Cannot log into Avira to contact support about not being able to log in to Avira
Terminée
I am writing to you because I am having trouble logging into my Avira account. I have lost my phone linked to Avira. So when I am supposed to receive the 2 factor verification code, I never receive it and cannot log in.
In order to resolve the situation I need to be able to contact Avira through my real account. However no matter the email address that I find online customerservice@avira.com &
| info@avira.com I am told the email addresses are not used by Avira and I need to login and contact support - BUT I CANNOT LOG IN. Please can someone give me an email address that works so I can give my account details to someone and help me resolve the issue. |
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Hello awd wada,
You are writing here in the Avira COMMUNITY, a publicly accessible FORUM. This is an "user2user ‘’ forum. We have no access to your Avira customer account or your installed operating system!
Please refer to the description of the Avira Community guidelines available to you:See the Avira note: ‘The Avira Community is not a direct support channel’!
Avira Community Guidelines – Official Avira Support | Knowledgebase & Customer Support | Avira
See: ‘How do I create a post? ⇒ Details are important!’
Premium customers with a valid licence who have logged in correctly can contact the Avira support team directly from their Avira customer account under ‘SUPPORT’: by email, chat and (at times) telephone.
Users of Avira software do not have direct access to Avira support!
How did you go about securing the important data on your lost mobile phone? Did you lock your data on the lost mobile phone? (SIM card, online banking, informed your bank), i.e. did you inform the locking service? Did you report the loss of your mobile phone officially or to the police?
Unfortunately, you did not specify what security measures you have taken and implemented to secure your data or access it in the event of your mobile phone being lost.
Without the correct information, we cannot offer any help other than what is always recommended when a mobile phone is lost. We do not know which country you are writing from.
There are various descriptions: "What should I do if I lose my mobile phone?" Unfortunately, you have not specified what you have already done.The Avira Community is subject to the strict requirements of the General Data Protection Regulation (GDPR). Questions about your installation and your licence can only be answered by the Avira Support Team via your Avira customer account in accordance with the GDPR by email. It is not technically possible to contact us by email in the Avira Community Forum. Only posts (which are not GDPR-compliant!) can be published here.
This is described in the Avira Community guidelines, which are also available for your information. Thank you for your understanding.
Kind regards
Note:
Do you have multiple email addresses registered with Avira? Then log in to your Avira customer account with them.
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Hello, thank you for your response.
To go over your points:
- The Avira Community is not a direct support channel -> Yes I know, but what am I left with if I cannot login to my accounts?
- Premium customers with a valid licence who have logged in correctly can contact the Avira support team directly -> Yes I know, I CANNOT LOGIN CORRECTLYI don't see how contacting the police or securing my online banking is of any importance to my Avira account. My banking is secure and police uncontacted since my phone is lost/stolen in India and I am back in Europe if you must know. The point is, I do not have my SIM card and I need my SIM card in order to receive the message from Avira two factor authentication to login.
- Unfortunately, you did not specify what security measures you have taken and implemented to secure your data or access it in the event of your mobile phone being lost. -> my data is secured by two factor authentication, which is creating this issue right now
- I am writing from Czechia
- Unfortunately, you have not specified what you have already done -> I have taken care of my other accounts, only Avira is being a hassle since I cannot login nor can I contact support0 -
Hello awd wada,
We cannot understand your information.
The Avira Community is not a direct support channel. Your response: ⇒ “Yes, I know that, but what can I do if I cannot log into my accounts?"
Please check your own details. You have 2 (!) email addresses stored in your Avira customer account, including the email address you used to order the Avira licence. You can only access your Avira customer account with the email address used to purchase the Avira licence and the password you chose.
See the Avira instructions: “Every subscription purchased in the Avira online shop is assigned to a customer account, which is always linked to the email address used for the purchase and is automatically activated under this address.”
You can only access your customer account with the current customer data you have stored – the email address used for the order. Please check your own details!
Your description: "So when I am supposed to receive the 2-factor verification code, I never receive it and cannot log in." Please check that you have logged in correctly with the email address you used when placing your order! No two-factor verification code can be used with the email address you entered here. You have not purchased an Avira licence with the address you have entered here, nor have you logged into your Avira customer account with a stored licence!
You write: ‘My data is protected by two-factor authentication, which is currently causing this problem.’
Please check the email address you used to purchase the Avira licence. Two-factor authentication is stored under the email address you used to place the order! No Avira licence is stored in your Avira customer account under the email address used for this post. Your problem is caused by you entering the incorrect login details for your purchased licence!In addition, the email address you entered will only work once you have correctly verified your registered email address! You have not yet correctly confirmed your email address!
Your comment: ..."only Avira is causing problems, as I cannot log in or contact support." Correct registering and verifying the email address you chose when placing your order could help!
Once again: The Avira Community is subject to the strict requirements of the General Data Protection Regulation (GDPR)!
Kind regards
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