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Other => General Topics => Topic started by: REDACTED on January 14, 2016, 05:32:51 PM

Title: Paid for Nothing and No Support
Post by: REDACTED on January 14, 2016, 05:32:51 PM
Hello!!

At the end of July I decided to join avast paying for his services, and I paid 9,99€ to get more coverage one year. I was enjoying that for one month, cause I had to format computer and, I crashed it. So, when I fixed, beginning of octuber and I installed avast again, I never could join those services. I texted them several times and I get no support.

I login with my mail address and password, and I have nothing, like a free user, nothing! And now it's all the time asking me: "Are u happy for our services? Cause your free trial is about to expire, now pay again!!".

Awful service. Not any answer not any explanation, this is my last chance to get something.
Title: Re: Paid for Nothing and No Support
Post by: Eddy on January 14, 2016, 05:40:08 PM
Only thing yo had to do after the format/clean installation was using your existing license again.
If the license is still valid (as it seems it is), you can still do so.
https://www.avast.com/resend-license-paid.php

What do you mean with "texted them"?
Title: Re: Paid for Nothing and No Support
Post by: REDACTED on January 17, 2016, 07:48:21 PM
Is what I tried to do, login with my email. I tried to be in contact with them, so I found a support mail and I texted them. I never had any answer.

Btw, I've followed link u sent me and answer is:

Dear customer,

we are sorry, but our records show no valid purchases with the e-mail address you specified.

Please make sure the information you supplied is correct, and the original purchase was carried out using this email address.

If you purchased your license from an Avast reseller please contact the reseller directly (http://www.avast.com/locate-dealer).

Best regards,

the Avast team


And this is the post I made in October:

https://forum.avast.com/index.php?topic=178303.msg1262509#msg1262509

As you see I've been having same problem since long time ago. Stupid me to post and no check for an answe. Actually I had forgotten that I posted.
Title: Re: Paid for Nothing and No Support
Post by: Eddy on January 17, 2016, 07:53:38 PM
Please mention your ticket number here.

Also check https://my.avast.com for your license(s)
Title: Re: Paid for Nothing and No Support
Post by: moroni on January 19, 2016, 11:15:16 AM
Hi Fanega,

There is no any license registered under your email address.

I was not able to find any ticket raised by you in our ticketing system either.
Please go to https://support.avast.com/support/tickets/new and open a ticket, including the receipt of your purchase so we can investigate it.
Title: Re: Paid for Nothing and No Support
Post by: REDACTED on January 20, 2016, 04:01:51 PM
Hi Fanega,

There is no any license registered under your email address.

I was not able to find any ticket raised by you in our ticketing system either.
Please go to https://support.avast.com/support/tickets/new and open a ticket, including the receipt of your purchase so we can investigate it.

Ummm...so what if I don't have a ticket number, but I still have a bank receipt? And those 9,99€ were taken from my bank account? Cause I tried to fill Order ID, but it seems it's not working, and I checked on my mail, and I can't find anything.
Title: Re: Paid for Nothing and No Support
Post by: Eddy on January 20, 2016, 04:05:16 PM
Please do as moroni has asked you.
Title: Re: Paid for Nothing and No Support
Post by: REDACTED on January 20, 2016, 10:37:59 PM
I know, and I tried, but I dont have any ID number, or I can't find it, so I can't go forward.

By the way, thanks all of you for your answers.
Title: Re: Paid for Nothing and No Support
Post by: schmidthouse on January 21, 2016, 04:28:51 AM
I know, and I tried, but I dont have any ID number, or I can't find it, so I can't go forward.

By the way, thanks all of you for your answers.

Yes you can go forward. You said "but I still have a bank receipt? And those 9,99€ were taken from my bank account?"
So you can open a support Ticket and include the receipt from the bank. :)
Follow Moroni's direction as stated:
 "Please go to https://support.avast.com/support/tickets/new (https://support.avast.com/support/tickets/new) and open a ticket, including the receipt of your purchase so we can investigate it".
Title: Re: Paid for Nothing and No Support
Post by: Asyn on January 21, 2016, 07:21:12 AM
I know, and I tried, but I dont have any ID number, or I can't find it, so I can't go forward.
-> https://support.avast.com/support/tickets/new?form=3
Title: Re: Paid for Nothing and No Support
Post by: REDACTED on January 21, 2016, 10:11:53 AM
I know, and I tried, but I dont have any ID number, or I can't find it, so I can't go forward.
-> https://support.avast.com/support/tickets/new?form=3

Following link it demands me to set an ID Number and I can't go forward.

I know, and I tried, but I dont have any ID number, or I can't find it, so I can't go forward.
-> https://support.avast.com/support/tickets/new?form=3

This link was perfect. Thanks all of you
Title: Re: Paid for Nothing and No Support
Post by: Asyn on January 21, 2016, 10:13:13 AM
I know, and I tried, but I dont have any ID number, or I can't find it, so I can't go forward.
-> https://support.avast.com/support/tickets/new?form=3
This link was perfect. Thanks all of you
You're welcome.
Title: Re: Paid for Nothing and No Support
Post by: moroni on January 21, 2016, 11:16:18 AM
Hi,

Thank you for the receipt.
Your subscription was registered under an email address @hotmaill.com instead of @hotmail.com.
I've fixed it and sent to you your license.

You don't mind if I close your ticket now, do you? :)
Title: Re: Paid for Nothing and No Support
Post by: schmidthouse on January 21, 2016, 07:15:14 PM
I know, and I tried, but I dont have any ID number, or I can't find it, so I can't go forward.
-> https://support.avast.com/support/tickets/new?form=3
This link was perfect. Thanks all of you
You're welcome.

+1
Much simplified form for those with no available ID number etc. etc/
Thanks
Title: Re: Paid for Nothing and No Support
Post by: moroni on January 22, 2016, 09:26:31 AM
I know, and I tried, but I dont have any ID number, or I can't find it, so I can't go forward.
-> https://support.avast.com/support/tickets/new?form=3
This link was perfect. Thanks all of you
You're welcome.

+1
Much simplified form for those with no available ID number etc. etc/
Thanks

But be aware that that link is to request technical support, so those tickets do not go to the correct queue, which results in longer waiting times.
Title: Re: Paid for Nothing and No Support
Post by: REDACTED on January 22, 2016, 10:22:28 AM
Well, I got an email with my avast activation licencse, and finally I could activate it in my computer. At least I can enjoy it half of the year, cause I was really upset about not be able to enjoy what I paid.

Thanks again all of you for your support. Moroni, now you can close the ticket issue.