Author Topic: Unable to get in contact with Avast  (Read 3481 times)

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Unable to get in contact with Avast
« on: February 14, 2016, 05:48:13 PM »
Hallo,
I have the following Problem:
I do not use Avast any more. Now I noticed that the fee for an additional year was deducted from my Credit Card. When I checked the email I received, it says :

 "Bedingungen zur automatischen Verlängerung
Indem Sie auf den unteren Button klicken und den Kauf abschließen, ermächtigen Sie Digital River, Ihre erworbene Lizenz automatisch zu verlängern, wobei die Lizenzdauer der Ihrer bestehenden Lizenz entspricht und Sie den aktuellen Verlängerungspreis (zzgl. Steuern) bekomme. Die Zahlung wird über die bei der ursprünglichen Bestellung angegebenen Zahlungsinformationen so lange durchgeführt, bis Sie die automatische Verlängerung beenden"

I never clicked this button, but the Extension of the contract has been mady anyway.

Now I was searching for an email address to communicate with Avast, but there is non. When I tried to log in (I forgot my Password already), it says that the email address is unknown.

This is very upsetting for me since I do not know how I can a) get my Money back and b) cancel the licence so that I don't have the same problem next year again.

Is there anyone who can help me resolve this?

With Kind regards and thanks in advance
Elisabeth Ringhofer

Offline schmidthouse

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Re: Unable to get in contact with Avast
« Reply #1 on: February 14, 2016, 05:57:20 PM »
Can you submit a Support Ticket and request refund and auto renewal disabled.
Contact Avast support:
http://support.avast.com > Scroll down and Submit a Support Ticket

Maybe this will help.

Disabling Automatic Renewal service for Avast orders distributed by Nexway
https://www.avast.com/en-us/faq.php?article=AVKB136#artTitle

Disabling Automatic Renewal service for Avast orders distributed by Digital River
https://www.avast.com/en-us/faq.php?article=AVKB126#artTitle


You can also look at/change the auto-renewal yourself here https://www.avast.com/find-order


Edit: I see the message in German mentions "Digital River"
« Last Edit: February 14, 2016, 06:02:18 PM by schmidthouse »

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Re: Unable to get in contact with Avast
« Reply #2 on: February 14, 2016, 07:07:12 PM »
Thank you for your reply.

I followed your links,
1. in the mail I received there is the order number but no Password, so entered with email address and last 5 digets of Creditcard.
2. the page I opened is a listing with my orders (the last one I did NOT authorize) and no possibility to Change anything, just a list like:

Quote:
Order Search Results     

Order ID   Order Date  Creation Date Status Order Amount

Unquote
I sent, however, a ticket request and hope that I will get a proper reply.

With Kind regards
Elisabeth Ringhofer


Offline bob3160

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Re: Unable to get in contact with Avast
« Reply #3 on: February 14, 2016, 08:28:07 PM »
Thank you for your reply.

I followed your links,
1. in the mail I received there is the order number but no Password, so entered with email address and last 5 digets of Creditcard.
2. the page I opened is a listing with my orders (the last one I did NOT authorize) and no possibility to Change anything, just a list like:

Quote:
Order Search Results     

Order ID   Order Date  Creation Date Status Order Amount

Unquote
I sent, however, a ticket request and hope that I will get a proper reply.

With Kind regards
Elisabeth Ringhofer
Sorry you're having a problem.
Once you receive your Support #, post it here and we'll try to expedite the matter.
Free Security Seminar: https://bit.ly/bobg2023  -  Important: http://www.organdonor.gov/ -- My Web Site: http://bob3160.strikingly.com/ - Win 11 Pro v24H2 64bit, 32 Gig Ram, 1TB SSD, Avast Free 24.4.6112, How to Successfully Install Avast http://goo.gl/VLXdeRepair & Clean Install https://goo.gl/t7aJGq -- My Online Activity https://bit.ly/BobGInternet

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Re: Unable to get in contact with Avast
« Reply #4 on: February 15, 2016, 04:14:20 PM »
Thank you for your reply. Meanwhile I was able to cancel authomatic renewal of licence.


Best regards
Elisabeth

Offline bob3160

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Re: Unable to get in contact with Avast
« Reply #5 on: February 15, 2016, 04:15:54 PM »
Thank you for your reply. Meanwhile I was able to cancel authomatic renewal of licence.


Best regards
Elisabeth
Your welcome. If you need any other assistance, it's only a post away. :)
Free Security Seminar: https://bit.ly/bobg2023  -  Important: http://www.organdonor.gov/ -- My Web Site: http://bob3160.strikingly.com/ - Win 11 Pro v24H2 64bit, 32 Gig Ram, 1TB SSD, Avast Free 24.4.6112, How to Successfully Install Avast http://goo.gl/VLXdeRepair & Clean Install https://goo.gl/t7aJGq -- My Online Activity https://bit.ly/BobGInternet

Offline schmidthouse

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Re: Unable to get in contact with Avast
« Reply #6 on: February 15, 2016, 06:20:47 PM »
Thank you for your reply. Meanwhile I was able to cancel authomatic renewal of licence.


Best regards
Elisabeth

You are welcome Elisabeth, glad you were able to cancel the auto renewal. :)

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Re: Unable to get in contact with Avast
« Reply #7 on: February 16, 2016, 12:07:41 AM »
by the way,u have similar problem,3 days ago,i bought accidantly anti virus for windows and i have a mac,never mind,i opened a ticket 3 days ago and know what....nobody even awnswer me(((( somebody can tell me,i will get my money back eventualy? thats my ticket number:189709

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Re: Unable to get in contact with Avast
« Reply #8 on: February 16, 2016, 12:12:50 AM »
by the way,u have similar problem,3 days ago,i bought accidantly anti virus for windows and i have a mac,never mind,i opened a ticket 3 days ago and know what....nobody even awnswer me(((( somebody can tell me,i will get my money back eventualy? thats my ticket number:189709
Reported to Avast. Please be patient. :)
Free Security Seminar: https://bit.ly/bobg2023  -  Important: http://www.organdonor.gov/ -- My Web Site: http://bob3160.strikingly.com/ - Win 11 Pro v24H2 64bit, 32 Gig Ram, 1TB SSD, Avast Free 24.4.6112, How to Successfully Install Avast http://goo.gl/VLXdeRepair & Clean Install https://goo.gl/t7aJGq -- My Online Activity https://bit.ly/BobGInternet