De-activating automatic payments

Avast Free Antivirus / Premium Security
1

I ordered and registered my Avast under an email account that is no longer active, and the company refuses to reactivate it. It appears that Avast/Nexway will only permit changes to my account using that email, however. My email to the Avast/Nexway support portal has either not been answered or the reply was sent to the inactive email address. If this cannot be addressed, I will have no other choice but to block Nexway on my credit card.

2

You need to ask avast to change the email address.
https://support.avast.com (ticket)

3

I did do that on my request but have received no reply.

4

What is the ticket ID and when did you create it ?

5

I should say, I did get an automated reply:

We were unable to find your details in our customer database with the

email used to send this message.

The ticket ID is 2649650-1495338090.

6

That is not a ticket ID.

7

Then I apparently didn’t get one on the automated reply. The header reads ‘Please find below the agent’s reply to your request 2649650-1495338090’

8

No clue where you created the ticket, but that is not from avast.
Ticket ID’s from avast are 6 digits and start with a 8 currently.

You could try this (no clue if it will work though):

  • Add you current email to your avast account
  • Set it as primary mail address
  • Wait a few hours so all changes have taken place
  • Try to disable the automatic renewal
9

This is the body of the email:

On 5/22/17, Customer Service Avast avast_en@nexway.com wrote:

Avast!

Please find below the agent’s reply to your request 2649650-1495338090:

Hello,

thank you for contacting us.

We were unable to find your details in our customer database with the
email used to send this message.

Please provide us one or more of the following:

the email address used to place the order
full name of the person who placed the order/ name on the credit card
the 16 digits of the credit card.
the exact transaction date and amount listed on your statement
if the charge was on Paypal, please provide the invoice ID number

Your order could have been placed with Digital River, a different
reseller of Avast products. If your credit card statement lists Digital
River(DRI) as the merchant, and not Nexway or Avast/Nexway; please
contact them directly at http://info.digitalriver.com/Contact-Us.html or
1-800-598-7450 FREE (952-253-1234 outside of the USA) and they will be
able to assist you.

For more information, please don’t hesitate to contact us again quoting
the details required above.

Best Regards,

Nexway Customer Service
Nexway, Inc. is an authorized distributor of Avast software
Phone: 415.704.7473

10

Well, that is from Nexway not avast.

11

OK, so they are a partner of Avast. Which do I need to speak with to adjust account settings such as subscriptions?

12

See reply #1