I BOUGHT AVAST INTERNET SECURITY AND I DO NOT APPEAR AS A CLIENT OF AVAST

General Topics
1

On October 25th 2016 I bought your product AVAST INTERNET SECURITY for a period of three (3) years.

I have some problems with my portable reported by WINDOWS DEFENDER,which located the problems on all web browsers used in my computer, but your tool didn’t recognize the malware. Therefore I requested your online help, but your answer was that I am not registered as a buyer of any AVAST Solutions.

I am located in Bogota, Colombia, South America and I bought your product on-line in Colombian Pesos. The amount payed was $119.900 tax included, but I didn’t received any invoice. The only thing that I had is a copy of the banking web transaction where they discount the amount indicated and the product that I bought on the date notified at the beginning of this issue.

Please let me know how can I get your support to fix the problem presented in my computer.

I hope your help as soon as you can.

2

Let’s start with the invoice.
After taking a subscription and as soon as the payment is received, you are send a email with the license file/activation code.
That is also your invoice.
Did you received it ? (check your spam folder also)

If not, it can be that you made a mistake in providing your email when ordering.
In that case you need to contact avast (through the ticket system) and ask them to correct the email address > https://support.avast.com

Windows defender will not report anything if you installed avast.
The reason is that Windows 10 will disable defender when a third party av is installed.
On earlier versions avast will disable Windows defender when it is installed.
This is to prevent conflicts.

3

Did you purchase from Avast directly (Website) or from a local reseller/distributor?

If you purchased from the reseller/distributor you would contact them directly for support.

4

I made the payment on AVAST ONLINE directly. When I was secure about the product your portal sent me to the local platform to make the payment in my local currency. I filled the whole information and I made the payment by means of my debit card.
The only document which I received was the support of the payment made in local currency, but nothing else.
Please help me to resolve this issue due to I consider that I am talking with professionals interested in growing your relationship with customers around the world.

5

Check your account and see if the license is listed there > https://my.avast.com
If not, it can be you have made a mistake when providing the email.
In that case you need to contact avast (ticket) > https://support.avast.com

6

Hi dfortizb,

Sorry you find yourself facing this issue! We are trying to help you in your ticket 592608 but we are still waiting for you to send us the payment receipt in order to track the order.
Please send it to us at your earliest convenience. Thanks!

7

Thanks for your answer.

The attachment includes an e-mail sent to your collector of payments here in Bogota, Colombia, South America, where he showed the payment received by this company. atencion Tikrel
9:24 (hace 1 hora)

para mí
Estimado David Fernando

Efectivament la compra del antivirus Avast por PSE fue realizada el día 25 de Octubre de 2016, a continuación suministramos los detalles de la misma:

Invoice details
ID: 102776310 ID Payment: 53679490
Value: 39.58 Local value: 119900.00 COP
Currency: COP Exchange: 3029.6419
Inserted date: 2016-10-25 15:05:36 Pay date: 2016-10-25 15:44:36
Merchant: Avast! Merchant invoice: 232248
Retain agent: Tikrel Colombia Liberation time: 0:39:00

El Antivirus no queda instalado automáticamente al hacer la compra,
usted debe seguir las instrucciones enviadas al correo electrónico con el que usted registra la compra.

Si no encuentra ese correo, busque en todas las carpetas de incluidas las de spam,
(si usa gmail, por lo general el correo llega a updates)

El link de Avast, para recuperar la licencia es

https://www.avast.com/es-co/faq.php?article=AVKB157#articleContent

En este link piden el correo con el que hizo la compra,
en esta misma página están las instrucciones de instalación en español
y le piden que después de hacer el download a su computador
guarde la licencia en una carpeta segura y no en la nube.

*note que la licencia es valida desde el día de la compra, no desde el día de la instalación.

Atentamente

In addition, I can send to you the copy with the same data provided before, but it proves the payment made by me. The last one copy is my receipt provided by my banking account.
http://La operación arrojó como resultado:
La operación finalizó exitosamente.
Cliente : 000079289047
Empresa : Tikrel Colombia SAS
Factura No. : 53679490
Descripción : Products: *Avast Internet Security -
COP119900
Valor Pagado : $119,900.00
Código Unico de Seguimiento : 223480727
Referencia 1: 161.18.121.208
Referencia 2: CC
Referencia 3: 9004968467
No. Autorización Pago : 6859218
Fecha de Pago : 20161025 10:27:45
ACEPTAR IMPRIMIR
Para mayor informacion sobre sus transacciones comuniquese con Multilínea Colpatria: Bogotá 7561616
Cali 4891616 Ibagué 2771616 Medellín 6041616 Neiva 8631616 Pereira 3401616 Bucaramanga 6971616
Barranquilla 3851616 Cartagena 6931616 y para el resto del país 018000 522222.

I hope that with this info you can provide me the information that you have to send me in order to obtain the software that I bought with its respective license.

Best regards,

8

Gracias!

I found your license and added the details to your ticket 592608. Please continue there in touch with our internal support :wink:

9

Thanks for your answer and your support.

I will notify you when I will receive the refund of the amount paid for your service.

Please, let open the case until you receive my note, due to I am afraid about your communication process regarding money transfer or any process related with money concepts.

Best regards,