double payment

Completed

Featherstone Featherstone

• May 05, 2021 15:21

I am being charged twice monthly for my VPN - this has been going on for some time. How can we sort this out? On my bank a/c it appears as "Google Play Ap 650-253-0000 GBR. I use the free version of Avira antivirus.

Yes 0 No

• 

  pascha45

  • May 05, 2021 15:58

  Hello Featherstone,

  The community is a publicly accessible forum, personal data may and can neither be questioned nor processed here in accordance with the Data Protection GDPR. Questions regarding your license or Avira payment processing can only be handled by the support team via your customer account by email in accordance with GDPR. Thank you for your understanding.

  Is it possible that you purchased this app from Google Play?

  Each subscription purchased in the Avira Online Shop is assigned to a customer account, which is always automatically activated for the e-mail address used during purchase.

  Please check your licences in your Avira customer account under Subscriptions: https://my.avira.com/en/dashboard/subscriptions/tabs/plans

  If no licence is stored there, please check your products purchased at Google Play.
  If anything is still unclear, please let us know, and we will be happy to help.

  Kind regards

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• 

  Thomas Iwankow

  • December 30, 2021 03:12

  I have been charged 3 times in the past year for the 5 devices.

  Reference #255xxxxxx: Your Prime (max. 5 devices) order 1/2/2021

  Reference #282xxxxxx: Payment information for Prime (max. 5 devices) 7/9/2021

  Reference #312xxxxxx: Payment information for Avira Prime (max. 5 devices) -12/29/2021

  Please advise why this is happening

  Tom Iwankow

  Yes 0 No
• 

  pascha45

  • January 11, 2022 20:08

  Hello Tom,

  We have removed your personal data, the ref. Numbers of your licenses, for your security.

  You are writing here in a publicly accessible forum, personal data can and may not be questioned or answered in this forum according to the Data protection GDPR. Questions about your license or payment processing can unfortunately only be handled by the support team via your customer account via email in accordance with GDPR. Thank you for your understanding.

  Premium customers with a valid license can contact the support team directly.
  Based on your contract documents, your licenses can be checked and answered GDPR-compliant via email. Unfortunately, we do not have access to your customer account.

  You have already contacted the support team and received answers.

  Many greetings

  Yes 0 No

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