Avast WEBforum
Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: nelyok7 on December 20, 2016, 12:39:29 AM
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I was renewing my Avast Premier 2016 license for one more year and in the last step "Activation" the Digital Driver program says: "The payment hasn't been accepted". What shall I do? There is one day left for the -50% offer and I cant renew my license!! I need help!
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Download your license file and use it.
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All right, I think I didn't say this well. What I was about to so is buying another year of Avast, but in the last step, just before it activates it, the program says that the payement wasn't accepted. I don't really know if avast has charged my five attempts to buy it, and I'm really worried about it, because in one hand I don't want to pay for 5 licenses and in the other hand I wast to buy the new license before the -50% offer finishes. In my email there aren't any automatic messages from Avast saying that I've bot anything
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Sorry for the poor spelling!
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Don't be sorry.
I read it wrong.
Thought you said "the payment was accepted" :-[
How are you trying to pay ?
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I trying to pay by credit card. The problem is that I've tried to buy my license 5 times and now I don't know if because Avast will charge me 5 licenses. Buy I don't want to miss my 50% offer because of this payement error.
PS: I tried with different credit cards and even different computers!
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the first "because wasn't suposed to be there" :)
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I would say contact avast, explain what happened and ask them to take a look.
https://support.avast.com/support/tickets/new
It should work if you have sufficient funds on the card(s).
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I imagined that this may be a payement method problem. I'll try to open a ticket and wait for a reply from Avast. It would be a shame if I loose my 50% offer because of an error. All my credit cards have credits on them, and I have been trusting Avast Premier for over 3 years. I won't definitely buy avast for 90€ instead of 55€ and I don't want to use Avast Free, but this is what I have.
Anyway, thanks for your help!
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I'm pretty sure avast will come up with a solution/offer.
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I got a small blue Avast popup saying:
"Don't miss your discount!
We have noticed that you haven't completed a recent avast order"
I hope this means Avast hasn't charged me anything. I had this same popup last year but I completed my order, so I'm not sure if it's good to see this (as in fact, last year Avast wanted me to pay 15€ extra after paying my Avast Premier license and I still do not know why)
I will be aware of my email acounts for the reply from Avast and I'll post the results tomorrow
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Ok, just have some patience now.
avast is handling tickets within 1-5 business days (depending on how busy it is, if there are holidays etc)
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Hi nelyok7,
I couldn't find your ticket in the system. What's your ticket ID?
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Firstly, my ticket is is Spanish, secondly, I don't have an exact ticket ID because I sended the message from the antivirus UI. I can open a new ticket if necessary...
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And there's another thing about it: I can't send a ticket from the support page for an existing order because the order is not completed, so I don't have a valid client ID from this order. I have an old one from last year
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The only thing I want now is to find out if "The payement hasn't been authorized" error is still in the Digital Driver program, and if I can renew my license.
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The only thing I want now is to find out if "The payement hasn't been authorized" error is still in the Digital Driver program, and if I can renew my license.
At this point, a little patience and wait for moroni to reply. He is monitoring this topic.
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At this moment, unhopefully, I'm running out of patience!! Maybe 2 hours left and the antivirus still don't want to authorize my credit card payement. Seriously? Is this a technical problem (which is in fact more than a day long) or just a dirty strategy to avoid me buying the product with offer!!!!???? No way!!! I have revised all my credit cards! No problems! I NEED A SOLUTION IMMEDIATELY!! Avast probably will loose a client which has trusted for the antivirus for over three years! Well done Avast, well done!
>:( >:( >:(
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Someone from avast is already here willing to help you but you still haven't told him your ticket ID.
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I HAVE NO ID BECAUSE I CAN'T COMPLETE THE ORDER. I've sended a messege from avast, but it doesn't give you any id. I can give my old client ID from last year
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https://support.avast.com/support/tickets/new
If you haven't done so already, create a ticket.
If have done it, tell the ticket ID.
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CLIENT NUMBER: 116966301
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The new ticket, in English or Spanish?
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Got it. Really sorry for being annoyingly dumb.
#640533
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It's copy-paste from the forum, but it's well explained. The description in English and the details in Spanish
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I've realised now that I could open a product support ticket, not an order one. Because of this the solution may came late, but in this case it's my fault.
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I've recieved the ticket reply. It sounds good. They trying to contact me now
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Doesn't matter if it is in Spanish.
moroni speaks Spanish.
If not he better start learning it quickly ;D
He (or someone else from avast) will have a look at the ticket and soon help you further.
I am not working for avast, so I can't promise you anything but you can expect a response within 48 hours from now.
And don't worry about the end date of the offer.
I'm pretty sure avast will keep that in mind and won't make a problem about it.
Don't forget it is night now in Europe.
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If they do what you said that you're pretty sure about, that would be I plus for Avast! :D
At least I want to confirm if I haven't spent 600€ for a single license ;D
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As I said, I'm not working for avast so I can't promise you anything but knowing avast and how moroni handles things...
Yes, I'm pretty sure (99,99% as they say)
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Y understand don't worry... But the avast evangelists work here in the forum is huge
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All of us are just people who don't mind spending some of our time helping others with the knowledge we have.
The people who work for/at avast have "Avast team" underneath their name.
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Doesn't matter if it is in Spanish.
moroni speaks Spanish.
It is my native ;)
Got it. Really sorry for being annoyingly dumb.
#640533
Hola! ¿tienes registrada tu licencia bajo otra dirección de correo electrónico? no pude encontrar ni tu licencia ni el intento de renovación usando el correo con el que abriste el ticket.
Le pediré a alguien que tome tu caso pero por favor envíanos la dirección bajo la cual tienes registrada la licencia y/o intentas registrar la nueva compra :)
And sorry y'all for writing in Spanish here :)
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Of course you haven't found any license registered with the forum acount email:
xxxxxxxx@gmail.com
My license is registered with:
xxxxxxxx@hotmail.com
But don't worry, the Avast support team has sended a reply for my ticket this morning asking for my order data. I've forwarded some screenshots of the Digital River confirmation email and my subscription page in the Avast settings.
They've told me that they'll send a direct link to buy my license.
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One off-topic doubt:
If I buy now my license using Avast Premier 2016, will it be valid for Avast Premier 2017? Or my program will just update itself when the stable version is released (I know that now there is a Beta)
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I edited your message to hide your email address.
Our licenses are valid for the "edition" (Pro, Internet Security, Premier), regardless of the "version" (2015, 2016, 2017...) so there shouldn't be a problem to use the next release with a license you purchase today.
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Oops, forgot that we're at a forum.
Ok. I'm waiting for the reply from Avast. If everything goes well, I'll renew my license before the antivirus expires.
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The antivirus has expired and I still don't have any link from Avast to buy it... :(
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The antivirus has expired and I still don't have any link from Avast to buy it... :(
-> https://www.avast.com/es-es/store
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That's not fair. Why I have to spend 90€ instead of 55€ because Digital River is failing?
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avast is helping you.
Learn to have patience.
You are not the only one in the world that is asking them for help.
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Okay... Can still use my smartphone for a while... :-[
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That's not fair. Why I have to spend 90€ instead of 55€ because Digital River is failing?
You can use the free version until you get a reply from support. Don't forget, it's Xmas. ;)
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Of course, I'm using it unyil this problem is definitely solved
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Avast has sended me a link to buy the license with the proper price. The've told me to erase all the cookies, and I did that. Still having this same horrible problem: The payment couldn't been accepted! I can't understand this... Tried to buy it in two different computers and using a credit card and PayPal. Help!
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What's the meaning of: "The payment couldn't been accepted". No more information... This is maddening :'( :'(
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It means what it says.
Could be you are trying to use a credit card that is not accepted, insufficient funds, not providing all information needed (or wrong information) etc.
"Prepaid" credit cards are often not accepted.
With Paypal it is sometimes needed to have a bank account connected to it.
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I'm saying the truth:
-PayPal has a bank account and a valid (with credits) credit card.
-All my credit cards have credits...
-I have all my bank accounts clear, all unlocked, with money and valid credit card.
What does Avast want? 55€ in an envelope sent to Praga? ;D
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What does Avast want? 55€ in an envelope sent to Praga?
Not a bad idea.
It is a beautiful city to visit ;D
Anyway, as I can't see what is happening when you click on "pay now", there is nothing more I can do for you.
I sure am wondering why it doesn't work.
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Well, nothing special happens after I press "Pay Now" (even in the link sent to me by an Avast team employee). There's just a loading circle and then the famous sentence appears... But don't worry: I took photos of the issue and I am writing to Avast to tell them abuot the link fail. I'll use Avast Free instead while I'm waiting for a reply.
PS: I'd like to visit Praga someday... Sounds good! ;)
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I meant to see what happens with the communication and on the server.
Please post here if there is a update on it.
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Well, nothing special happens after I press "Pay Now" (even in the link sent to me by an Avast team employee). There's just a loading circle and then the famous sentence appears... But don't worry: I took photos of the issue and I am writing to Avast to tell them abuot the link fail. I'll use Avast Free instead while I'm waiting for a reply.
I'm just wondering if this isn't something to do with the avast backend server/s as there have been a couple of topics of people trying to submit a support ticket. Entered their details on a refund request, but on clicking the Submit button nothing happens. See https://forum.avast.com/index.php?topic=194636.0 (https://forum.avast.com/index.php?topic=194636.0).
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Hi nelyok7,
Sorry for the delay in solving your problem!
I can see where the issue lies now, and it would take us at least till Friday to fix it, which is too much time in my opinion, thus I extended your previous license for another year for free, as it is a much faster solution for both of us :)
I noted that you don't have an Avast account registered with your hotmail address, so I will send you the license again by email.
We will still fix the problem so next year you can renew normally.
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I'm very happy with this solution from Avast... It wasn't expected at all!
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Moroni normally never does such a thing.
Must have been something he drank at Christmas ;D
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At this point, moderators can close this topic (or put a "solved" tag).
Avast can also close the ticket
#640533
Have a Happy New Year you all! ;)
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You can use the modify option in your first post, then in the 'Subject' field add [Resolved] to subject line.