Renewal of Avast Internet Security did not extend license term

[Gopher John]

Today I renewed Avast Internet Security by clicking on an Avast popup "Renew Now" which opened the AvastUI and brought up the dialog.  I was offered decent terms for a two year renewal on 3 machines, and unchecked the autorenewal that was prechecked.  The autorenewal would occur a little over 2 years from now.

I wound up with a new subscription starting with today's date and with autorenewal activated, instead.  My.avast.com shows 2 licenses, one with the upcoming 10/06/2016 expiration and one with 9/9/18 expiration and with autorenewal activated.  The financial transaction was handled thru Cleverbridge.

I know that the links have been posted before here, but a search doesn't bring it up.  I would like to submit a ticket to wind up with one license of AIS with 2 years/3 machines with an expiration of 10/06/2018 and also disable the autorenewal.

[Eddy]

How about https://support.avast.com > submit a ticket

[Gopher John]

I'd been there, but I confess to not scrolling down far enough to see the "Submit a ticket".

I've now done so.  My ticket number is 500816.  As long as this is handled before 10/6/2016, I'd be happy.

Thanks, Eddie.  Your post made me take a second look.

[Eddy]

Due to holidays, current handling time for a ticket is 4-5 business days.

[Rednose]

I have send moroni a pm with a link to this topic.

Greetz, Red.

[moroni]

Hi Gopher John,

That's strange. I can see from the log that the license was purchased from another one, although not identified as a renewal, hence the different expiration date.
About the auto-renewal unfortunately I cannot tell, as I only see whether if it was enabled or disabled at the moment of purchase, and in this case it shows that it was enabled.

Nevertheless, I've cancelled the auto renewal and extended your new purchase accordingly. Please use the same license file / activation code to get the extension reflected. Your Avast account should show the changes within few hours.

Moroni

PS: Can I just close the ticket without replying? 

[Gopher John]

Nevertheless, I've cancelled the auto renewal and extended your new purchase accordingly. Please use the same license file / activation code to get the extension reflected. Your Avast account should show the changes within few hours.

Moroni

PS: Can I just close the ticket without replying? 

The my.avast.com account now reflects the October 2018 expiration date and now autorenewal.  Thanks, very much appreciated.  It still does show 2 licenses, so I guess the older one will just expire on it's own on 10/6/2016.

I clicked on the new license in my.avast.com to use the license, but the expiration date in subscription information shows the 9/9/2018 expiration.

Yes, you can close the ticket.

I'll post here if the expiration date doesn't change in the subscription info in the AvastUI.

[Gopher John]

The new license (renewal) expiration date in AvastUI now shows 10/15/2018.  I clicked on "Use license" on this laptop and another.  The expiration date in the subscription info on these two laptops now show 10/15/2018 correctly.  However, on doing the same on the third laptop, the expiration date now shows 9/9/2018.  I don't know what is causing this problem.  All 3 laptops are Win7 Pro SP1 with the latest released version of AIS.

[Eddy]

Just a thought, but have you checked the time/date on that laptop ?

[Gopher John]

System date/time is correct on all 3 laptops; and I just verified them again to be sure.

[Rednose]

What happens when you delete the device from your account, and add it again on https://my.avast.com

Greetz, Red.

[Gopher John]

What happens when you delete the device from your account, and add it again on https://my.avast.com

Greetz, Red.

I haven't tried that yet, maybe tomorrow.  Note that the expiration date with problem is the one in the AvastUI in Avast Settings | Subscription.  I doubt that deleting the device in my.avast.com and adding it again would change that date.

[Gopher John]

Today, I powered up the third laptop, let it run for a while, and then went to the AvastUI.  I entered the my.avast.com interface, and then did exactly what I did the day before; click on "Use license".  This time it worked and now shows expiration of 10/15/2018 as it should.  Chalk one up to persistence.  All laptops now have the correct date when checked on my.avast.com, also.

I'll wait until the old license expires and then request a copy of License.avastlic for the current new subscription.  I like to keep it on hand in case I have to do a clean Avast install.  It should have the correct expiration date, one would think.

Thanks very much, Moroni.  Also thanks to Redman and Eddie for you input.

[Eddy]

Good to hear everything is as it should now.
Have a nice weekend.