Why am I being charged the amount? (I'm using automatic translation)

Completed

Permanently deleted user

• February 22, 2022 23:14

I applied for a 60-day trial version of Avira Prime about two months ago.
However, I received an email after the application, "There was a problem during the delivery procedure. We are currently working on this problem." The message was displayed and activation was not possible.
I was unable to activate the 60-day trial version of Avira Prime.
I gave up Avira Prime and uninstalled it.
And yesterday, PayPal was charged JPY 11,468 for Avira Prime (max. 5 devices).
What exactly does this mean?
Following Avira's support instructions, I tried to set up automatic license renewal for my account.
However, it says that there is no valid subscription and cannot be deactivated.
I don't know what to do anymore.

Yes 0 No

• 

  pascha45

  • February 23, 2022 06:19

  Hello 加藤,

  We would like to ask you: do not create a new thread for every question, please stay with further questions in the opened post to keep the overview.
  Did you include the shipping address in the PayPal order:
  How can I change my delivery email address when purchasing via PayPal? – Official Avira Support | Knowledgebase & Customer Support | Avira

  The installation of the Prime trial version has probably not been performed correctly.
  Each subscription purchased in the Avira online store is assigned to a customer account, which is always assigned to the email address used for the purchase and is automatically activated under it. It is important to log in correctly to your customer account, the email address used when ordering, then the installation can be performed.
  Did you check, before installing the Prime version, whether all old versions of Avira have been removed? If there are remnants of an old installation, a new installation of another version is not possible. 

  You have written:

  Following the instructions from Avira support, I tried to set up an automatic license renewal for my account.

  So, you had contact with Avira support, which is only possible with a subscription installation.
  If you are not logged in with the order email, you do not have a valid subscription and cannot set any changes.

  Even if you were unable to install the trial version correctly, your account with the trial version is active and must be terminated and uninstalled before another subscription installation.
  Please look at the exact order date of the trial version, if there was no cancellation, you can not install new Avira software.

  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 only be handled by the support team via your customer account via email in accordance with the GDPR. Thank you for your understanding.

  Unfortunately, we do not have access to your customer account.

  Best regards

  Yes 0 No
• 

  Permanently deleted user

  • February 23, 2022 10:00

  I'm not good at English. (English text is created from Google Translate)
  Can I get support in Japanese?
  I also don't know how to access the support team.
  I applied for the trial version of Avira Prime from the UI of Avira Antivirus, and requested payment with PayPal (0 yen).
  However, I didn't know how to activate, so I tried to contact support.
  However, the Avira site was halfway compatible with Japanese, and the support did not support Japanese, so I had no choice but to uninstall Avira antivirus.
  I would like to request a refund of the amount charged to me.
  Please tell me the specific procedure for that.

  Yes 0 No
• 

  pascha45

  • February 23, 2022 11:02

  Hello 加藤,

  Since you paid with PayPal, which you just now indicated, log in with the email address you entered as the shipping address with PayPal and to which the invoice was delivered.

  Here you can find instructions for cancellation and refund:
  Cancel your Avira subscription renewal – Official Avira Support | Knowledgebase & Customer Support | Avira

  and here for the refund:

  Request a refund for your Avira order – Official Avira Support | Knowledgebase & Customer Support | Avira

  We regret not being able to assist you, we do not have access to your account, we are a public forum and are compliant with the Data Protection GDPR.  Thank you for your understanding.

  Many greetings

  Yes 0 No
• 

  Permanently deleted user

  • February 23, 2022 19:55

  Cancel your Avira subscription renewal – Official Avira Support | Knowledgebase & Customer Support | Avira

  ↑"No valid subscription" is displayed.

  

  Request a refund for your Avira order – Official Avira Support | Knowledgebase & Customer Support | Avira

  ↑I'm logged in, but I don't see email support.

  

  Yes 0 No

Please sign in to leave a comment.