I was charged but subscription not visible

Completed

Rafal Kulpinski

• August 16, 2022 18:53

Hi,

Today I was charged for: 

Avira Antivirus Pro - #3xxxxxxx8 but this subscription is not visible on my account. For this reason I have no other way to contact you.

Yes 0 No

• 

  pascha45

  • August 16, 2022 20:30

  Hello Rafal,

  For your security, we have removed your personal data from your license.

  Please make sure that you have registered correctly. Please verify which email address you used to order the subscription.  Every 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.
  If you log in to your customer account with the email address used when ordering, your paid license will be displayed under Subscriptions: 
  https://my.avira.com/en/dashboard/subscriptions/tabs/plans

  If it is not displayed there, your access data is not correct.

  You are writing in a publicly accessible forum, we do not have access to your customer account.

  If something is still unclear, please let us know, we will be pleased to help.
  Many greetings

  Yes 0 No
• 

  Rafal Kulpinski

  • August 17, 2022 08:27

  Guys,

  It's just not working. I bought your product in Sep 2021. I logged in to my account - using payment email and I can't see any subscription active. This is only email address and account I got. In the meantime you are charging me for Avira Antivirus Pro. How can you charge me for something that not even exists?

  I can provide you with data from PayPal but as I don't have active subscription I can't use any contact email.

  All I can do is to cancel PayPal payment order and forget about Avira.

  Yes 0 No
• 

  pascha45

  • August 17, 2022 10:28

  Hello Rafal,

  Unfortunately, you are only now writing that you paid with PayPal.
  Did you add your delivery address during the PayPal order process?
  How can I change my delivery email address when purchasing via PayPal? – Official Avira Support | Knowledgebase & Customer Support | Avira
  To pay with PayPal, you will receive a 13- or 17-digit ID code. You can use this to check the order process.

  It would be very helpful if you gave concrete details in your thread, this would save new queries.
  Please check when you set up the Avira customer account that you are using to write here!
  You write that you bought the Avira license in September 2021!

  Please take a look at the information, maybe you will find your solution there:
  FAQ: License renewal and return/cancellation – Official Avira Support | Knowledgebase & Customer Support | Avira

  Here the community is a public forum, questions about the license cannot be answered here according to the GDPR regulations. Questions about the license or the payment process can only be answered by the support team via your customer account via email in accordance with the GDPR.
  If something is still unclear, please let us know, we will be pleased to help.

  Best regards

  Yes 0 No

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