Avast WEBforum

Consumer Products => Avast Cleanup => Topic started by: REDACTED on June 25, 2017, 11:02:22 PM

Title: Avast Cleanup refund - No order number - Autorenewal failed
Post by: REDACTED on June 25, 2017, 11:02:22 PM

Hi,

I would like to request a refund, but when I applied for the 30 day trial, I did not realize that I signed in with my old avast account, from ~2006, which is registered to an email address I do not have access to anymore. Since I cannot access my email, I do not know the order id, which is a required field when applying for a refund. On the 'Licenses' page, The order is displayed with the 'AUTO-RENEWAL FAILED' status, so I cannot see the order id nor access my license from there either.

I would appreciate any suggestions on how to get this resolved, Thanks

Title: Re: Avast Cleanup refund - No order number - Autorenewal failed
Post by: Asyn on June 26, 2017, 05:28:14 AM

-> https://www.avast.com/faq.php?article=AVKB24#artTitle (Orders and Renewals)

Title: Re: Avast Cleanup refund - No order number - Autorenewal failed
Post by: REDACTED on June 26, 2017, 09:18:48 AM

I don't see anything in the FAQ that helps, as I don't even have the order number.
Can I expect the license status to change from 'AUTO-RENEWAL FAILED', after the 7 day processing period, to something that will allow me to get all the required order details ?

Title: Re: Avast Cleanup refund - No order number - Autorenewal failed
Post by: Asyn on June 26, 2017, 09:28:52 AM

Seems the FAQ are messed up, as it brings me to an AMS page now. :-\
Anyway, try to contact Sales: https://support.avast.com/support/tickets/new?form=1

Title: Re: Avast Cleanup refund - No order number - Autorenewal failed
Post by: Eddy on June 26, 2017, 11:05:12 AM

FAQ sure is a mess at the moment.
I checked the AVKB24 and also was directed to a page about AMS (mobile).

Searching for "refund" all links lead to the AMS page.
https://www.avast.com/faq.php?q=refund
Guess what happened when I clicked back in the browser when I was on the AMS page...
I was seeing the AVKB24 !

Just tried a search again en now the AVKB24 link points me to a page about MAC security !
Hitting the back button and voila, there was the AVKB24.

Title: Re: Avast Cleanup refund - No order number - Autorenewal failed
Post by: Asyn on June 26, 2017, 11:17:07 AM

Confirmed, one gets a new (wrong) page on each try. ::)
Welcome to Avast FAQ Roulette..!! :o ;D

Title: Re: Avast Cleanup refund - No order number - Autorenewal failed
Post by: Eddy on June 26, 2017, 11:19:50 AM

Waitress please bring me your most expensive champagne.
I feel like I'm gonna win big sometime today ;D

Title: Re: Avast Cleanup refund - No order number - Autorenewal failed
Post by: Asyn on June 26, 2017, 11:25:05 AM

I reported it, let's see...

Title: Re: Avast Cleanup refund - No order number - Autorenewal failed
Post by: MartinZ on June 26, 2017, 11:43:02 AM

thanks for reporting. Problems with cache, we are fixing it. Sorry for the troubles

Title: Re: Avast Cleanup refund - No order number - Autorenewal failed
Post by: Asyn on June 26, 2017, 12:27:49 PM

Quote from: MartinZ on June 26, 2017, 11:43:02 AM

thanks for reporting. Problems with cache, we are fixing it. Sorry for the troubles

NP Martin, it seems to work (as expected) now. Cheers.