Look here: https://my.avira.com/en/dashboard/subscriptions/tabs/plans Your licence should be displayed and can be installed.
Here are instructions for installing Prime:After the correct installation, your Prime licence should be displayed in the customer account and all installed applications can then also be used.
Is it possible that you had previously installed the "Avira Security Suite"? Have you uninstalled all previous virus programs?Speedup is included in the Prime version and can be used after a correct installation.
If something is still unclear, please let us know, we will be happy to help.
Many greetings
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I've logged into my account, nothing showing on the subscription there at all. If you have sent me an email with the customer account number, I haven't received that at all, only an activation email.
I have removed the free Avira that I had as have always used it, logged off, still nothing on the subscription. I do have Avira dated 3rd March 2021 but I don't know whether that was an update for the programme or the one I purchased. The first payment via Paypal was the 11th March 2021.
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Hello Lisa,
Every subscription purchased from the Avira online shop is associated with a customer account, which is always associated with the email address used during purchase and is activated immediately.
We are a publicly accessible forum, personal data may not be questioned or processed here in accordance with the Data Protection GDPR. Questions regarding your licence or Avira payment processing can only be processed by the support team via your customer account by email in accordance with the GDPR. Thank you for your understanding.
You paid with PayPal, did you add the delivery address so that PayPal does not have to create a new email address for you?
How can I change my delivery email address when purchasing via PayPal? – Official Avira Support | Knowledgebase & Customer Support | AviraPlease log in to your customer account with the e-mail address you used to purchase the licence. This is especially important if you have more than one email address in your account. The licence should then be stored in your customer account at https://my.avira.com/en/dashboard/subscriptions/tabs/plans.
Please have a look at the information, maybe you will find a solution there:
We regret that we are unable to provide you with any further information about your purchased subscription here, as we do not have access to your customer account.
Kind regards
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Thanks for your message. I have deleted/removed old versions of Avira and also done microsoft upgrades. I have then redownloaded Avira, still not showing that I have paid and I cannot contact customer as I don't have a license! Really am pissed off now that I am paying for something that I cannot use to it's full potential.
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Hello Lisa,
To use your license, it is strongly required to log in to your customer account with the data you used to purchase the license. You have paid with PayPal, have you entered the shipping address so that PayPal does not have to set up a new email address for you?
You write on 15/03/21 that you have received an activation email.If you have sent me an email with the customer account number, I haven't received that at all, only an activation email.
On 16/03/21 we explained to you what has to be considered when paying via PayPal. Again, please log in with the email address that was used to purchase your license through PayPal. It seems that a new email address was created by PayPal, which you used to receive the activation email and which you also confirmed in your writing from 03/15.
Please log in to your Avira customer account:
https://my.avira.com/en/dashboard/home.
You will find your license under Subscriptions:
https://my.avira.com/en/dashboard/subscriptions/tabs/plansAfter that, your license is displayed in your customer account, and you can install the Prime version. Purchase and Install Avira Prime has already been described above.
This way you can also contact Avira support and use the license to its full extent. Thanks for your understanding.If something is still unclear, please let us know.
Kind regards
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The email I used for Avira is the same as the Paypal one.
As I have said before, there is nothing under subscriptions other than No Active Subscriptions.
I received the activation email as I have said but there was no license number.
Please cancel my subscription as I cannot do it without the license number (obviously!) and refund all monies already paid back to my Paypal account, thanks.
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Hello Lisa,
After the purchase, the customer only receives an activation e-mail.
License number/activation code no longer exists, as it once did. Again, as already described:
Activate your Avira license – Official Avira Support | Knowledgebase & Customer Support | AviraYou have several email addresses stored in your Avira customer account. Please check your email address again, with which PayPal sent you the activation of the licence.
Do you know blueyonder.co.uk?
We already mentioned it, we are a public forum, personal data cannot and must not be processed here according to Data protection GDPR.
A refund can unfortunately only be initiated by the licence holder, we have no data or authorization to do so.
Request a refund for your Avira order – Official Avira Support | Knowledgebase & Customer Support | AviraQuestions regarding your license or Avira payment processing can only be handled by the support team via your customer account by email in accordance with the GDPR. Thank you for your understanding.
To use your license and to see it in your customer account you do not need a license number, you have to log in to your customer account with the correct email address - the email address PayPal activated your license to!We hope that after a thorough check of your PayPal documents for the purchase of the licence, you will find the correct email address and will be able to use your Prime licence.
Best regards
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