Avast WEBforum

Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: REDACTED on August 07, 2017, 05:19:21 PM

Title: Licence payed for, no licence.
Post by: REDACTED on August 07, 2017, 05:19:21 PM

Hey,

I'm sorry if I will be breaking any forum rules, but I am seriously annoyed by the situation.

So my Avast PRO antivirus is running out, and I got greeted by popup offering me renewal. So I payed for it with online banking service, but when I already made a transfer and pressed "go back to shop", the popup showed some error.

I ignored it - well I payed and provided my email, so all should be fine. The thing is that it isn't.

I did not get an email with licence. Checked spam and all. Decided to visit support page, and there was option to resend the licence. I got one. THE OLD ONE.

But this is not even the worst to be honest. The worst is that I cannot even file a ticket, because I don't have number of my order! You evidently lost my order, so what the hell?

Please, what can I do to at least get my money back? I payed for 2 years...

Title: Re: Licence payed for, no licence.
Post by: bob3160 on August 07, 2017, 05:35:42 PM

Were you actually charged ??? Have you checked with your bank ???
If you were, contact Avast customer Support: https://support.avast.com/support/tickets/new?form=3 (https://support.avast.com/support/tickets/new?form=3)

Contact Sales: https://support.avast.com/support/tickets/new?form=1 (https://support.avast.com/support/tickets/new?form=1)
Request a refund: https://support.avast.com/support/tickets/new?form=11 (https://support.avast.com/support/tickets/new?form=11)

Title: Re: Licence payed for, no licence.
Post by: REDACTED on August 07, 2017, 05:50:59 PM

Yes, I was charged. As I said, I cannot contact support, because I have no order id. The whole avast system seems to retend I did not buy anything, yet the money was taken from my account.

Title: Re: Licence payed for, no licence.
Post by: bob3160 on August 07, 2017, 05:54:19 PM

I've just reported this topic to  moroni from Avast.
Let's wait for him to reply. Remember there's a time difference.
Avast is located in Prague. CZ

Title: Re: Licence payed for, no licence.
Post by: REDACTED on August 07, 2017, 05:59:52 PM

Thank you very much. Actually I could open a ticket for sales without order ID, so I also managed to send a ticket. Strangely though, I saw no option for this form anywhere on the Polish support website which seems to differ a bit.

Title: Re: Licence payed for, no licence.
Post by: moroni on August 07, 2017, 06:01:24 PM

Hi kdkade,

Orders paid by wire transfer take around 3-5 days to clear and to get active. I see that your order was placed today, so please let us know if you don't get the license by Friday :)

Title: Re: Licence payed for, no licence.
Post by: REDACTED on August 07, 2017, 06:13:10 PM

@moroni,

I can understand that, even though this method most often works immediately. But not getting any order confirmation, not having any "pending" licences for my email etc. is normal?

Title: Re: Licence payed for, no licence.
Post by: moroni on August 07, 2017, 06:19:27 PM

The missing order confirmation it is indeed a bit strange (I am checking the console and it shows no notification sent, although the order exists and its status is "Pending Payment").
There won't be any pending license in your account though, only the "real" license once it is created.
I'll PM you your order ID.

Title: Re: Licence payed for, no licence.
Post by: REDACTED on August 07, 2017, 06:22:36 PM

Thank you very much :)

Title: Re: Licence payed for, no licence.
Post by: moroni on August 08, 2017, 08:38:17 AM

Hi kdkade,

I just checked your account and the license is already there. According to our system, the email confirmation was sent last night around 9:30pm, Central European Time.
Let me know if everything is alright now and if I can close your ticket :)