Log-in to premium account not possible - E-mail not active anymore

Permanently deleted user

• May 13, 2021 06:18

Hello all,

following issue: log-in to my father's premium account is not possible anymore as his old e-mail address was deleted / deactivated. When logging in with his new e-mail address his subscription is, of course, not showing and we cannot use it. Currently he does not have Avira installed at all due to this issue. 

How can I contact the customer support to resolve this issue? There is no option to contact the support with a free account.

Thanks!

Yes 0 No

• 

  pascha45

  • May 13, 2021 07:25
  • Edited

  Hello Philipp,

  Have you already tried to continue using the access data that your father set up to access his Avira account to log in?
  Every subscription purchased in the Avira online shop accesses a customer account, which is always assigned to the email address during purchase.

  Even if the e-mail address can no longer be used to send e-mails, this e-mail address is part of his access data that he has chosen and with which he has logged into his customer account.

  So, please try to log in to the Avira customer account with the access data - the email address and his chosen password.
  To avoid further difficulties, the e-mail address can then be updated correctly.

  You have also contacted the support and already created a ticket there. You will also receive further information in your ticket. Thank you for your understanding.
  If anything is still unclear, please let us know, and we will be happy to help.

  Best regards

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• 

  Permanently deleted user

  • May 13, 2021 07:30

  Hello,
  Thanks a lot for the quick reply. I forgot to mention: he does not know his password anymore. And when he tries to login the reset password is obviously sent to the deleted email...
  Any other ideas?
  Thanks in advance!

  Yes 0 No
• 

  pascha45

  • May 13, 2021 08:34

  Hello Philipp,

  The email address is known, which means that the password has been forgotten...

  Resetting the password only works with an active licence and the current email address, i.e. with the access data stored in the customer account at Avira.

  We are a publicly accessible forum, personal data may and can neither be questioned nor processed here according to the data protection GDPR. Questions about the licence and your access data can unfortunately only be processed by the support team via your customer account by email in accordance with the GDPR.

  We regret that we cannot be of further assistance to you from the community, we are a publicly accessible forum in which anyone can read. We do not have access to your father's account.
  You will receive further information from the support team in the ticket you have already created.

  Many greetings

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