This has gone far enough

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eldad keynan

• 11 avril 2021 13:39

 I am fed up with you, Avira. You told me to follow instructions to activate Prime. I paid and downloaded. When I opened the file, the only instruction there was INSTALL. I did that. Then the Prime scanned my PC. Then it prompted "activate." When I followed that, the outcome was the instruction "buy prime" or something like this, instead of directing me where to type the number you sent me. This number is 2674xxxxx (disguised.)
So, I understand that you don't want or cannot instruct me how to activate the Prime I paid for. 

hence: either you instruct me how to activate the Prime, or you REFUND me ASAP. 

I really don't understand your attitude to me as a customer, and you seem indifferent to losing a customer. However, it's not my problem.

Bottom line: you have 48 hours to help or refund me. And don't forget: I don't want Avira to automatically renew my license, as I cannot use the Avira Premium I bought from you about 2 years ago, since I could not activate it just the same.    

Oui 0 Non

• 

  pascha45

  • 11 avril 2021 17:45

  Hello Eldad,

  We are sorry that you are having such extensive inconvenience with the installation of your licence. Your annoyance is understandable, for so long you have been in the possession of a licence, but you cannot use it due to the difficulties of installation.

  One important point about the installation. You no longer need an activation code. Every 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 activated immediately.

  Activate your Avira license – Official Avira Support | Knowledgebase & Customer Support | Avira

  Please log in to your customer account with the email address you used to purchase the licence.

  What do you find in your customer account at:

  https://my.avira.com/de/dashboard/home    and then under Subscriptions: https://my.avira.com/en/dashboard/subscriptions/tabs/plans 

  This is important, if it says PRIME, only then can you install the licence on your devices by clicking on INSTALL.

  You have contacted support again.
  We will forward your problem again and together with the support team we will search for a way for you to be able to use your licence.

  We apologize for your negative experience with the installation and hope to find a satisfactory solution for you.

  Best regards and have a nice Sunday evening

  Oui 0 Non
• 

  eldad keynan

  • 12 avril 2021 09:51

  I follow your instructions strictly, as I did before. It seems to work - as usually. I have reinstalled Prime, and ran it. It finished scanning. Then I prompted "fix issues" after it reported 3 issues. Now it is stuck on 8% of the fixing for quite a long time. 
  
  How long fixing 3 issues may or need to be? 

  Oui 0 Non
• 

  pascha45

  • 12 avril 2021 13:46

  Hello Eldad,

  First, we are pleased to read from you and that you have made a new installation. Thank you very much for your feedback.
  We can't say how long it will take to fix the mistakes, especially if older systems are being updated. Hopefully, it will work.

  May we ask whether the licence Prime is now displayed at    https://my.avira.com/en/dashboard/subscriptions/tabs/plans?   Did you have another Avira version installed before this version of Avira Prime?

  We have forwarded your request to the support team, they will surely contact you soon, your request is there and will be processed.

  If something is unclear, please let us know.

  Many greetings

  Oui 0 Non
• 

  eldad keynan

  • 13 avril 2021 10:08

  So - after receiving clear instructions the rest was quite easy. Anyway, the Prime was stuck on "fixing issues", specifically on "fixing Windows." My version is Windows 10 so I can't see what the problem is. BTW: my windows works well so is any issue it must be minor.

  Anyway: I bought the Premuim Avira about 2 years ago and never activated it. You renew the lisence automatically but I don't enjoy the product. How can we fix this problem? 

  Best

   

  Eldad

  Oui 0 Non
• 

  pascha45

  • 13 avril 2021 10:54

  Hello Eldad,

  Thank you for your feedback. We are pleased that the installation worked.
  For Premium customers, the Windows error message - if you wish - could be further investigated by the support technicians to clarify or correct something for you.

  Your question, however, is how to stop the automatic licence renewal, as you do not wish to renew again.

  
  Please log in to your customer account at https://my.avira.com/de/dashboard/home

  At https://my.avira.com/en/dashboard/subscriptions/tabs/plans
  you will find your active licence.
  Click on "See details" at the top next to Prime and open it.
  Switch the Subscription switch to "OFF"

  Here you find an illustrated instruction:
  How do I disable or enable Automatic License Renewal of my Avira product? – Official Avira Support | Knowledgebase & Customer Support | Avira

  If you have any questions, please let us know, we are happy to help.

  Best regards

  Oui 0 Non

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