Avira account lost and new Prime purchase

Avira Customer

• May 20, 2021 11:58

I have avira installed on my pc from a few years ago,  and I thought I would upgrade to Prime, as it kept flashing up to "upgrade"... soI have just paid for it and have the invoice.

I (wrongly) assumed it would link me to a user key or license number but nothing happened.

I have a feeling it must be linked to the old avira account (which I have no idea which email account it was and I think I dont have access to it anyway)

So I have just paid £85.99 and have tried to create a new account, which it allowed me to do.

How do I get the paid product, linked to my (new avira account) and get this up and running?

If I knew this would happen I would have just bought it from the website and not the already installed old version on my laptop.

Help :(

Yes 0 No

• 

  pascha45

  • May 20, 2021 13:22

  Hello Avira Customer,

  We are sorry that there are inconveniences with your licence.

  However, "Help :("  - is only possible with accurate details and precise information.

  Please describe exactly:

  • Which OS, (version with version number)
  • Which Avira version? (what did you have installed before, exact version)
  • Where did you order the extension? (in the Avira online shop)
  • The email address is important, without it nothing is possible.

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

  Each 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 automatically activated under this email address.
  There is no longer a user key/activation code.

  Please log in to your Avira customer account with the email address you used when placing the order. If your old email address was active when you placed your order, then log in to your customer account with your password to these access data.
  If you have access to your customer account, you can then contact the support team to clarify or merge the accounts.

  You must have purchased the licence in the Avira Online Shop. Unfortunately, you did not provide any information about this.

  With the answers and precise information we will be happy to try to help you with concrete details.

  Many greetings

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