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Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: tokvev on September 29, 2015, 09:26:58 PM

Title: Using license
Post by: tokvev on September 29, 2015, 09:26:58 PM: I just purchased Avast Premier 3 PCs 3 Years license and it shows up on my account both on the website and in the program itself that I have 3 devices available to use it on but when I press "Use license" from the account tab in the program it just says: "We are sorry, but we could not apply this license to your device."
Tried a fresh install and tried entering the activation key during installation but it said something about no internet connection and that it couldn't be processed.
Tried to manually insert the activation code after installing the trial but the "request can not be processed".
What am I doing wrong? Using Win10 on a desktop.
Title: Re: Using license
Post by: bob3160 on September 29, 2015, 09:41:53 PM: Download the license file attached to the email you received after your purchase to your desktop or a folder where you can easily get to that file.
Once downloaded, double click on the file and follow the prompt.
Title: Re: Using license
Post by: tokvev on September 29, 2015, 09:50:17 PM: There is no license file attached to the email, only the activation key and a link to automaticly activate the license (which was also unsucessful). I tried the "download license" option from my account on the website but that didn't work either.
Title: Re: Using license
Post by: bob3160 on September 29, 2015, 10:06:15 PM: Just have the license resent to you:
https://www.avast.com/resend-license-paid.php
Title: Re: Using license
Post by: tokvev on September 29, 2015, 10:11:01 PM: I tried that as well but the email just says "we are sorry, but our records show no valid purchases with the e-mail address you specified."
It's the same email I used with the purchase and I got both the PayPal receipt and the order confirmation from Avast.
I'm at a loss for what to try next.
Title: Re: Using license
Post by: bob3160 on September 29, 2015, 10:14:44 PM: When all else fails, report your problem directly to Avast.
Once you received you support #, post it here and I'll alert someone.

https://support.avast.com/Tickets/Submit/RenderForm/27/&cls02&ptf01&lic01&scr06
Title: Re: Using license
Post by: tokvev on September 29, 2015, 10:24:22 PM: Thanks for taking the time trying to help me, hopefully the support will be able to clear this up.

My ticket #XYP-786-11658
Title: Re: Using license
Post by: bob3160 on September 30, 2015, 12:23:01 AM: Quote from: tokvev on September 29, 2015, 10:24:22 PM
Thanks for taking the time trying to help me, hopefully the support will be able to clear this up.

My ticket #XYP-786-11658
My pleasure. I've reported this to the Moderators. It should get you the help you need.:)
Title: Re: Using license
Post by: REDACTED on September 30, 2015, 02:11:34 AM: I have the same issue, i have noticed that i cant download the license file from my avast.
Title: Re: Using license
Post by: REDACTED on September 30, 2015, 02:40:38 AM: @GABRIEL184

Follow Bob's advice and send support ticket to Avast.

Quote from: bob3160 on September 29, 2015, 10:14:44 PM
When all else fails, report your problem directly to Avast.
Once you received you support #, post it here and I'll alert someone.

https://support.avast.com/Tickets/Submit/RenderForm/27/&cls02&ptf01&lic01&scr06
Title: Re: Using license
Post by: moroni on September 30, 2015, 10:46:04 AM: Hi tokvev and GABRIEL184,

We had a problem with the license system during the night (CET) which should be fixed by now.
Please try again to insert/retrieve the license http://avast.com/resend-license-paid.php

Sorry about the inconvenience.
Title: Re: Using license
Post by: tokvev on September 30, 2015, 11:09:51 AM: moroni,

Doesn't appear to be fixed, the resend-license-paid email still says it can't find any associated purchase with my email.
Still hoping someone at support will look at my ticket and help me.

Edit: Just tried entering the activation code manually in the subscription tab again and it worked! What a load of my mind.
Still confused as to why the re-send email says there isn't any purchase associated with my email, would be good having the option to re-send it.

Edit 2: Tried the resend license email again (I try and I try) and now it worked as well!
Guess this is all solved and taken care of.

Thanks again to the forum for all their help!
Title: Re: Using license
Post by: moroni on September 30, 2015, 11:24:53 AM: Quote from: tokvev on September 30, 2015, 11:09:51 AM
moroni,

Doesn't appear to be fixed, the resend-license-paid email still says it can't find any associated purchase with my email.
Still hoping someone at support will look at my ticket and help me.

Edit: Just tried entering the activation code manually in the subscription tab again and it worked! What a load of my mind.
Still confused as to why the re-send email says there isn't any purchase associated with my email, would be good having the option to re-send it.

You're right, I just tested it and it is down again :(
I'll keep y'all posted as soon as I have an update.
Title: Re: Using license
Post by: moroni on September 30, 2015, 05:47:50 PM: Hi,

The issue with the DB affecting the licensing system has been bypassed so it will work for now but it is not yet completely fixed.
We could expect it to happen again however hopefully we will have a fix soon.
Title: Re: Using license
Post by: bob3160 on September 30, 2015, 10:19:52 PM: Quote from: moroni on September 30, 2015, 05:47:50 PM
Hi,

The issue with the DB affecting the licensing system has been bypassed so it will work for now but it is not yet completely fixed.
We could expect it to happen again however hopefully we will have a fix soon.
The license download for a free AIS through the my.avast.com portal worked for me. I had enough referrals and downloaded the license to upgrade a free version of Avast to AIS. :)