Renewal doesn't work

[johnbogie]

I keep getting email invitations to renew (Secureline VPN and Premium Security) but renewal via Paypal always ends with a return to the "review order" page which greyed out. "Help" is, of course, no help at all. Calling the supposedly UK phone number turned out to be just as useless. Logging in to my account, I find I have no subscriptions, no order history and no payment history; this is ridiculous as I have been paying for these programmes for several years.
Any suggestions  for what to do next?

[MrDJ]

Are the emails the same when you log into your online avast account and when you look on avast UI. menu>my subscriptions.

Ive been with avast for around 15 years. back then i used a totally different email address to register which no longer exists so my subscriptions are only showing for the last 2 years with my new email address.
If you are trying to renew with a different email then they wont connect so you cant pay so that could be why its greyed out.

another thing ive seen a few times on here were the card had expired so paypal had not updated with new card details so just hangs.
just guesses though while you wait for others to advise.

[johnbogie]

Thank you.
Change of email is a possibility although they have been advised and my current address shows in Menu>UI>Subscriptions; also, they send the emails to the correct address. Should I add the old address in order to see my history?
However, this doesn't, or shouldn't, cause the renewal process - from their email link - to fail. Or it's a left hand / right hand problem.

[MrDJ]

I have no idea mate.
might be worth looging into their website with the old email address if you can remember the password. just to see if you can see your old history of purchases.

hopefully someone else that knows more than me can advise further.

[johnbogie]

Worth a try but - "An account with this email doesn't exist"

[MrDJ]

dalm, sorry fella but dont know what else to suggest.

David is usually very helpful on here so hopefully he will see your post.

[DavidR]

@ johnbogie
Unfortunately not in this case, being an Avast Free version user I haven't experienced this problem.

That said, presumably you had previously set up a payment mandate with PayPal for Avast Secureline VPN and Premium Security  ?

If so is the email address used for your paypal account the same as your Avast Account as I'm thinking it may not be ?

[johnbogie]

Both have the same address.
I have many days left on my current subscriptions so I'll just wait and see what happens.
Thank you both.