Ticket System Not working and Need Refund

[REDACTED]

I canceled both of my Avast subscriptions a month ago, but was still charged. I no longer need Avast. It is not compatible with my new system which comes with a built in anti-virus. On December 15th my PayPal account received two charges from digital rivers for Avast. Invoice 36032563100 for $53.49 and invoice 36032562700 for $42.79. Both charges were made towards avast subscriptions which were canceled after I received the courtesy renewal email on December 2nd at which time I canceled the subscriptions using the directions in the email. Even though I canceled using the instructions given and the avast website told it that the subscriptions were canceled, I was still charged.

I tried using the ticketing system listed on the Avast refund policy to request a refund, but clicking the submit button does not do anything. I tried clearing my cookies. I tried Chrome. I tried Firefox. I even tried turning off my popup blocker.

[Asyn]

Hi, I reported it for you.

[moroni]

Re: Ticketing system: We are working on it.

I canceled both of my Avast subscriptions a month ago, but was still charged. I no longer need Avast. It is not compatible with my new system which comes with a built in anti-virus. On December 15th my PayPal account received two charges from digital rivers for Avast. Invoice 36032563100 for $53.49 and invoice 36032562700 for $42.79. Both charges were made towards avast subscriptions which were canceled after I received the courtesy renewal email on December 2nd at which time I canceled the subscriptions using the directions in the email. Even though I canceled using the instructions given and the avast website told it that the subscriptions were canceled, I was still charged.

Hi,

As of today both subscriptions are still active, including their auto renewal. Could you please post a screenshot of the website that shows them as cancelled?
I will be issuing the refund in the meantime.

[Asyn]

Re: Ticketing system: We are working on it.

Thanks Moroni, good to know. Cheers.

[Eddy]

It is not compatible with my new system which comes with a built in anti-virus

You should remove the (pre-)installed av if you want to use another (e.g. avast)

Did you disable the automatic payment in your Paypal account ?

[REDACTED]

Hi,

As of today both subscriptions are still active, including their auto renewal. Could you please post a screenshot of the website that shows them as cancelled?
I will be issuing the refund in the meantime.

Fist I went to: avast.com/find-order
Second, I entered in my order ID and password to login, then I clicked the "manage subscription" button.
Lastly, I clicked "cancel" and the screen displayed the message "Subscription Status - Cancelled".

I would include a screenshot, but I do see a way to add an attachment to this message.

[Eddy]

Look better at what is on your screen when you post.
Underneath the box where you type your message is " Attachments and other options"

[REDACTED]

You should remove the (pre-)installed av if you want to use another (e.g. avast)

As I said in a previous thread back in June, Avast freezes my computer every time it scans, every Wednesday night at 2AM without fail. When I upgraded to windows 10 and saw the built in anti virus, I was very happy. I am very happy with the built in anti virus because it does not freeze my computer. I will be sticking with the built in anti virus which runs smoothly without freezing my computer. So no, I will not be removing the built in anti virus for something that freezes my computer.

Did you disable the automatic payment in your Paypal account ?

Neither the email nor the website told me to do anything in PayPal. I did however try to mark the payment in PayPal as unauthorized. PayPal said that I did not have enough criteria though to mark the payment as unauthorized. They did however remove permission from digital rivers from making further charges to my account. Now I am just trying to figure out how to get a refund for this subscription which was canceled, which the avast website does show as canceled.

[REDACTED]

Look better at what is on your screen when you post.
Underneath the box where you type your message is " Attachments and other options"

Thank you.

[Eddy]

Did you also disable the automatic payment in your Paypal account ?

[moroni]

cdodds, thank you for the screenshot.
The interesting part is that the subscriptions you got charged for are Internet Security and Cleanup, whereas in the screenshot I can see that a subscription for Avast Pro Antivirus was cancelled.
I see that the charges are registered under a different email address than the one you have registered the cancelled subscription (n______0@gmail.com vs @xxxxx.edu).
It seems that the second subscription was registered by somebody else on your behalf, registering a different email address, thus you didn't receive the relevant emails regarding the specific subscription that was renewed and only cancelled the one under your email address.
Nevertheless, the refund is already on its way

Did you also disable the automatic payment in your Paypal account ?

Eddy, that should not be relevant.

[moroni]

Re: Ticketing system: We are working on it.

Thanks Moroni, good to know. Cheers.

For the records, the ticketing system is up and running again!

[DavidR]

Re: Ticketing system: We are working on it.

Thanks Moroni, good to know. Cheers.

For the records, the ticketing system is up and running again!

Thanks for that, it should help cut the number of topics with a problem using it.