Avast WEBforum
Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: zfactor on December 11, 2010, 03:31:10 AM
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i just placed a order for a BRAND NEW 3pc lic key for one year and i got the order info and the lic key to download and they sent me my EXISTING LIC KEY from my last order?????? the download is for my 3 year lic key and the one i just ordered was for a NEW one year key can someone help asap???
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Contact sales (at) avast (dot) com, with information about the purchase, location, date, email used, any invoice/reference number, etc.
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when are they open though?? do i have to wait till monday? this sucks
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I don't think it is a case of when it is open, I don't know if there is any limited staffing at weekends or not.
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i dont understand how this could happen though.. the invoice is from today but they re sent me my lic key from feb 2010??? i tried like 5 times to redownload it???this makes no sense
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i see what they did now to try to get them to fix it. for some reason they combined all of my lic's in one file this new one lists all 4 products but is only registering the first one when it gets activated
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You have to transfer a copy of the license file to each system and use that in the same way as the first to register those.
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no...... what i mean is ... i have 3 separate lic files one ending feb 2013, one in march 2013, and another in march 2013. this NEW ONE should be till dec 2011. the lic file they sent me with this order has ALL of the above in it. it lists product 1 product 2 etc each with the corresponding expiration dates. see below for what i mean it put everything in one file i needed a separate file for this new lic...
so in other words:
CertificateCount=4
#
# Section for licensed product 1
#
[Certificate0]
#
# Name of product: avast! Internet Security
#
Feature=AV_AIS
#
# License creation date: Feb xx, 2010
#
Issued=xxxxxxxxxxxxxxxxx
#
# License expiry date: <never expires>
#
ValidThru=0
#
# Update license expiry date: Feb xx, 2013
#
UpdateValidThru=xxxxxxxxxxxxxxxx
#
# Number of licensed items
#
LicenseCount=3
#
# Section for licensed product 2
#
[Certificate1]
#
# Name of product: avast! Internet Security
#
Feature=AV_AIS
#
# License creation date: Mar xx, 2010
#
Issued=xxxxxxxxxxxxxxxxxxx
#
# License expiry date: <never expires>
#
ValidThru=0
#
# Update license expiry date: Mar xx, 2013
#
UpdateValidThru=xxxxxxxxxxxxxx
#
# Number of licensed items
#
LicenseCount=3
#
# Section for licensed product 3
#
[Certificate2]
#
# Name of product: avast! Internet Security
#
Feature=AV_AIS
#
# License creation date: Mar xx, 2010
#
Issued=xxxxxxxxxxxxxxxxxxx
#
# License expiry date: <never expires>
#
ValidThru=0
#
# Update license expiry date: Mar xx, 2013
#
UpdateValidThru=xxxxxxxxxxxxxxx
#
# Number of licensed items
#
LicenseCount=3
#
# Section for licensed product 4
#
[Certificate3]
#
# Name of product: avast! Internet Security
#
Feature=AV_AIS
#
# License creation date: Dec xx, 2010
#
Issued=xxxxxxxxxxxxxxxxxxx
#
# License expiry date: <never expires>
#
ValidThru=0
#
# Update license expiry date: Dec xx, 2011
#
UpdateValidThru=xxxxxxxxxxxxxxxxxxxxxxx
#
# Number of licensed items
#
LicenseCount=3
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This is how it works, generally (and has always worked). Every customer has a single license file, with all the purchases he has ever made combined...
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so then how does it distinguish between my 3 year ones and my one year ones?? i bought a one year key for my mom's computers for her and i wanted a separate lic for just her use. since i was paying for it i just used my email and billing info. can i change it to get a lic just for her then??
when she goes to insert the lic file it tells her she has till feb 2013 but i only bought her a one year key?? so what do i do now?? i dont want my keys blacklisted and i dont know how to get her systems to show the new one year lic instead of the 3 year ones?? i also have 2 3 year keys that started in march and one from feb 2010. again how does it tell which is which when i use the lic file then?? i really wanted a new separate lic file for the one year one
what do i do??
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no reply yet from sales i hope they get back to me soon because we are loosing paid days on this lic since it just does not work and cant be used....
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Point that out when contacting them, they should take it into consideration.
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do they answer on the weekends? i have yet to receive any response yet??
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I don't know as I don't work for avast.
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well i guess not since i still have not received a response. they really need to make people aware of this BEFORE buying another lic that they simply get added to the old file because when using the file there is no way to separate the lic's to determine which each one is using...def not a good thing.
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Hi zfactor
As you have pointed out, the license model seems to be built upon some shaky assumptions.
Example:
Today I buy a 1-user, 3-year license, expiring 12/12/2013. I insert the file on one PC.
Tomorrow I buy a 5-user, 1-year license, expiring 13/12/2011. I receive the license file issued with the second purchase which also includes the info from the first. When I insert this file into the 5 PCs, all of them will indicate license valid until 12/12/2013.
People will very likely choose to use the one email address for all online purchases, be it for home, work, other family members, etc. As it is, it can't cope with concurrent license periods under the same primary key, in this case, your email address.
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yeah i know im sure sales will fix it but im STILL waiting even for a response back from them. i hope they fix this or ill have to get this refunded since its doing me 0 bit of good right now my mom is beyond the 30 day trial now with no lic file to use. so im a bit ticked off right now...all of my other 3 lic's are all separate files so why this one got combined i have no idea, but it really sucks i would have used a different email to buy had i known before hand. ill keep this posted if i hear from sales.
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Now this makes me question the two license of Avast Pro I bought last month two days a part. If they are combining license they should contact the purchaser and let them know. How do I know which key to use?
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4 days now missing from this lic and still no response yet from sales.
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Now this makes me question the two license of Avast Pro I bought last month two days a part. If they are combining license they should contact the purchaser and let them know. How do I know which key to use?
agreed i bought a lic for my mom, but she does not deal with the computer end of things so i used my email in case i needed to contact avast about it. and now i have this huge headache about fixing this. they really should send a separate file for each lic purchased imo.. i have 4 on one file that all end at different times?? how does the program know which is which since each time i insert it it only shows the first expiration date.
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update avast sales fixed the issue so it is resolved now.. thank you avast!!
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Can you tell us how it was resolved?
Did they allocate the two licenses separately under different email addresses?
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update avast sales fixed the issue so it is resolved now.. thank you avast!!
Please go to your first post and change to Resolved HUGE issue with new order!!!!!!!! please help.
Merry Christmas
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Can you tell us how it was resolved?
Did they allocate the two licenses separately under different email addresses?
yes they sent me separate lic files but they were able to be under the same email.