Renewal Problems

Répondu

Permanently deleted user

• 31 mars 2021 12:09

Hi,

 

I cancelled my subscription in 2018 and i've been charged every year for an annual renewal can you advise where i can get a refund?

 

Regards

Oui 0 Non

• 

  pascha45

  • 31 mars 2021 13:01

  Hello David,

  We are sorry for the inconvenience caused by the termination of your licence.
  Here you will find instructions on how to get a refund.

  Request a refund for your Avira order – Official Avira Support | Knowledgebase & Customer Support | Avira
  
  In addition, if 2 email addresses are stored in the Avira customer account, it is urgently necessary to check both accounts for automatic licence renewal and to cancel with the correct email address. Questions regarding your licence or Avira payment processing can only be processed by the support team via your customer account by email in accordance with GDPR. As a Premium customer with a valid licence, you can contact the support team directly: 

  • https://my.avira.com/en/dashboard/support/tabs/support 
  • or
  • https://support.avira.com/hc/en-us    scroll down ⇒ Contact Avira

  Did you follow the instructions described there when terminating the automatic licence renewal?

  FAQ: License renewal and return/cancellation – Official Avira Support | Knowledgebase & Customer Support | Avira

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

  Best regards

  Oui 0 Non
• 

  Permanently deleted user

  • 31 mars 2021 17:12

  Hi,

   

  Every time i click request a refund it takes me back to the contact page

  Oui 0 Non
• 

  pascha45

  • 31 mars 2021 17:37

  Hello David,

  Then you are not registered with the correct e-mail address.
  This message appears when an email address is used for which no licence is activated.
  If 2 email addresses are stored in the Avira customer account, then the other email address was used when the licence was purchased.

  Each subscription purchased in the Avira Online Shop is assigned to a customer account, which is always assigned to the email address used during purchase and is activated immediately.
  You can only access your licence with this email address.

  Unfortunately, we do not have access to your customer account. Thank you for your understanding.

  Many greetings

  Oui 0 Non
• 

  Permanently deleted user

  • 31 mars 2021 21:44

  Hi,

   

  Can you provide the other email address attributed to me please

   

  Regards

  Oui 0 Non
• 

  pascha45

  • 1 avril 2021 06:23

  Hello David,

  Please see the information in our 1st answer:

  Questions regarding your licence or Avira payment processing can only be processed by the support team via your customer account by email in accordance with GDPR. As a Premium customer with a valid licence, you can contact the support team directly: 

  Here the community is a publicly accessible forum, personal data can and may not be processed here according to the data protection GDPR. Thank you for your understanding.
  We do not have access to your Avira customer account.

  Please log in with the email address with which you purchased the licence and with which the invoice was sent to you.
  We regret not being able to send you any personal data.

  Many greetings

  Oui 0 Non
• 

  Permanently deleted user

  • 1 avril 2021 07:02

  Hi,

   

  i cannot sign in with an email address i dont know. There is no avira contact number to speak to anyone to 1 either obtain this information or 2 query the whole process as i have received no notifications plus i have a year gap in them not taking the money.

  Can you advise of a contact for Avira where i can contact them with a GDPR request for all the information they have on me.

  As i cancelled my subscription they should have deleted my bank details and not been in a position to take restart the annual direct debit two years later.

  Regards

  Oui 0 Non
• 

  pascha45

  • 1 avril 2021 11:34

  Hello David,

  This case should be solved by the support team and this should be done via email in accordance with GDPR with the personal data.
  

  Due to the GDPR, we need your consent. Please let us know if this is OK for you.

  After submission of the declaration of consent, we would forward your contribution to the support team to contact you from there via e-mail in a GDPR-compliant manner. Thank you for your understanding.
  

  We are waiting for your feedback.
  

  Many greetings
  

  Oui 0 Non
• 

  Permanently deleted user

  • 1 avril 2021 16:05

  Hi,

   

  Yes you have my consent, please start the process

   

  Many thanks

  David

  Oui 0 Non
• 

  pascha45

  • 1 avril 2021 18:53

  Hello David,

  Your contribution has been forwarded to the support team for review. You will receive further information from them via e-mail in the next few days. Due to the high volume of e-mail enquiries and the holidays, there may be delays.

  Thank you for your understanding.

  Kind regards

  Oui 0 Non

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