Lost Access to 2FA

Completed

Permanently deleted user

• February 18, 2022 15:27

Hello,

Recently all my logins for my devices have been logged out so I tried logging back in but the 2FA is preventing me from login in. I moved countries several months ago and I thought I disabled my 2FA for my account since I knew I was moving. But I created a new account to make this post, I would have preferred to do this request via email using the email I signed up with but whenever I click the email link in support I just get a pop up "Notice We have a high volume of emails at the moment and apologize for the delay in responding to your request." Not really sure what that means in general or how I am can prove that it is my account now and get access to it again.

Yes 1 No

• 

  J-Louis R J-Louis R

  • February 18, 2022 20:54

  same problem here....!!!!

  Yes 1 No
• 

  pascha45

  • February 19, 2022 08:21
  • Edited

  @  Sean Doris

  Hello Sean Doris,

  We regret that we cannot follow your descriptions.

  • Have you deactivated the 2FA setting for your account?
  • You can't access your customer account?
  • Which license did you purchase, exact name?

  If you have not activated a valid license, you will not be able to contact the support team, and you will be shown the official site https://support.avira.com/hc/de. 

  Log in to your customer account with the e-mail address you used to purchase the license.
  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 do not have access to your Avira account here in the community.
  You are writing in a public forum, personal data cannot and must not be questioned or answered in this forum according to the Data protection GDPR. Questions about your license or payment processing can only be handled by the support team via your customer account via email in accordance with the GDPR. Thank you for your understanding.

  Kind regards and have a nice weekend

  Yes 0 No
• 

  Permanently deleted user

  • February 19, 2022 10:50

  pascha45

  As mentioned in my post above

  - I thought I did disable 2FA before moving countries, however it seems that I wasn't successful in doing that.

  - I do not have access to my account, thus even if I had a valid licence I would not be able to use it since in order to contact support you first need to re-login to validate your credentials. 

  Additionally,

  - I did not purchase any products from Avira, I am a student and I just use their password manager and their free version of their antivirus.

   

  Given these facts, is there anything I can do to recover full control of my account? Is there a way that I can have support send my 2FA  to my email instead?

  I do have access to my passwords at the moment, however, I cannot revalidate my credentials or make changes to my account. So should my credentials expire or something happens to my device I will lose all my passwords, so I am trying to be pre-emptive in stopping that from happening.

   

  Yes 0 No
• 

  pascha45

  • February 21, 2022 06:05

  @   J-Louis R

  Hello J-Louis R,

  Please look in your 2.post:

  https://support.avira.com/hc/de/community/posts/4439342060561-Fingerprint-scsnner 

  Kind regards

  Yes 0 No

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