Avast welcomed my repeat subscription, then tells me I'm not covered!!!!!

system · 2015-07-05T07:48:23.000Z

About a fortnight ago, Avast informed me by email that unless I notified them, they would renew my paid-for version of Avast, (£34.99 I think). I did nothing then a couple of days ago, a second email informed me I had subscribed for a further year. This was satisfactory.

Yesterday on start-up, a pop-up told me I was not covered as my subscription had expired. I had saved the earlier email via screen shot and sent it to them, requesting an explanation. A further email thanked me for my communication and that it would be dealt with.

Today, that pop-up returned telling me “I was not covered”.

I would like to think this will be resolved quickly. It gives no peace of mind to find such confusion.

essexboy · 2015-07-05T10:13:44.000Z

Did you insert the licence that came with the e-mail ?

https://www.avast.com/en-gb/resend-license-paid.php

system · 2015-07-05T11:16:59.000Z

No I didn’t and am of the opinion I didn’t get one. Once the subscription paid email came, I thought that was it. So I have used your link to request the licence number again and meanwhile will go and double check. be back soon.

essexboy · 2015-07-05T11:18:00.000Z

Let me know if it did or did not, if it didn’t I will ask the mods to look into it

system · 2015-07-05T11:21:24.000Z

Thanks for keeping an eye on me.

This is a copy of a section of the email:-

[b][i]Your Avast subscription was successfully renewed

Dear *****,

Thank you for renewing your subscription.Your protection will remain active.

Your Avast software will update automatically. No further action is required.[/i][/b]

and Avasts license details have come through, but won’t follow that through till you’ve thought about it thus far.

essexboy · 2015-07-05T11:37:27.000Z

Hmm that is a new type of e-mail, and there was no attachment with it

Have you now got a new licence file and is Avast reporting all OK

system · 2015-07-05T11:39:27.000Z

Just read your latest but dinner is ready, bbs.

OK, so I have delved into area’s that I am unfamiliar with and am afraid to copy because I might change something and have read it will invalidate if I do, hence reluctance. But have copied this, which tells me everything is in order. Yes there was an attachment but couldn’t make much sense of it. But look at this please:-

Order Details

Order Number: 2******4
Purchased on: 21/06/2015
Status: Completed
Price: £34.99

Download the Invoice

Products in Your Order
Product Name Expiration Date Auto-Renewal
Avast Internet Security - Subscription
Avast Internet Security - Subscription,
1 PC , 1 Year
Download Installation file
04/07/2016 Enabled

do you feel that it is ok? I have to say I will remember this for next year and think twice before renewing.

Ideally a simple payment with an acceptance email should be sufficient I’d have thought, without worrying pop-up’s saying I am not insured.

system · 2015-07-05T16:40:55.000Z

Essexboy, have you been able to give any further thought to my concern and the way avast has sent me messages stating I am not covered, yet they themselves say I am.

Eddy · 2015-07-05T16:49:28.000Z

Have you downloaded and tried to use the license file ?

system · 2015-07-05T17:11:08.000Z

No, I am finding it all too complicated and am afraid to do anything like that. All I want is to insure which I have done, without any complicated procedures. I’m not afraid because of age (almost 80) but because currently things are not going as well as I would like.

Eddy · 2015-07-05T17:17:19.000Z

It is not complicated at all.
https://www.avast.com/en-gb/resend-license-paid.php
Download the license file.

Double click on the file.

system · 2015-07-06T07:19:22.000Z

New day, progress of a sort of which I am far from happy about.

No 1, in the email from avast is an attachment which I cannot open, using IE or FF.

I have now installed the avast free anti-virus.

WHY? simply because an email states my subscription has been continued and yet pop-up’s tell me I am not covered.

A further email from avast tells me they will investigate within a few days. So rather than run the risk, I have used the free version. If avast need my £34.99 so badly that they then make if difficult for me to proceed, then they can keep the money, but with it goes my future investment with this company.

What is needed, is an understanding that not everyone is up to following procedure such as they would wish.

If Avast want people to take advantage of what they offer, they should make it as easy for the customer as it is for them to take our money. I note they take the money before they ensure you are covered.

If they said " we will only take your money once the procedure has been followed" then that would be more honest. I feel I have been mislead and as such, feel Avast is not to be trusted by me again.

Eddy · 2015-07-06T08:56:18.000Z

You don’t need to open the attachment, you need to download it.

they should make it as easy for the customer

It really is easy.

bob3160 · 2015-07-06T12:13:43.000Z

kingfisher171 post:12:

New day, progress of a sort of which I am far from happy about.

No 1, in the email from avast is an attachment which I cannot open, using IE or FF.

I have now installed the avast free anti-virus.

WHY? simply because an email states my subscription has been continued and yet pop-up’s tell me I am not covered.

A further email from avast tells me they will investigate within a few days. So rather than run the risk, I have used the free version. If avast need my £34.99 so badly that they then make if difficult for me to proceed, then they can keep the money, but with it goes my future investment with this company.

What is needed, is an understanding that not everyone is up to following procedure such as they would wish.

If Avast want people to take advantage of what they offer, they should make it as easy for the customer as it is for them to take our money. I note they take the money before they ensure you are covered.

If they said " we will only take your money once the procedure has been followed" then that would be more honest. I feel I have been mislead and as such, feel Avast is not to be trusted by me again.

Install your Paid product.

Simply right click on the attached file and select ‘save as’ that get’s you a menu and you can save the file.
Once the file has been saved, open the folder were the file was saved and double click that file.
That will register your paid Avast product.
You can follow a video. It may not be for your product but it works the same way:
https://www.youtube.com/watch?v=3BVdFGoFo0s

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