Defunct email address

Terminée

Tony Devenish

• 22 février 2022 22:28

I recently purchased a subscription to your Antivirus Pro and password change emails were sent to my current email address. However, I then noticed that the purchase was marked as attached to my old email address which is no longer accessible.

I am now unable to download/install my purchase. To change the details for my subscription seems to require me to use the old email address/password, which I no longer have.

Unless you can suggest how I get round this, I will be left with having to purchase another subscription and then seek a refund of the first one - this seems unnecessarily stupid!

Thanks, Tony D

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  pascha45

  • 23 février 2022 08:05

  Hello Tony,

  It is always advisable to update your access data to avoid unnecessary work.

  Have you already tried to log in to your customer account with your old e-mail address and the password you have chosen?

  Have you already tried to log in to your customer account with your old e-mail address and the password you have selected, your old access data?
  The e-mail address is part of your access data, you don't want to write an e-mail with it, you just want to log in with the stored access data in your customer account.

  Unfortunately, we do not have access to your customer account here in the community, a publicly accessible forum.
  Thank you for your understanding.

  Many greetings 

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  Tony Devenish

  • 23 février 2022 11:12

  Thank you, pascha45. You have pretty much confirmed what I suspected.

  I wonder why it is so hard to email the company directly when it is an issue that requires access to information that only they have?

  Anyway, I appreciate your taking the time to respond to my message, & will look to solve it with them directly.

  Best wishes, Tony

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  pascha45

  • 23 février 2022 11:42

  Hello Tony,

  Thank you for your reply.

  If you still know the email address, and you have the reference number, the support team could initiate a search and change the address. For this, we need a declaration of consent so that the support team can contact you via email in accordance with GDPR. Is that okay with you?

  We are waiting for your feedback to initiate this way.

  Best regards

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