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Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: Abw on October 14, 2011, 10:21:45 PM

Title: Can't get license file from avast or digital river..wtf?
Post by: Abw on October 14, 2011, 10:21:45 PM
I just bought avast Internet security and while I have received the conformation email and software but  there was no license file attached!! I called digital river(avast distributor) and they say avast will be sending it but when I called avast they said digital river would send it. Now, I got nothing.. I bought avast but still don't have it and no one will take responsibility for sending me the license file..jezzz....What a scam

A little help please because obviously hither avast or digital river will fix this for me and now I am out my money with no license!!

Help!!


PS- the file is not in my junk mail, I have a recipt  and the software download/order conformation email but no licencse or serial number for the software..
Title: Re: Can't get license file from avast or digital river..wtf?
Post by: essexboy on October 14, 2011, 10:29:48 PM
Was there an attachment on the e-mail called avastlic.lic ?   If so then double click that and the licence will self install
Title: Re: Can't get license file from avast or digital river..wtf?
Post by: Abw on October 14, 2011, 10:50:29 PM
That's what I was hoping for but no it just says wants posted below... No link but for the software download and all the support links.. No attachments or lic links...

Thank you for your purchase and for becoming an AVAST customer!

AVAST Software Customer Service Team
sales@avast.com
License File does not exist
Title: Re: Can't get license file from avast or digital river..wtf?
Post by: essexboy on October 14, 2011, 10:59:33 PM
Shoot an e-mail off to sales @ avast as per the link and state that you have not received the licence file and digital river will not give you one.  Let me know if that works

I am currently looking to see if there is an offline method of getting the licence 
Title: Re: Can't get license file from avast or digital river..wtf?
Post by: igor on October 14, 2011, 11:08:31 PM
What if you use the re-send form?
http://www.avast.com/resend-license-paid.php
Title: Re: Can't get license file from avast or digital river..wtf?
Post by: essexboy on October 14, 2011, 11:10:52 PM
Shucks beat me to it - I just found that link  ;D
Title: Re: Can't get license file from avast or digital river..wtf?
Post by: DavidR on October 14, 2011, 11:13:19 PM
There may not have been an attachment (might have been stripped out by an overzealous email server), but there may have been a link in the email to download the license.avastlic file.

Short of that try:
Resend avast License http://www.avast.com/resend-license-paid.php (http://www.avast.com/resend-license-paid.php), you will need to enter the email that you used when purchasing the license, e.g. the one that the original email with the link was sent.


Beat me too
Title: Re: Can't get license file from avast or digital river..wtf?
Post by: Abw on October 14, 2011, 11:14:02 PM
I did that and they have no record of my email so they send me an email that tells me as much... Then, if I go to log in I can find my order but it's tied into digital river somehow... Very confused.. It's like I am lost between both companies...

Title: Re: Can't get license file from avast or digital river..wtf?
Post by: Abw on October 14, 2011, 11:34:10 PM
Soooo... I really appreciate you guys trying to help but it looks like I have found the weakness with Avast.. No customer support.. I am getting nothing but an empty wallet out of this and it kind of hurts because I actually bought the darn thing...

Big fat F for support....
Title: Re: Can't get license file from avast or digital river..wtf?
Post by: ady4um on October 14, 2011, 11:38:06 PM
Are you sure you reported the exact same email address in all those situations? Or maybe it was a different "from" field? I mean, the same you used to register, use it with Avast Sales and with Digital River. ???
Title: Re: Can't get license file from avast or digital river..wtf?
Post by: Abw on October 14, 2011, 11:58:57 PM
Yep... It's crazy and no one can help it seems.. I can go on the avast estore(which is Digital river) and pull up my order under that email.. Now, if I go to resend license I get the response below..  But they charged me and I have the full conformation email with all the instructions etc.. The only difference is that at the end of my conformation email it says license file does not exist and no one will send me the darn liscnse I paid for.. Not avast or digital river.. Crazy....

Dear customer,

we are sorry, but our records show no valid purchases with the e-mail address you specified (I changed this@gmail.com).

Please make sure the information you supplied is correct, and the original purchase was carried out using this email address.

If you purchased your license from an avast! reseller please contact the reseller directly (http://www.avast.com/locate-dealer).

Best regards,

the avast! team
Title: Re: Can't get license file from avast or digital river..wtf?
Post by: DavidR on October 15, 2011, 12:40:28 AM
another area to check - License enquiries Digital River (Element5) https://secure.element5.com/esales/impressum.html? (https://secure.element5.com/esales/impressum.html?). Hopefully you should at least be able to input information on your order/transaction/receipt, etc. using the contact form so they can track it down.

I'm not sure what information you gave to sales at avast, as the above information might also help them.
Title: Re: Can't get license file from avast or digital river..wtf?
Post by: jadinolf on October 15, 2011, 12:48:09 AM
Assuming you used a credit card, you might want to communicate with them should all other avenues fail.
Title: Re: Can't get license file from avast or digital river..wtf?
Post by: igor on October 15, 2011, 01:21:22 AM
There might be some problem on the servers (I'm not sure, but there are some hints) - so I'd ask you for a bit of patience, it should get checked.

Btw, when you say you "called avast"... where exactly did you call?
Title: Re: Can't get license file from avast or digital river..wtf?
Post by: Abw on October 15, 2011, 01:31:17 AM
Thanks for the reply.. I will give it a couple days.. I called the 1-877-314-5079 number and they routed me over to technical support aka.. Digital River and from there we just went round and round...I sent all this info to sales@ avast.com..hell.. I have sent it to everyone but no luck yet..

So... Your advise is to wait and somehow the code will find it's way into my inbox?

Title: Re: Can't get license file from avast or digital river..wtf?
Post by: zfactor on October 15, 2011, 01:53:18 AM
did you use paypal to pay and if so was the email you used and the email used for payment the same? meaning when you filled out the address info and email did that match the paypal address? just a thought. if not i would be in contact with digital river as this sounds like their issue not avast
Title: Re: Can't get license file from avast or digital river..wtf?
Post by: HynsHrWy on October 15, 2011, 03:26:41 AM
I just purchased the software (Internet Security) after trying the trial version and have the exact same problem.  The checkout process went smoothly, got the confirmation email, but no license file.  "License file does not exist" was at the bottom of the email I received, also.  Tried requesting that the license file be resent - didn't recognize my email (yes, it was input correctly).  Tried looking up my order using my Order # and again with my Credit Card #....no luck.  I've sent a support ticket to Sales, now just awaiting a reply......

The one thing that I thought was weird - and this may not be related in any way to the license file problem - was that the "Finish Order" page was somehow incomplete, I think.  It tells you that you've completed your order and then follows with instructions on how to download and install the program (same as the email I received).  However, the website was only displaying through Step 1....there was no download link, no Step 2, etc.  I have the program installed because of the trial version I was using, so it said to proceed to Step 2.  Well, I couldn't find a Step 2 on the webpage, no way of navigating to Step 2....there was Step 1 and then a survey right below that.  I figured it may have been an internet browser issue, so I just opened my confirmation email and got the directions from there (minus the License File, of course).  Anyway, might not be related, but I thought that was weird...
Title: Re: Can't get license file from avast or digital river..wtf?
Post by: DavidR on October 15, 2011, 03:33:56 AM
This might be a server error/problem as Igor suggest earlier in this topic.

There might be some problem on the servers (I'm not sure, but there are some hints) - so I'd ask you for a bit of patience, it should get checked.
<snip>
Title: Re: Can't get license file from avast or digital river..wtf?
Post by: reed0082 on October 15, 2011, 04:15:29 AM
Bah, i just bought this and same problem. License was not sent in email, and there was no download link when it said Click download below... Far out.

Hope there is some solution to this very quickly.
Title: Re: Can't get license file from avast or digital river..wtf?
Post by: Abw on October 15, 2011, 07:28:51 AM
Well..I hate to say it but I feel better now..lol.. We are in the same boat and from the looks of it without a paddle... They need to make this right to us somehow because I have wasted many an hour trying to figure out their issue and still have not..

We shall see how it pans out...
Title: Re: Can't get license file from avast or digital river..wtf?
Post by: reed0082 on October 15, 2011, 07:09:33 PM
Well, i guess i will call my bank and tell them to put a stop on the payment.
Title: Re: Can't get license file from avast or digital river..wtf?
Post by: HynsHrWy on October 18, 2011, 01:29:20 AM
Hey all, I just checked my email and found some good news!  I received a response from Avast regarding the support ticket I sent to sales.  It said that they were looking into the problem and that something went wrong with the order because the purchase went through, but the license file didn't automatically generate.  Several hours later I was sent an Order Confirmation again from Digital River, this time with the License filed attached!  Yay! :D  I inserted the License File, and now I'm good to go!  Hopefully you all will have your License Files waiting for you in your inbox - if not, I suggest sending a support ticket.  Best Wishes!
Title: Re: Can't get license file from avast or digital river..wtf?
Post by: jadinolf on October 20, 2011, 12:12:25 AM
Hey all, I just checked my email and found some good news!  I received a response from Avast regarding the support ticket I sent to sales.  It said that they were looking into the problem and that something went wrong with the order because the purchase went through, but the license file didn't automatically generate.  Several hours later I was sent an Order Confirmation again from Digital River, this time with the License filed attached!  Yay! :D  I inserted the License File, and now I'm good to go!  Hopefully you all will have your License Files waiting for you in your inbox - if not, I suggest sending a support ticket.  Best Wishes!

Great. Be sure to file that license away. Just to be sure, I burned it to a few CDs and put them in a safe place.

Yes, on my hard drive, also.