Being charged & yet my account says I have no active subscription

Terminée

Permanently deleted user

• 20 juin 2022 17:39

Ok, first of all, how in the hell do you contact these people? I've been going around in circles on this site. It's completely absurd. 

I have been paying for my VPN for awhile now, and it was working alright for a few months. Now, it says that I have no active subscriptions, yet it's still charging me the monthly fee. I now don't know how to cancel my subscription being as it doesn't show up on my account. Any help much appreciated. 

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• 

  pascha45

  • 20 juin 2022 20:16

  Hello Kelsey,

  You have 2 email addresses stored in your Avira customer account. Please check whether you have registered with the email address you used to order the license.
  If you have registered correctly, the license will be displayed at 
  https://my.avira.com/en/dashboard/subscriptions/tabs/plans

  Each license 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 it is not displayed, the access data is incorrect.

  Premium customers with a valid license and correct login can contact the support team directly from the customer account under "Support", as well as under

  • https://my.avira.com/en/dashboard/support/tabs/support
  • or
  • https://support.avira.com/hc/en-us  scroll down to Contact Avira

  If anything is still unclear, please let us know, we will be pleased to help.

  Many greetings

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• 

  Julie Eccleston

  • 30 juin 2022 15:28

  This has happened to me. Subscription auto-renewed (for 5 licences) and now when I log in, there is no subscription. In order to get support I need a subscription. Can't find a phone number for Avira. Going round in circles is absolutely right. Please don't tell me I have two email addresses without telling me where I find them and what to do next. Thoroughly disheartened.

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• 

  pascha45

  • 1 juillet 2022 08:04

  Hello Julie,

  Please check your settings for automatic licence renewal:
  How do I disable or enable Automatic Subscription Renewal of my Avira product? – Official Avira Support | Knowledgebase & Customer Support | Avira

   

  As described in the post above yours, you can find your subscription.

  You have  3  email addresses stored in your Avira customer account.

  You write:

  Please don't tell me I have two email addresses without telling me where I find them ...

  Again, you are writing here in a public forum. We do not have access to your account, to your email addresses and certainly not where you have stored them or where your chosen email addresses can be found in your computer installation.

  Premium customers with a valid license and correct registration can contact the support team directly from their customer account under "Support",  also under:

  • https://my.avira.com/en/dashboard/support/tabs/support 
  • or
  • https://support.avira.com/hc/en-us    scroll down to Contact Avira

  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.
  Questions about the license or payment processing can unfortunately only be handled by the support team via your customer account by email in accordance with GDPR.
  Only you can know which e-mail address you used to order the subscription.

  Unfortunately, as a public forum, we do not have access to your customer account. 

  Many greetings 

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• 

  jennifer abernethy

  • 30 novembre 2022 03:43

  Same problem...yet I know that it isn't because of the email because i got the verification email to this email. So what do i do now?

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