Credit card charged and I don't have an active subscription - can't get any help. Finally a solution
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I am posting this as I can see many other people with the same issue. Stuck in a loop where my account says no active subscription / yet I was charged - hence I should have a subscription. Helpful comments on the Community Forum recommended I contact support or try another email address.
Using this link - actually allowed me to send an email to Avira Support - so now I am at least in contact with somebody .. maybe I can get this resolved.
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Hello Jason,
We would like to ask you to stay in one thread with your request so that the overview is well presented.
Yes, it is true and unfortunate, there are many customers who no longer know with which email address they purchased a license and registered, and later they often do not know the password.
It is always claimed that only 1 email address is stored in the Avira customer account, and after a long search and many enquiries it turns out that 2 addresses are stored. Unfortunately, they could not remember it.The e-mail address that was used for the first purchase is important, the activated licence extensions - for which the deactivation was forgotten - are sent to this e-mail address. AGAIN: 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 automatically activated under this e-mail address.
If an invoice has been delivered, this charge can be checked in the customer account. If no connection can be established, a wrong email address was inserted, and this happens if you have 2 email addresses stored in the customer account at Avira. You can create new email addresses, the customer account also opens, but the license is not displayed because it is activated on the order email address! This can also happen if the provider offers several possibilities such as name at com.de or name at net.de etc.!
You yourself write:I used to used Avira until 2019 when I changed to another vendor.
Again, check your email addresses that you have stored in the Avira customer account with your license login data, otherwise the support team will continue to help you.Best regards and have a nice weekend
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I finally found the problem ... my email address was known as 2 different addresses a long time ago.
Last night I was frustrated and went searching for hints through my mailbox I stumbled across the renewal email and noticed the old email address (which ends up in the same mailbox).
Using this old email address (discontinued many years ago) I changed my password and got onto my account. I therefore was able to cancel my subscription and can finally end my association with Avira. I have paid for another year.. but I won't be using it. To say I am disappointed with Avira support is an understatement.. I only needed a few minutes chatting with a support person who could access my account and confirm what email address was used. Instead I got sent the same generic helpdesk responses which (although were correct) were basically useless to me. Good luck to anybody experiencing these issues.. hope you can get it sorted out. Jason
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Hello Jason,
We regret your increased workload due to the search for your 2nd email address.
In our 1st reply, we referred to the verification of the email addresses, then referred to the 2 email addresses. This was probably overlooked accidentally. If the license is not displayed in the customer account, then the access data are not correct.
Your answer was:I am only aware of a single email address.
Yes it is true, there are many questions about the older licenses, almost always the same problem, the email address is no longer known.
With the correct email address logged in, the access to the customer account opens immediately. We had described the way to the support to you. The support team can discuss the personal data directly with the customer, everything can be settled immediately, the communication is GDPR-compliant via e-mail, chat or telephone. This is not possible in the community. In the community, no exchange by e-mail is possible, only contributions (questions and answers) that are publicly accessible can be posted here.
In addition, we do not have access to your customer account, we are an user2user forum.Personal data is not allowed in public, we adhere to the requirements of the Data protection GDPR. Thank you for your understanding.
We are pleased that your problem could be solved.
Best regards
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I am charged US$103.99 via Paypal under invoice no. 308784605 for a subscription that I believe I have stopped using long ago. Please refund the amount to me. Thank you.
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