Please help

Terminée

Permanently deleted user

• 5 janvier 2022 21:47

I did the trial for Avira Prime and have been trying for a week to cancel it but of course, I was charged $99.99. I need a refund but when I go to support, for Home "contact us" it says something about not having a license. The whole time being logged in. I have emailed them but it's not working out. Somehow there are 2 emails so I don't know which or what. I am frustrated and just need help please.

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• 

  pascha45

  • 6 janvier 2022 05:36

  Hello Kayla,

  Please log in to your customer account with your access data.

  Login to My Avira Account via the Avira website – Official Avira Support | Knowledgebase & Customer Support | Avira

  If you are logged in to your Avira customer account with the correct access data (with the email address you used when ordering and the password you selected for this subscription), your subscription will be displayed at
  https://my.avira.com/en/dashboard/subscriptions/tabs/plans
  and can be cancelled there.
  Cancel your Avira subscription – Official Avira Support | Knowledgebase & Customer Support | Avira

  If no subscription is displayed in your customer account, your access data is incorrect.
  Only you can know and check with which email address you have ordered the license, we have no access to your customer account.
  Each 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.

  You are writing here in a publicly accessible forum, personal data can and may neither be questioned nor answered in this forum in accordance with the Data protection GDPR. Questions about your license or payment processing can unfortunately only be handled by the support team via your customer account by e-mail in accordance with the GDPR. Thank you for your understanding.

  We have seen that you have also contacted the support team and have already created a ticket there. You will receive further information in your ticket from the support team. Thank you for your understanding.

  We regret that we cannot be of any assistance to you.

  Best regards

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