Author Topic: My paid VPN is not working!!!  (Read 3509 times)

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Offline gavi.marquez

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My paid VPN is not working!!!
« on: May 31, 2022, 09:50:29 AM »
I purchased Avast secureline VPN on May 18th (order ID: 1325821994439) and it used to work more less fine but now is telling me that my product is expired when I paid for a one year license!
Also, your product does not work with other streaming services like HBO Max, Disney+, etc. and even some local websites. Honestly, other VPN services do a much better job for a way cheaper price.
I'm really not satisfied with the product and that you steal my money like that, if someone from Avast does not contact me to resolve this I'm really considering about taking legal action.

Offline r@vast

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Re: My paid VPN is not working!!!
« Reply #1 on: May 31, 2022, 11:20:05 AM »
Hi,

Since you have a paid subscription I would suggest that you contact Avast Support via https://support.avast.com/contact/paid

Offline gavi.marquez

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Re: My paid VPN is not working!!!
« Reply #2 on: May 31, 2022, 04:34:53 PM »
Thanks but I did that already. I keep getting automatic responses and links to articles which are not helpful at all. Also, it's impossible to contact you by phone or email.
I would like to speak with a real person!!!

Offline Asyn

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Re: My paid VPN is not working!!!
« Reply #3 on: May 31, 2022, 04:38:16 PM »
Did you buy from Avast directly or from a reseller..?
W8.1 [x64] - Avast PremSec 22.7.7366.BC [UI.713] - Firefox ESR 91.11 [NS/uBO/PB] - Thunderbird 91.11
Avast-Tools: Secure Browser 103.0 - Cleanup 22.2 - SecureLine 5.18 - DriverUpdater 22.2 - CCleaner 6.01
Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523.0

Offline gavi.marquez

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Re: My paid VPN is not working!!!
« Reply #4 on: May 31, 2022, 05:00:30 PM »
I bought it from the Avast website

Offline Asyn

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Re: My paid VPN is not working!!!
« Reply #5 on: May 31, 2022, 05:10:40 PM »
- Which version/build of SecureLine..?
- OS..? (32/64 Bit..? - which SP/Build..?)
- Other security related software installed..?
- In which country are you located..?
W8.1 [x64] - Avast PremSec 22.7.7366.BC [UI.713] - Firefox ESR 91.11 [NS/uBO/PB] - Thunderbird 91.11
Avast-Tools: Secure Browser 103.0 - Cleanup 22.2 - SecureLine 5.18 - DriverUpdater 22.2 - CCleaner 6.01
Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523.0

Offline gavi.marquez

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Re: My paid VPN is not working!!!
« Reply #6 on: June 01, 2022, 10:45:06 AM »
Thank you, I really appreciate your help! But at this point I'm just really frustrated and I only want my money back.
Can someone please from customer support contact me directly to my email??
I'm using this forum as last resource because it's been impossible to get in touch with someone to solve my case. 
« Last Edit: June 02, 2022, 01:03:29 PM by gavi.marquez »

Offline Asyn

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Re: My paid VPN is not working!!!
« Reply #7 on: June 01, 2022, 10:51:39 AM »
W8.1 [x64] - Avast PremSec 22.7.7366.BC [UI.713] - Firefox ESR 91.11 [NS/uBO/PB] - Thunderbird 91.11
Avast-Tools: Secure Browser 103.0 - Cleanup 22.2 - SecureLine 5.18 - DriverUpdater 22.2 - CCleaner 6.01
Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523.0

Offline r@vast

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Re: My paid VPN is not working!!!
« Reply #8 on: June 01, 2022, 11:29:17 AM »
Thanks but I did that already. I keep getting automatic responses and links to articles which are not helpful at all. Also, it's impossible to contact you by phone or email.
I would like to speak with a real person!!!

Hi,

If you went to this website https://support.avast.com/contact/paid, all you have to do is select the platform (e.g. Windows), select the application (Avast SecureLine VPN) and click Next. It would take you to this page (https://support.avast.com/en-ww/contact/paid_pc_avast-secureline-VPN), where you can chat with a live person or send an email.

Offline DavidR

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Re: My paid VPN is not working!!!
« Reply #9 on: June 01, 2022, 12:31:23 PM »
Thank you, I really appreciate your help! But at this point I'm just really frustrated and I only want my money back.
Can someone please from customer support contact me directly to my email (****************)??
I'm using this forum as last resource because it's been impossible to get in touch with someone to solve my case. 

Now you have had a response by r@vast (Avast Team member).

I suggest that you edit your post and remove your email on a publicly available forum or it could be harvested.
Windows 10 Home 64bit/ Acer Aspire F15/ Intel Core i5 7200U 2.5GHz, 8GB DDR4 memory, 256GB SSD, 1TB HDD/ avast! free 22.9.6034 (build 22.9.7554.734) UI 1.0.728/ Firefox, uBlock Origin, uMatrix/ MailWasher Pro/ Avast! Mobile Security

Offline gavi.marquez

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Re: My paid VPN is not working!!!
« Reply #10 on: June 02, 2022, 11:59:57 AM »
Appreciate your help but I don't consider that as a response from an Avast team member. I haven't received an email from anyone in customer support.

As I said before, I already used the chat and they only sent me these automatic responses with exactly the same links as you did. Then I tried to contact you by email to support@avast.com and it's been almost a week without a response. The worst part was when I tried to call, long time waiting and some of the phone numbers online are not even from the right company.

I'm sorry but your customer service is really disappointing. I tried this forum as last means to contact someone from Avast but if that does not work then I will just proceed with legal action.

Offline DavidR

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Re: My paid VPN is not working!!!
« Reply #11 on: June 02, 2022, 12:32:26 PM »
My main point was to have you edit your post and remove your email address from a public forum where it could be harvested and used by spammers/scammers, etc.  Its still there.

You aren't trying to contact me, as I'm an Avast user not an Avast Team member.

Did you use the link given by Asyn to request a refund ?
You're welcome.

-> https://support.avast.com/en-ww/article/Refund-request
Windows 10 Home 64bit/ Acer Aspire F15/ Intel Core i5 7200U 2.5GHz, 8GB DDR4 memory, 256GB SSD, 1TB HDD/ avast! free 22.9.6034 (build 22.9.7554.734) UI 1.0.728/ Firefox, uBlock Origin, uMatrix/ MailWasher Pro/ Avast! Mobile Security

Offline r@vast

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Re: My paid VPN is not working!!!
« Reply #12 on: June 02, 2022, 03:00:47 PM »
Appreciate your help but I don't consider that as a response from an Avast team member. I haven't received an email from anyone in customer support.

As I said before, I already used the chat and they only sent me these automatic responses with exactly the same links as you did. Then I tried to contact you by email to support@avast.com and it's been almost a week without a response. The worst part was when I tried to call, long time waiting and some of the phone numbers online are not even from the right company.

I'm sorry but your customer service is really disappointing. I tried this forum as last means to contact someone from Avast but if that does not work then I will just proceed with legal action.

Hi,

Contacting Avast support is generally an easy process if you make use of the links we have provided. When using the chat option, you will be connected to a live person, hence there should not be any automatic responses. Using the same links you can also send us an email if you wish. The email address you used support @avast.com is not used for contacting Avast support, hence you have not received any reply.
Could you please attach a screenshot of what you see when you try the links (https://support.avast.com/en-ww/contact/paid_pc_avast-secureline-VPN
 ; https://support.avast.com/en-us/contact/sales_refund_general? Please see this article on how to generate a screenshot. https://support.avast.com/article/Create-screenshot

Offline maliska7.mb

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Re: My paid VPN is not working!!!
« Reply #13 on: September 18, 2022, 06:02:42 PM »
I paid for the VPN and the payment went through, but the website said my card was declined. Then digital river also took the same amount of money out of my account!! Now I am out double the amount I was told to pay and I have no vpn. I want my money back.

Offline r@vast

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Re: My paid VPN is not working!!!
« Reply #14 on: September 19, 2022, 11:01:02 AM »
I paid for the VPN and the payment went through, but the website said my card was declined. Then digital river also took the same amount of money out of my account!! Now I am out double the amount I was told to pay and I have no vpn. I want my money back.

Hi,

Please reach out to Avast Sales support via https://support.avast.com/en-ww/contact/sales_other_general