Author Topic: [Resolved] License problem  (Read 3608 times)

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[Resolved] License problem
« on: April 01, 2016, 08:10:12 PM »
I've received an email notifying me that my subscription has been auto renewed. No license attached. Received license for Avast IS which was already paid for after jumping through phone hoops. License doesn't work after inserting. Told to write a ticket, which I did. Is that it?

How hard is it to send me the correct license for the product I purchased?

Loyal Avast user for years now...any help would be appreciated.

« Last Edit: April 06, 2016, 06:22:07 PM by tamburaman2004 »

Offline Eddy

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Re: License problem
« Reply #1 on: April 01, 2016, 08:21:17 PM »
Does the email say it was renewed or does it say about to be renewed ?

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Re: License problem
« Reply #2 on: April 01, 2016, 08:27:08 PM »
It says, "AVAST- Your Subscription Has Successfully Renewed"

Order ID: 14913437000

PRICE CHARGED:

Next expiration date: March 11, 2017

The license I got wouldn't change the date when I inserted it (Which I have done manually for 4 years previously.)
I have some backup protection for now but am considering switching. The forums are my reason for continuing with AVAST...

Lot of knowledgeable people here. 

« Last Edit: April 01, 2016, 09:09:04 PM by tamburaman2004 »

Online DavidR

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Re: License problem
« Reply #3 on: April 01, 2016, 09:15:12 PM »
Two suggestions:

1. Check the my.avast.com account and look at the License information there if the date has simply been extended or if a new license has been assigned.

2. Try the Resend avast License https://www.avast.com/resend-license-paid.php, 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. See if that is the same or a new one.
Windows 10 Home 64bit/ Acer Aspire F15/ Intel Core i5 7200U 2.5GHz, 8GB DDR4 memory, 256GB SSD, 1TB HDD/ avast! free 24.1.6099 (build 24.1.8821.762) UI 1.0.796/ Firefox, uBlock Origin, uMatrix/ MailWasher Pro/ Avast! Mobile Security

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Re: License problem
« Reply #4 on: April 01, 2016, 09:43:50 PM »
1. Your Avast Internet Security license has expired    Renew your license
    You have licenses available to use                           Choose license

This is what I see in my avast.com
The license was purchased March 1 and the email said, "Your avast software will update your license automatically, so no further action is required"

This was obviously not the case as my.avast.com is showing I have to "renew your license"
When I click "choose license" it says it is expired (20 hours ago)

2.Dear customer,

we are sorry, but our records show no valid purchases with the e-mail address you specified.

Please make sure the information you supplied is correct, and the original purchase was carried out using this email address.

If you purchased your license from an Avast reseller please contact the reseller directly (http://www.avast.com/locate-dealer).

Best regards,

the Avast team

My credit card statement claims it was paid on March 1 2016.
The previous email stated NEXT Expiration date March 11, 2017

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Re: License problem
« Reply #5 on: April 01, 2016, 09:45:16 PM »
When contacted directly they had me write a ticket, which I did.

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Re: License problem
« Reply #6 on: April 01, 2016, 10:14:19 PM »
Attachment 1 of beginning of email

Attachment 2 of ticket

...I guess I should just wait?

Online DavidR

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Re: License problem
« Reply #7 on: April 01, 2016, 10:35:52 PM »
Give it a little time.

In the meantime, what is the ID number of your support ticket ?
And I will try to draw some attention to it.
Windows 10 Home 64bit/ Acer Aspire F15/ Intel Core i5 7200U 2.5GHz, 8GB DDR4 memory, 256GB SSD, 1TB HDD/ avast! free 24.1.6099 (build 24.1.8821.762) UI 1.0.796/ Firefox, uBlock Origin, uMatrix/ MailWasher Pro/ Avast! Mobile Security

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Re: License problem
« Reply #8 on: April 01, 2016, 10:38:34 PM »
261612 I believe...

Thanks for your help DavidR
« Last Edit: April 01, 2016, 10:40:30 PM by tamburaman2004 »

Online DavidR

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Re: License problem
« Reply #9 on: April 01, 2016, 10:53:11 PM »
You're welcome.
Windows 10 Home 64bit/ Acer Aspire F15/ Intel Core i5 7200U 2.5GHz, 8GB DDR4 memory, 256GB SSD, 1TB HDD/ avast! free 24.1.6099 (build 24.1.8821.762) UI 1.0.796/ Firefox, uBlock Origin, uMatrix/ MailWasher Pro/ Avast! Mobile Security

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Re: License problem
« Reply #10 on: April 04, 2016, 07:38:06 PM »
I received a response from my avast support ticket today and was supplied with a new license.

It worked perfectly.

Thank you Eddy and DavidR, and anyone working behind the scenes for your interest in my problem and any help you may have provided in drawing attention to it.

You may mark this topic as closed and thanks again...You guys are awesome!




Online DavidR

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Re: License problem [Resolved]
« Reply #11 on: April 04, 2016, 08:17:06 PM »
You're welcome.

You can use the Modify button in your first post of the topic and add [Resolved] to the topics Subject. As I have done for this post.
Windows 10 Home 64bit/ Acer Aspire F15/ Intel Core i5 7200U 2.5GHz, 8GB DDR4 memory, 256GB SSD, 1TB HDD/ avast! free 24.1.6099 (build 24.1.8821.762) UI 1.0.796/ Firefox, uBlock Origin, uMatrix/ MailWasher Pro/ Avast! Mobile Security