Avast WEBforum

Avast Products => Avast Account (my.avast.com) => Topic started by: Kimberly66 on February 13, 2018, 01:06:47 AM

Title: Payment not accepted
Post by: Kimberly66 on February 13, 2018, 01:06:47 AM
I cancelled my auto-renewal.  Now I'm trying to renew my subscription, which ends in two weeks, for one year but when I put any payment method in, I get an authorization denied message (not the exact wording.)  ANY form of payment.  I have used Avast for years, but how can I continue if you won't accept my payment???  And I can't find a phone number to call.  So frustrating!
Title: Re: Payment not accepted
Post by: Asyn on February 13, 2018, 07:48:26 AM
Contact support: https://support.avast.com/contact
Title: Re: Payment not accepted
Post by: Kimberly66 on February 13, 2018, 03:58:55 PM
I did that 3 days ago and haven't received a reply.  I can't go without security, so I'll have to use another company if I can't renew my license with Avast.
Title: Re: Payment not accepted
Post by: Asyn on February 14, 2018, 05:13:47 AM
Post your ticket-ID.
Title: Re: Payment not accepted
Post by: Kimberly66 on February 14, 2018, 05:16:15 AM
Where do I find that?
Title: Re: Payment not accepted
Post by: Asyn on February 14, 2018, 05:18:13 AM
When you contact support (Reply #1), you should get a ticket-ID.
Title: Re: Payment not accepted
Post by: Kimberly66 on February 14, 2018, 05:22:41 AM
Okay, I sent that a few days ago.  Should I have received an email with the ticket id?  I did not receive an email.
Title: Re: Payment not accepted
Post by: Asyn on February 14, 2018, 05:35:51 AM
Check your spam folder...
Title: Re: Payment not accepted
Post by: Kimberly66 on February 14, 2018, 05:43:46 AM
Yes, I did that and there wasn't one.  Should I submit a new ticket?

These are the selections I made in the original ticket: 

1.  Billing, payment, or license issues
2.  I have a different billing or license issue
3.  I entered my name, email address and described the problem.  It also asked for the order ID, but I don't have one because the order won't go through.

Should I be making a different selection?
Title: Re: Payment not accepted
Post by: Asyn on February 14, 2018, 05:47:22 AM
Hi, did you try the store already..!?
-> https://www.avast.com/store
Title: Re: Payment not accepted
Post by: Kimberly66 on February 14, 2018, 05:57:12 AM
Yes, and I just tried it again:  Payment Authorization Failed

So, I've tried it through the user interface and through a browser.  Neither one works.  I always get this message.
Title: Re: Payment not accepted
Post by: Asyn on February 14, 2018, 06:02:45 AM
Yes, and I just tried it again:  Payment Authorization Failed
Try another browser, e.g. IE. Does it work..?
Title: Re: Payment not accepted
Post by: Kimberly66 on February 14, 2018, 06:13:40 AM
Yes, and it didn't work, but I did find a phone number to call for help.  Thank you for your time.
Title: Re: Payment not accepted
Post by: Asyn on February 14, 2018, 06:15:52 AM
OK, you're welcome.