Author Topic: PayPal payment no registration  (Read 10196 times)

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Offline NiceID

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PayPal payment no registration
« on: June 21, 2013, 05:58:26 PM »
First of all, greetings to all of you!

Yesterday I decided to upgrade my free version of Avast to the full Internet Security Suite.
1 Year of protection for more or less 20 EU seemed a pretty decent deal.
Decided to place the order through the Market, payment done with Paypal.
I received a confirmation from PayPal and the money has been taken from my account,
but until now I have not received any e-mail from Avast confirming my purchase, nor a Registration code for my upgrade.

Wondering what is going on. You guys seem to be eager to take my money, but I have not received the product I have paid for.

Oh yeah, I already opened a ticket yesterday but still no answer.

I work in customer support myself so i know not everything can be answered instantly, but I expect to get what I pay for WHEN i pay for it.

Looking forward to getting a clear, positive response.

Offline DavidR

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Re: PayPal payment no registration
« Reply #1 on: June 21, 2013, 06:03:40 PM »
I don't know if you or your ISP or email service provider use an anti-spam application, if so check that it hasn't been sent to your spam folder, etc.

Try the - Resend avast License http://www.avast.com/resend-license-paid.php option, 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.
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Offline NiceID

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Re: PayPal payment no registration
« Reply #2 on: June 21, 2013, 06:05:26 PM »
Thank you for your fast reply.

I am using Gmail and I know that my ISP is not blocking any traffic.

The second option you offered, i already tried more than 4 or 5 times. Every single time i get an e-mail stating there is no purchase/license asociated with this e-mail adress.

Offline DavidR

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Re: PayPal payment no registration
« Reply #3 on: June 21, 2013, 07:02:49 PM »
Are you sure that you used the same one as your paypal account/correct email address as an incorrect one could result in a failed delivery.

You could also try emailing sales (at) avast (dot) com outlining the problem and any information contained in the paypal receipt.
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Offline NiceID

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Re: PayPal payment no registration
« Reply #4 on: June 21, 2013, 09:15:53 PM »
I am 1000% sure that i used the right e-mail adress, since i have only 1 e-mail adress i use for these purposes.

I tried emailing the adress you mentioned as well, and got back a generic reply that to improve the quality of customer services, i should open a ticket through the online ticket system.

So far no reply yet, but my money is gone.

Offline DavidR

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Re: PayPal payment no registration
« Reply #5 on: June 21, 2013, 09:57:39 PM »
That is the problem if you make a typo in entering an email address then it wouldn't get to you and there would be no record of the email address that you subsequently entered.

A point of note I'm an avast user not an avast employee, so I don't have any influence in how this is dealt with at avast.

Gmail does filter for spam so if you haven't checked its spam folder, that would be worth a check.
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Offline NiceID

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Re: PayPal payment no registration
« Reply #6 on: June 21, 2013, 10:25:52 PM »
I know man and i appreciate your efforts trying to help me out, nothing personal against you obviously. People like you who help others out on forums and take time out of their own to inform and share knowledge are more than welcome.

 I know for a fact that i did not make a typo, since i am always very carefull when it comes to online purchases and double check all my data.

Checked my spam and as expected, nothing there. If it would be a matter of spam filtering I assume I would have not received the e-mail stating 'no registration/purchase found under this e-mail adress' when using the link to retrieve registration, to begin with.

I am for 99% sure this is a problem on Avast's side and honestly it is pretty upsetting to see how paying customers (the ones that keep the business running, so to say) are dealt with.

Excuse me for any minor spelling errors, since english is not my native language.

Anyway hoping this will get resolved soon since I would like to spend my time on more productive matters. :)

Offline DavidR

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Re: PayPal payment no registration
« Reply #7 on: June 21, 2013, 11:37:57 PM »
I too hope it is resolved quickly, I had hoped you would get a direct response from sales rather than the please create a support ticket.
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Offline NiceID

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Re: PayPal payment no registration
« Reply #8 on: June 22, 2013, 05:43:41 PM »
Giving this a little bump, perhaps a moderator can shed some light on this issue. Still no answer from the Avast support ticket i created.

Offline DavidR

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Re: PayPal payment no registration
« Reply #9 on: June 22, 2013, 06:07:03 PM »
I have also given it a nudge, can you post the support ticket number you were given.
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Offline NiceID

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Re: PayPal payment no registration
« Reply #10 on: June 22, 2013, 06:41:24 PM »
Sure.

The Ticket ID I was given is the following: FCS-273-36022

Offline forum06062011

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Re: PayPal payment no registration
« Reply #11 on: June 22, 2013, 08:20:12 PM »
I don't know if you or your ISP or email service provider use an anti-spam application, if so check that it hasn't been sent to your spam folder, etc.

Try the - Resend avast License http://www.avast.com/resend-license-paid.php option, 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.

It does not make sense to put in question whether GMail blocks purchases from Avast. This assumption is dead-end, nevertheless the issue.


Offline NiceID

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Re: PayPal payment no registration
« Reply #12 on: June 22, 2013, 08:37:13 PM »
I am not sure if I understand your post (correct me if i understood wrong) but i feel like you are stating that GMail actually blocks Avast's E-mails.
If this would be the case why would I receive all the other E-mails from them, but not the one confirming my purchase?
Again I am not sure if I understood your post correctly so if that's not the case I apologize.

EDIT: Would like to add the following as well. I tried the 'recover registration' link that DavidR provided and I do in fact receive those mails, just that they state that there is no purchase under the E-mail adress I am using. I have the proof of purchase through Paypal and the 19,99 have clearly been transfered from my account.
« Last Edit: June 22, 2013, 08:40:35 PM by NiceID »

Offline DavidR

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Re: PayPal payment no registration
« Reply #13 on: June 22, 2013, 08:52:53 PM »
I don't know if you or your ISP or email service provider use an anti-spam application, if so check that it hasn't been sent to your spam folder, etc.

Try the - Resend avast License http://www.avast.com/resend-license-paid.php option, 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.

It does not make sense to put in question whether GMail blocks purchases from Avast. This assumption is dead-end, nevertheless the issue.

I'm really having a hard time trying to find the purpose of your post. Given the post you quoted mentions nothing about checking gmail spam, which is mentioned in a later post.

However, we have a user that hasn't received an important email from avast that he states would be sent to his gmail address.

Since all gmail is checked for spam there is every possibility it could have been incorrectly considered spam and filtered, so it is very valid that the OP checks.
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Offline Para-Noid

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Re: PayPal payment no registration
« Reply #14 on: June 22, 2013, 09:17:20 PM »
When I tried to do the same thing through the "market" I had the same problem.  ::)
What I did was purchased my license through the website avast.com  :)

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