I cancelled my account and I got charged charged for a renew on my credit card.

saul Galbiati

• 10 janvier 2024 17:09

Hello,

I cancelled my Avira account before the renewal and I found that they charged a renewal year on my credit card. ( I never received any email from avira that confirm the cancelation and of my account is cancelled I'm not anymore able to login)

To be able to chat with someone, I recreate a new account using the same credential and I try to get support but is impossible if you don't have a license number. when I tried to contact someone with the chat, the digital assistant is not able to solve the problem and give me the only solution to do an upgrade to a premium account ( I cancelled my premium account). 

I don't know how to proceed, seems impossible to chat with an human that understand the problem. 

Any suggestion?

Thanks

Oui 0 Non

• 

  pascha45

  • 11 janvier 2024 08:18

  Hello Saul,

  You write that you have not received confirmation of your cancellation. That is unusual. If you cancelled correctly, you would have received a cancellation receipt. Have you deactivated the automatic licence renewal in the licence that is still running?
  With the information provided to us, we cannot follow your request. Where and how did you cancel, where are the copies?
  The digital assistant Mark draws your attention to this: "I am here to help, but my assistance is limited to your subscription level." and "If you have an account, please log in for premium support services."  You can only contact support if you are correctly logged in.
  Premium customers with a valid licence and correct registration can contact the support team directly from the Avira customer account under "SUPPORT": via email, support chat and (in some cases) telephone.

  Your licence details are stored on the invoice. You can submit the receipts/copies of your cancellation. You should have the e-mail address of your order and the reference number of the current licence.
  At the bottom of this page is a template for cancelling the licence, you will also immediately receive a copy of the cancellation:

  

   

  Best regards

  Oui 0 Non
• 

  saul Galbiati

  • 13 janvier 2024 15:17

  Hello, Is me again.

  I need help. Here a recap to understand the issue

  -I cancelled my premium account (without canceling the automatic renewal)

  -the account was canceled successfully, I was not able to log in anymore.

  - I didn't received any confirmation email about the cancelation.

  - I got charged on my credit card for a renewal 

  -I tried to find support but to do that i have to log in.

  -I recreate an account using the same credential I had previously (user and password)

  -The new account is not connected to any license so I can't ask for support because I don't have a premium license.

  -The only things I have Is my registration number on my invoice but I can't use it because I can't chat with any support.

  Please let me know, I don't know what I can do

  Thanks

  Oui 0 Non

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