I want a refund and can't reach customer service.
Terminée
I purchased Avira Phantom VPN & WiFi Proxy for a total (taxes included) of $50.58 just a few hours ago. The service is failing to bypass firewalls and so it is useless to me. I would like a refund, but all the instructions I'm finding on this website are failing to allow me to speak to customer service. Can someone please give me, directly, a phone number to call? Please don't just provide further instructions on how to reach customer service; I've tried all the instructions provided by the site, including in the Community section. Please give me a direct answer.
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Hello Alyssa,
Unfortunately, your information is not completely understandable for us. Sorry, how did you proceed?
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.
Please log in to your customer account with your access data (your e-mail address used for the order and a password chosen by you for registration):
https://my.avira.com/en/dashboard/home
Your license will be displayed under Subscriptions.
https://my.avira.com/en/dashboard/subscriptions/tabs/plansPremium customers with a valid license can contact the support team directly by e-mail and phone:
https://my.avira.com/en/dashboard/support/tabs/support ⇒ "Support"
or
https://support.avira.com/hc/en-us scroll down -> "Contact Avira"If something is still unclear, please let us know and describe exactly which license you purchased in the Avira online shop and how you proceeded with the registration? Thank you for your understanding.
Best regards
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I am logged in.
Here's what I did to purchase:
1) Downloaded Avira (free version)
2) Through the Avira app on my computer, I clicked on "Get VPN" or whatever
3) This opened up the App store, to download the Avira Phantom VPN
4) I purchased it for a total of $50.58
Nothing shows up under my subscriptions on the link you provided. All paying customers (even non-paying, honestly) should have access to contact customer service. If I can't talk to a customer service agent because I'm not a "Prime" member, how do I get refunded?
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And when you scroll down on the Avira Support page to "For Home > Contact us here" literally nothing happens. I've tried from 3 different devices. Your link is broken.
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Hello Alyssa,
Did you log in to the Avira customer account according to our instructions?
Did you follow our instructions?What is stated under Subscriptions in the customer?
Did you purchase the license in the Avira Online Shop?
What do you mean by App Store?
Which license?If no license is entered in the Avira customer account under Subscriptions, then you cannot have installed it correctly and therefore cannot establish a connection for the Premium customers (paid versions) with the support either by e-mail or by telephone.
Only with all answers and precise information can we help with concrete details.A guide to the refund
Kind regards
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I don't know what you mean by "license". Yes, I followed your instructions, there are no subscriptions displayed.
Like I said, I downloaded the free version of Avira from the Avira website as per the instructions provided by the website. Then in that Avira app on my computer, I followed the link to download the VPN. This opened up the Apple App store, where I purchased the VPN.
Just now, I went on my Apple subscriptions to see if there's some kind of invoice number I could give you, and it says my Avira subscription was cancelled today. I didn't do this myself. Was this done on your end? This is ridiculous, you should let all customers speak to a customer service rep. Now I'm missing 50 bucks.
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From the PayPal invoice:
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I can't get a refund going by the guide you linked because, as I said, the "Contact us here" button under the "For Home" doesn't do a single thing.
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Hello Alyssa,
Now everything is clear!
In our first reply we asked for the entry under subscriptions in your customer account! No answer!
If you buy from the App Store, then your purchased product is not in your Avira customer account.
Then your purchased product is not in your Avira customer account, then Apple is your contact for you via your Apple customer account.We have removed all your receipts. We are a publicly accessible forum, anyone can read here. Also, due to the strict rules of the General Data Protection Regulation, it is not allowed and therefore not GDPR compliant.
Many greetings
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It says in the post what subscription I paid for.
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