New email address

Répondu

Paula Hart

• 1 juillet 2022 21:01

I changed my email address because I lost access to the original one because my computer was hacked. I was on the phone with support and am able to log in with the new email. When I go to try to send an email to support, my old address shows up and I cannot change it. Can anyone offer some help? I have Avira Prime paid subscription. Thanks, Pdh

Oui 0 Non

• 

  pascha45

  • 2 juillet 2022 07:33
  • Modifié

  Hello Paula,

  We can't understand your description of your problem.
  Were you able to contact support by phone and change your email address?
  Have you changed your personal data - such as your email address - in your customer account?
  Update your Avira account details – Official Avira Support | Knowledgebase & Customer Support | Avira

  Below you will find instructions for your customer account via Dashboard:
  https://support.avira.com/hc/en-us/sections/360003732218-Dashboard

  Since you have been connected by phone from your customer account to support, there should be a connection with your customer account and your license. Have you ever tried to connect by phone again?

  You are writing here in the community, a publicly accessible forum. We do not have any contact with your customer account, which can unfortunately only be established via support by e-mail in accordance with GDPR.
  Premium customers with a valid license can contact the support team directly from their customer account under "Support".

  We have seen that you have also contacted support, have already created a ticket there, and have also already received instructions in the ticket you created.  Please follow the detailed instructions from the support team.

  We would like to ask you to stay in contact with them to avoid duplicate processing.

  Many greetings and have a nice weekend 

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• 

  Paula Hart

  • 2 juillet 2022 15:45

  Thanks for answering & I understand what you're saying. I did contact by phone & was able to change my account email. I will try again to call or use the chat. Problem with chat is, I often get the message they are not online. The biggest issue is I cannot email support because that email (now defunct) still appears on the form. That's what needs to change. Thanks, again, for trying to help. I appreciate it.

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• 

  pascha45

  • 2 juillet 2022 17:44

  Hello Paula,

  Thank you for your feedback. We can now understand your problem.

  Since you have already tried to contact support several times, we could offer to create a one-time ticket for you at support. After that, the support team can contact you at the email address used here and the necessary data can be exchanged via email in accordance with GDPR.
  Unfortunately, Avira is subject to the strict regulations of the General Data Protection Regulation (GDPR). We need your consent whether this is okay for you. Afterwards, we would forward your contribution to the support team so that they can contact you.
  We are waiting for your feedback.

  Many greetings and a nice weekend

  Oui 0 Non

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