Avast Pro License Being superseded by Trial Version

system · 2017-05-17T11:02:48.000Z

So recently I noticed my avast pro said my trial run was expiring… this came as a shock to me as my license renewed in April. When I dug around more it seems my avast pro license is registered with my computer but thinks it is a separate one to the one I use… which it is not. So I somehow ended up with a license attached to my computer that avast doesn’t recognise anymore and a trial on my computer that seems to supersede the license. I filed a help ticket and all they have told me to do is to uninstall avast using their uninstaller, re-install and then input my license code. I have done this three times and it doesn’t work. It still seems to think upon re-install that I am on my now expired trial version.

Obviously something is wrong but I can’t figure out how to fix it. I would appreciate any help! I don’t know how this happened, I have deleted all devices from my avast account so that none are registered but when I check my licenses it still says my license is connected to one device even though no devices show in the device page. This is really frustrating. I just want to use my license and it won’t let me.

Asyn · 2017-05-17T12:14:03.000Z

Which version of Avast Pro…?
OS…? (32/64 Bit…? - which SP/Build…?)
Other security related software installed…?
Which AV(s) did you use before Avast…?

Eddy · 2017-05-17T12:16:57.000Z

Did you use avastclear ?

system · 2017-05-17T12:36:50.000Z

Avast Pro 17.4.2294
OS Windows 7 Home Premium 64bit
No other security software installed.

Yes I used Avast clear, three times with no difference. Every time I re-install it just goes back to saying my trial has run out even when I haven’t logged in and all previous data should have been removed so there should be no way it can even tell I had a trial previously even though I have always had paid.

I have had Avast on this computer since I bought it in 2011. Granted it’s old and I’m saving for a new one but I’ve never had issues with Avast before. Previously I have used the free version and then about two or three years ago upgraded to paid. Never had any issues until now.

mchain · 2017-05-17T19:28:00.000Z

Hi missjmelville,

Seeing that you were somehow on a trial version seems amiss somehow, especially as you have a new valid license.

Do you have a single or multiple version license?

Could be that the old/new license is already registered in your my[.]avast[.]com account. Use settings to remove the old/incorrect entry and reboot.

system · 2017-05-18T08:35:11.000Z

I have a single license one year for one computer. I’m unsure what you mean about going into settings… I have deleted all devices from my avast account but my license page still says there is one device linked to the license. I’m assuming this is why I cannot use it because it thinks it’s still linked to a different device. However I have had the same computer for years now, I have no idea how it decided I’d had two devices originally thus giving me access only to the trial version. I have used the avast clean uninstaller multiple times and still it won’t work. I don’t know how else to unlink my license from my device so that I can relink it and actually use it.

Asyn · 2017-05-18T11:34:45.000Z

Contact support: https://support.avast.com/support/tickets/new

system · 2017-05-18T11:53:59.000Z

I have. All they’ve told me is to use the avast clean uninstaller, re-install. Rinse and repeat. Make sure I’m not logged in. Remove devices. I’ve done everything they’ve suggested so far, it’s been over a week. I assumed someone here might be of more help.

Asyn · 2017-05-18T12:07:36.000Z

Licensing gets reworked, see: https://forum.avast.com/index.php?topic=198923.0
Might be worth posting/asking there. Good luck.

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