cannot switch to the Premium Security subscription in the app

[Alexander177]

I have the subscription (in the trial month), everything is installed, it is displayed in the app but I cannot switch to the Premium Security subscription in the app. It always says: An unexpected error has occurred.

(Unfortunately, starting the chat in the Avast support area to ask my question doesn't work either.)

[DavidR]

As an Avast free user I don't have any personal experience of this - but it isn't clear exactly how you are trying to do this.  AvastUI > Menu > Settings > My Subscriptions.

If you have purchased Avast Premium you should have received an email with your Activation Code.  Are you trying to enter it there ?

[Alexander177]

When I entered the activation code I always got the message "no connection to the internet". Then I saw that the premium subscription appeared in my Avast app, but when I click on "change subscription" I always get the message "unexpected error"!

[DavidR]

When I entered the activation code I always got the message "no connection to the internet". Then I saw that the premium subscription appeared in my Avast app, but when I click on "change subscription" I always get the message "unexpected error"!

You say "Then I saw that the premium subscription appeared in my Avast app,".
Is that the same as your activation code (you should have received that in the email from avast)  ?
If it is why would you want to change or re-enter it ?

What happens if you use the Go To Account option ?

[Alexander177]

Yes exacly the same.
And I cannot change to it.

If I use go to Account the webside opens leading to my Account. But it says there are "no devices connected."

[Alexander177]

I have deactivated the subscription in the app. I am trying to reactivate it with the activation code. Now it always says: "Please connect to the Internet!" 

[DavidR]

I have deactivated the subscription in the app. I am trying to reactivate it with the activation code. Now it always says: "Please connect to the Internet!" 

I'm sorry, I'm completely lost as to where you are and what you are seeing.  I don't even know what program version you have installed.

Posting images of what you are doing and where would help. 
I don't know why you would have deactivated the subscription or even what subscription it was.

As an avast Free user it isn't clear to me what you have done (having never gone through this experience).  If you have deactivated the 30 day free trial of Avast Premium, I doubt you would be able to reactivate that. As far as I'm aware you can only use the Avast Premium free trial once.

Or have you purchased Avast Premium ?
In which case you should have received an email with that subscription/license number.
Surely if you open your Avast Account - https://account.avast.com/#/ - there should be a Manage Subscriptions option and there could be no issue of your not being connected to the internet.

[Alexander177]

I had completed, installed and activated the trial subscription for AVAST Secure Line VPN and then selected and installed a trial subscription for Avast Premium Security.
The activation code was THE SAME for both programs!

AVAST VPN was shown on my account on the AVAST website as "activated on ONE device".

I had difficulty installing Avast Premium Security. It was shown on the website but never shown as "activated on ONE device".
However, in the APP, AVAST Free Antivirus (active) is shown and under "Other available subscriptions" Avast Premium Security is shown. When I want to switch to this subscription, it says "An unexpected error has occurred"!

[DavidR]

I had completed, installed and activated the trial subscription for AVAST Secure Line VPN and then selected and installed a trial subscription for Avast Premium Security.
The activation code was THE SAME for both programs!

AVAST VPN was shown on my account on the AVAST website as "activated on ONE device".

I had difficulty installing Avast Premium Security. It was shown on the website but never shown as "activated on ONE device".
However, in the APP, AVAST Free Antivirus (active) is shown and under "Other available subscriptions" Avast Premium Security is shown. When I want to switch to this subscription, it says "An unexpected error has occurred"!

I don't know why the trial version for both Avast VPN and Avast Premium would have the same activation code for different paid products (albeit in trial mode). 

If you also had Avast Free installed prior to installing the trial version of Avast Premium, that could have caused a conflict (but I'm not clear what you did in this regard).  This may be the cause of the difficulty of installing the Avast Premium trial.  I think you need to be clear what it is that you want to do, if it is install Avast Premium trial it would be best to do a clean removal of Avast Free prior to installing Avast Premium

But I really need to be clear on exactly what it is that you are trying to do in order to try and help any further.

[Alexander177]

I also don't know why the trial version of Avast VPN and Avast Premium have the same activation code - but they do!

Before installing the trial version of Avast Premium, I always had Avast Free installed. And the App offers the option to switch to the other subscription for a reason, so that shouldn't be a problem, should it!?

Should I uninstall everything and install Avast Premium?

[DavidR]

Well I'm still not clear on exactly what you did right from the start of this topic Avast Premium and Avast Secureline VPN are completely different products.

Avast Premium Security does not include VPN access—that requires a separate subscription or a different Avast suite.

That is why they won't have the same activation code - That said I don't know if in taking out a trial there might have a trial subscription (but I find it strange if that were the case). Never having tried either I can't speak from personal experience.

Provided you haven't set up an automatic payment mandate to kick in at the end of the trial (when it would/convert convert to the full product) you should be good to uninstall both products and install Avast Free or the Paid version of Avast Premium (having made the payment and received your activation code).

[Alexander177]

Thx so far.

AVAST VPN uninstalled.
Switching from AVAST Free to AVAST Premium doesn't work, when entering the code it says: There is no connection to the Internet. o_O

[DavidR]

Thx so far.

AVAST VPN uninstalled.
Switching from AVAST Free to AVAST Premium doesn't work, when entering the code it says: There is no connection to the Internet. o_O

Yes, best not to over complicate things with two trial products.
Re "There is no connection to the Internet."  Have you restarted your system since uninstalling the Avast VPN trial (I don't know if this could have an impact)?
If not, I would suggest you do so, so that all remnants of the Avast VPN trial product are removed.

However, I don't know when you first started using the trial version of Avast Premium, it is limited (and you can only use the trial once not multiple times) ?
Also with the issue of you reporting that both trial programs using the same trial license number, that could also be an issue.