Secure line vpn server has refused licence file

[REDACTED]

Hello,
I renewed my VPN licence second time few weeks ago, it was working ok for 5 days, then it stopped connecting to VPN servers and when I click "VPN On" button it replyes "Sorry, secure line vpn server has refused your licence file". My VPN licence is shown as "active" till september 2019. I wrote to support service week ago (support request No. 07214830) but nobody replyed to me. Not even a message, that they recieved my request! That kind of ignorance is a bit rude I think... Could you please tell me what is going on and will somebody help me with this issue?

[mchain]

"Sorry, [Avast] Secure Line VPN server has refused your license file": Usually indicates more than one device is using the one-use license file at the same time or is registered at avast as being so.  You'd need to either uninstall the first while online to install the single-use license at the second device also while online, or buy a multi-use device vpn license.

This is assuming you do not have a multi-use license. 

You did not say that you do.

[REDACTED]

It is impossible. I use only one device on windows (I have only one windows device) and I recieved new licence key by email, downloaded it and did not share it with anyone... What should should you recommend in this case?

[mchain]

Are you using Avast Internet Security or Premier?

Suggest having a look at this:  https://support.avast.com/en-us/article/SecureLine-VPN-FAQ

At the very bottom of the page is a contact avast button if required.  If you fill out a ticket please be patient as more than one ticket will put you at the back of the end of the line.  Usually takes 5-7 days for a response. 

If you do not get a response by then please put your ticket number here.  We will contact an avast team member for you.

[REDACTED]

I`m using Avast Internet Security. ok, thanks, I`ll follow your advice and will inform you upon results

[mchain]

NP.

It is possible you've got both Avast VPN standalone app installed along with the VPN feature that is installed in AIS.  Running both programs, if both are installed, at the same time will result in conflict and a license refusal.

Again, note nothing said about that possibility. 

We are not in front of your system so we cannot see what is on it and running.

[Ricardo in Vienna]

I have the precise same issue:

. single user license on a Win 10 notebook
- not using SecureLine VPN on any other machine
. acquired new license and installed it
. the day the old license ran out, all VPN servers began refusing connection
. all licenses (Internet Security & SecureLine VPN) are listed under "my licenses" and are active
. standalone VPN not installed
. no other VPN services installed
. Opened customer service ticket: no response
. posted to Avast on Twitter: no reaction
. posted to Avast on Facebook: no reaction

This is now my last attempt before cutting my losses of €40 and signing on to a service which has a functioning customer help desk for paying customers.

Cheers.

[Asyn]

. standalone VPN not installed

Install it and try again.