Author Topic: Problems with renewal information, $ and email wrong  (Read 1953 times)

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Problems with renewal information, $ and email wrong
« on: May 21, 2015, 04:09:57 AM »
We have Avast Internet Security which is due to renew 6/24/2015. Received an automatic renewal notice on May 1st, the amount reads: "$69.99, $134.99, -93% Loyalty Discount, Total Price $134.99". That amount threw me, currently on 2 year home renewal of the devices. I decided to double check amount so I clicked on Avast customer portal link using the password provided. The only amount I could find was my previous renewal amount of $74.99 and learned that I needed to update the credit card info. Since I was nervous, not knowing or feeling comfortable with what amount I would actually be charged, I decided to do more research.

I checked account and subscription information via Avast on my computer. This is when a new issue revealed itself. The email on my Avast program was different than that provided in portal emails. I had closed down the portal page and browser to go have dinner, upon returning I could not sign in, no matter what email address or password (mine or the one provided by Avast) I tried. I got the password changed using the original and only email address used for my Avast software.

Now my concerns are what price will I be charged? Why does the renewal notification have a different email (I did verify that the other email address was not connected to an Avast account when I changed the password)? And how can I be sure that things will be credited correctly? As it stands right now I have not made any changes, including updating credit card info, until I have a clearer picture.

One last question (for now ;)); how do I change the account to yearly renewal instead of two years?

Thanks in advance for your help!

Offline bob3160

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Re: Problems with renewal information, $ and email wrong
« Reply #1 on: May 21, 2015, 11:51:38 PM »
May I suggest that you contact Avast Support directly through the following and explain your concerns:
https://support.avast.com/Tickets/Submit/RenderForm/27/&cls02&ptf01&lic01&scr06
Choose your language and submit your problem directly to Avast.
Once you've received a ticket Number, you may post it here and I'll try to expedite the matter.
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Offline MartinZ

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Re: Problems with renewal information, $ and email wrong
« Reply #2 on: May 22, 2015, 05:30:34 PM »
Hi Dawn,

I tried to find your subscription, but found just some old ones. Could you please send me a PM with the expiring order number?

Regards,
Martin

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Re: Problems with renewal information, $ and email wrong
« Reply #3 on: January 22, 2016, 02:24:20 PM »
I have a similar problem.  I want to get into the customer portal to sort out my payment details but I can't get in.  I have no password and when I ask for a 'reminder' it says it doesn't recognise my email address, although I've only ever used one email address with Avast which is the one used to communicate with me about my licence.  I have checked the renewal email sent to me and can find no evidence of any password.  The advice on the site on accessing the portal has no mention of where the password you require comes from. 

I am getting very unsure about continuing to deal with this company and would like some reassurance - and a password - very urgently. Thank you to whoever can help!