paid but no functioning license

[REDACTED]

I have now twice bought the license for Cleanup but have not received a license that actually works. I tried getting the license again and I did get it in my mail but it will not activate the program.

What should I do?

Kind Regards
Gitte

[schmidthouse]

Hi
You could try this:https://www.avast.com/en-eu/faq.php?article=AVKB211#idt_220
 
If no luck Contact Avast support: 
 https://support.avast.com > Submit a Support Ticket

[REDACTED]

Sorry to hear about the issues with activation.

For specific steps you can see how to enter the activation code from within the product:

https://www.avast.com/en-us/faq.php?article=AVKB205

If that doesn't work you can login to your Avast account and enter the activation code there:

https://www.avast.com/en-us/faq.php?article=AVKB225

One or both of these methods should work, but if they do not, you can definitely submit a ticket to support.

Hope this helps,
Brad

[REDACTED]

I have not received any license or activation code but I can see on my bank statements (yes two as I bought it twice) that the money has been received by Avast.

I also keep getting mails regarding another product that I have bought and activated. I had to activate that program by asking for the license to be send again.

I dont know if I have no clue of what to do to actually get the activation code, I might be doing something wrong, but I just do not understand why the money has been taken from my account without me getting the code or license.

Thanks for the help so far and I must say that I have always been happy with Avast but I am getting mighty frustrated with the product these days.

[schmidthouse]

Hi Gette2
Just a thought, have you checked your "Spam or Junk" folder and double checked the email used or possibly entered wrongly.

[REDACTED]

Hiya

Yeah I check that regularly but it does not end up there. I keep getting emails about reference number for payment, but I can see on my bank statement that the money has been withdrawn from my account. That is why I do not understand why I still keep getting those emails and not an email with the license or activation code.

Thanks for your reply schmidthouse

[schmidthouse]

You're welcome 

[REDACTED]

Hi,

Sorry to hear about this issue. Logging into your Avast account *should* let you activate the subscription without and activation code. If that does not work, your only option is to submit a ticket to support. It sounds like you need two things. First, the activation code for your subscription. Second, a refund for the extra activation code you do not need. I hope a speedy solution finds a way to your system.

Brad

[schmidthouse]

Hi,

Sorry to hear about this issue. Logging into your Avast account *should* let you activate the subscription without and activation code. If that does not work, your only option is to submit a ticket to support. It sounds like you need two things. First, the activation code for your subscription. Second, a refund for the extra activation code you do not need. I hope a speedy solution finds a way to your system.

Brad

Thanks Brad.
@ Gitte2
Here you go. 

Contact Avast support: 
https://support.avast.com > Submit a Support Ticket

[REDACTED]

I have the exact same issue and although I trust Avast and have used their product and recommended their product over the years I am sceptical as after calling them they want to remote access my PC. I receive all other emails from them, just not the ones with the activation codes. Worrying ... https://forum.avast.com/Smileys/default/sad.gif

[Asyn]

Submit a ticket: https://support.avast.com/Tickets/Submit

[REDACTED]

I think a malware time bomb went off over the weekend.  Normal scan didn't identify any problem and ironically the DNS unlocker malware has prevented me from even paying for the Avast Cleanup program.   How insidious is that!  I took my search for a solution to another vendor and there was a problem with getting a functioning license for their spyware cleanup program(  it did manage to send a transaction to my credit card though which I will be disputing with the bank).  The only thing in common is Digital River which I suppose handles the backend workings and may have been hacked itself.  I'm not sure what try next.   I have manually tried to eliminate the infection but it keeps coming back.  Anyone have a suggestion?

[schmidthouse]

I think a malware time bomb went off over the weekend.  Normal scan didn't identify any problem and ironically the DNS unlocker malware has prevented me from even paying for the Avast Cleanup program.   How insidious is that!  I took my search for a solution to another vendor and there was a problem with getting a functioning license for their spyware cleanup program(  it did manage to send a transaction to my credit card though which I will be disputing with the bank).  The only thing in common is Digital River which I suppose handles the backend workings and may have been hacked itself.  I'm not sure what try next.   I have manually tried to eliminate the infection but it keeps coming back.  Anyone have a suggestion?

If you think you've been infected then I suggest you let one of our qualified malware removers have a look see.
Review and follow the instructions here: https://forum.avast.com/index.php?topic=53253.0