I need help with my license! [Resolved]

nelyok7 · 2016-12-22T13:12:29.000Z

Of course you haven’t found any license registered with the forum acount email:
xxxxxxxx@gmail.com

My license is registered with:
xxxxxxxx@hotmail.com

But don’t worry, the Avast support team has sended a reply for my ticket this morning asking for my order data. I’ve forwarded some screenshots of the Digital River confirmation email and my subscription page in the Avast settings.

They’ve told me that they’ll send a direct link to buy my license.

nelyok7 · 2016-12-22T13:15:28.000Z

One off-topic doubt:

If I buy now my license using Avast Premier 2016, will it be valid for Avast Premier 2017? Or my program will just update itself when the stable version is released (I know that now there is a Beta)

moroni · 2016-12-22T13:24:06.000Z

I edited your message to hide your email address.

Our licenses are valid for the “edition” (Pro, Internet Security, Premier), regardless of the “version” (2015, 2016, 2017…) so there shouldn’t be a problem to use the next release with a license you purchase today.

nelyok7 · 2016-12-22T14:20:54.000Z

Oops, forgot that we’re at a forum.

Ok. I’m waiting for the reply from Avast. If everything goes well, I’ll renew my license before the antivirus expires.

nelyok7 · 2016-12-23T12:15:34.000Z

The antivirus has expired and I still don’t have any link from Avast to buy it…

Asyn · 2016-12-23T12:28:24.000Z

nelyok7 post:38:

The antivirus has expired and I still don’t have any link from Avast to buy it…

→ https://www.avast.com/es-es/store

nelyok7 · 2016-12-23T12:42:56.000Z

That’s not fair. Why I have to spend 90€ instead of 55€ because Digital River is failing?

Eddy · 2016-12-23T12:44:43.000Z

avast is helping you.
Learn to have patience.
You are not the only one in the world that is asking them for help.

nelyok7 · 2016-12-23T12:46:36.000Z

Okay… Can still use my smartphone for a while… :-[

Asyn · 2016-12-23T12:49:37.000Z

nelyok7 post:40:

That’s not fair. Why I have to spend 90€ instead of 55€ because Digital River is failing?

You can use the free version until you get a reply from support. Don’t forget, it’s Xmas.

nelyok7 · 2016-12-23T14:05:40.000Z

Of course, I’m using it unyil this problem is definitely solved

nelyok7 · 2016-12-26T13:37:19.000Z

Avast has sended me a link to buy the license with the proper price. The’ve told me to erase all the cookies, and I did that. Still having this same horrible problem: The payment couldn’t been accepted! I can’t understand this… Tried to buy it in two different computers and using a credit card and PayPal. Help!

nelyok7 · 2016-12-26T14:07:32.000Z

What’s the meaning of: “The payment couldn’t been accepted”. No more information… This is maddening :‘( :’(

Eddy · 2016-12-26T14:47:05.000Z

It means what it says.

Could be you are trying to use a credit card that is not accepted, insufficient funds, not providing all information needed (or wrong information) etc.

“Prepaid” credit cards are often not accepted.
With Paypal it is sometimes needed to have a bank account connected to it.

nelyok7 · 2016-12-26T19:45:31.000Z

I’m saying the truth:
-PayPal has a bank account and a valid (with credits) credit card.
-All my credit cards have credits…
-I have all my bank accounts clear, all unlocked, with money and valid credit card.
What does Avast want? 55€ in an envelope sent to Praga? ;D

Eddy · 2016-12-26T19:56:31.000Z

What does Avast want? 55€ in an envelope sent to Praga?

Not a bad idea. It is a beautiful city to visit ;D

Anyway, as I can’t see what is happening when you click on “pay now”, there is nothing more I can do for you.

I sure am wondering why it doesn’t work.

nelyok7 · 2016-12-26T22:19:44.000Z

Well, nothing special happens after I press “Pay Now” (even in the link sent to me by an Avast team employee). There’s just a loading circle and then the famous sentence appears… But don’t worry: I took photos of the issue and I am writing to Avast to tell them abuot the link fail. I’ll use Avast Free instead while I’m waiting for a reply.

PS: I’d like to visit Praga someday… Sounds good!

Eddy · 2016-12-26T22:22:46.000Z

I meant to see what happens with the communication and on the server.

Please post here if there is a update on it.

DavidR · 2016-12-26T22:39:11.000Z

nelyok7 post:50:

Well, nothing special happens after I press “Pay Now” (even in the link sent to me by an Avast team employee). There’s just a loading circle and then the famous sentence appears… But don’t worry: I took photos of the issue and I am writing to Avast to tell them abuot the link fail. I’ll use Avast Free instead while I’m waiting for a reply.

I’m just wondering if this isn’t something to do with the avast backend server/s as there have been a couple of topics of people trying to submit a support ticket. Entered their details on a refund request, but on clicking the Submit button nothing happens. See https://forum.avast.com/index.php?topic=194636.0.

moroni · 2016-12-27T08:26:56.000Z

Hi nelyok7,

Sorry for the delay in solving your problem!

I can see where the issue lies now, and it would take us at least till Friday to fix it, which is too much time in my opinion, thus I extended your previous license for another year for free, as it is a much faster solution for both of us

I noted that you don’t have an Avast account registered with your hotmail address, so I will send you the license again by email.

We will still fix the problem so next year you can renew normally.

Announcements