Did not receive email to reset password

Completed

Queeneth I

• July 28, 2022 05:55

Hi, 

I came back to find I have been logged out of my account, so I tried to log in but realised I had forgot the password. I tried to reset my password, but the email could not send to this particular email address (outlook). I tried sending the reset email to other addresses (gmtryail) and it worked. I tried resetting multiple times, and then it said that I had exceeded my tries for the day. I tried the following day, more than 24 hours after I had tried the last time, and it wouldn't let me try again. I have over 100 passwords stored on there, and it would be good if I could get them back, or I could have this issue resolved somehow, so if I need to move on and reset every password that I have, I could start that soon. Although that would be very incovenient. I tried to put a ticket in using the outlook email that is having problems but I haven't received a response. 

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• 

  pascha45

  • July 28, 2022 08:01

  Hello Queeneth l,

  We cannot understand your descriptions of your procedure. 
  You are writing here in a publicly accessible forum, we do not have access to your customer account.
  Here you can find the community guidelines, see "How do I create a post?"

  Avira Community Guidelines – Official Avira Support | Knowledgebase & Customer Support | Avira

  You can only access the data of your license via the access data (e-mail address and the password chosen by you for this license) with which you have previously purchased this license. Each subscription purchased in the Avira Online Shop is assigned to a customer account, which is always assigned to the e-mail address used for the purchase and is automatically activated under this e-mail address.

  If you have forgotten your password, this can be requested again via the email address with which the license was purchased and automatically activated, and you have registered.

  You write:
  ...reset my password, but the email could not be sent to this particular email address (Outlook).

  Was the e-mail address of the order used?
  Did you write to the support with the e-mail address of the order?
  We did not find a ticket to support from you under the e-mail address you used here.

  Unfortunately, we cannot understand your information. It sounds to us as if you have tried to renew your password with different e-mail addresses.
  You are writing here in a public forum, we have no access to your customer account. Unfortunately, questions about your access data can only be dealt with in a GDPR-compliant manner by e-mail with the support team. 
  Thank you for your understanding.

  Many greetings

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  Queeneth I

  • July 28, 2022 08:49

  Given that this is a public forum, I’m not sure if I’m allowed to post the email address that I’m having problems with . Since I am having problems logging into my Avira account to access my password manager and the only way to add a community post is by logging in, I had to register a new account with a different email in order to post my query. I did put a request in using the email that I am having problems with, which is again not the email that I am using to post this comment. At this point, I am just wondering if there is a more direct email or phone number that I can use to get help with my issue

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  Lars Sundstrom

  • July 29, 2022 02:41

  Avira does not provide support unless you buy a premium product and based on their response here they do not seem to care much about the community either. 

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