problems with being able to use some prime features

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Bob Radziewicz

• 11 janvier 2021 15:26

I installed the free security suite  for a tryout about a year ago. Last November I  upgraded to Prime, but I've had mixed results and some frustrations since. For example,  the phantom VPN was working fine and suddenly I got notification today that I had used up my allotment of free monthly traffic and to get more, I had to sign up for Prime, which of course I already had but it wasn't being recognized. Similarly,  when I did a Smart Scan, it made fixes for most of the issues found, but didn't clean everything, saying to get those, I had to upgrade to Prime.

So after reading some of the community comments, I'm wondering if the problem I'm having is because I have two different emails with Avira - one for the free version and another for Prime? If so, how and where do I check so I can eliminated the free version? I know the Prime is linked to one of my gmail addresses;  the free version is tied to either an OL account or different gmail address don't remember because that was done a long time ago

 I never signed up for any subscriptions because I'm not tech-savvy enough to know what they do. But do make my Avira Prime subscription work properly, do I need to do that?

When I switched to Prime, was I supposed to remove the free version first?

Thanks, Bob 

   

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• 

  pascha45

  • 11 janvier 2021 19:05

  Hello Bob,

  Please log in to your Avira customer account with the email address you used to purchase the licence. The licence is activated for this email. Please note in particular if 2 email addresses are stored in your Avira customer account.

  Please log in to your Avira customer account https://my.avira.com/en/auth/login    with your access data.

  Your licence should be displayed under https://my.avira.com/en/dashboard/subscriptions/tabs/plans   There you should see the green bottom Install.

  Since you have already tried to install several apps, we would remove the old data before installing the Prime licence. Here you will find instructions for manual reinstallation with prior cleaning: https://support.avira.com/hc/en-us/articles/360002858514-How-do-I-perform-a-manual-reinstallation-of-my-Avira-product- 

  Here you will find illustrated instructions on how to install the Prime licence on the various operating systems: https://support.avira.com/hc/en-us/articles/360001861017-How-do-I-purchase-and-install-Avira-Prime-on-cross-platforms- 

  If you are logged in with the correct e-mail address, your licence will be displayed, and you can install it from there.
  If anything is still unclear, please let us know, and we will be happy to help.

  Kind regards

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