Purchased product but license key never sent

General Topics
1

On March 14, I purchased avast! Internet Security 5.0 (3 PC’s, 2 years) for $57.47. My credit card was immediately charged but there was an error message stating they would send the license key within 24 hours. Its now March 17 and still no license. I had issued a trouble ticket and have not received a reply there either. What step do I need to take next? I installed the free trial version and loved it. Now the trial period has expired and I have no service from avast even though I’ve paid for 2 years. Any suggestions?

2

Where/how exactly did you purchased the license?

3

Purchased online from this avast website.

Invoice for order #322710245, item # 300340038e

4

Are you sure the license didn’t ended up in your spam folder/was deleted as spam?
Are you sure the credit company has processed the payment?
Not just charged you but in fact did made the payment to element5/avast
Because some credt card companies take their time to make the actual payment.
They are really fast to deduct the money from your balance/card, but slow when it comes to actually transfer the money.

Very strange that your trial period is over. Because the trial period is 30 days, not 3.

Also to who did you submit the ticket? Through the support on avast’s website after login or to element5?

5

You should contact sales@avast.com and describe your problem.
Have a little patience though.

6

The invoice is from Digital River element 5.

I submitted a trouble ticket to this website yesterday. Ticket ID BZF-151500 and CCE-820450.
When I try to do a search using the order number found on the invoice, is says that is not a valid order or does not exist. I also contacted sales@avast.com but no response.

Credit card company verified $57.47 has been posted to my account.

I purchased the 2 year service 2 days before the trial period ended thinking I would be covered. Now I’ve paid for the service, and still don’t have the product.

I’ve checked all my junk folders and spam settings. I have received an email from element 5 containing the invoice without any trouble. When I purchased the service, it stated an error had occured and they would send the license key within 24 hours.

I’m am being patient but I’m VERY concerned as to why I’ve not received what was paid for 3 days ago.

Thanks!

7

And what is/was the exact error you did receive?

I submitted a trouble ticket to this website yesterday
Can't be. This is a webboard. Please be more precise.

Do you have any proof that the payment indeed was made to element5?
Not just de deduction of the money from your balance/card.

8

Don’t know if this might help:

9

I just contacted my credit card company again and they once again verified PAYMENT, not just a charge to my card, was made 3/16/2010. They re-stated the money has been PAID to the vendor for services rendered.

To be more specific - Website avast.com, clicked on support icon, under Techinical Support I clicked on Support Center icon to send the trouble ticket.

I also sent an email to sales@avast.com on 3/14/2010.

This is EXACTLY how the screen read on March 14 when I purchased service:

Thank you for your order!
Thank you for your order. We are happy to welcome you as our customer.
Please see below for information on your order. We have received your order. Please note your reference number, which is used to identify your order: REF # 322710245. You will receive a spearate order confirmation by e-mail.
Purchase Information:
avast! Internet Security 5.0 (3 PC’s, 2 years) (#300340038) 1 Unit(s)
An error occurred during the generation of your license key.
We will contact you within the next 23 hours by e-mail and provide the necessary information. Thank you for your patience!
If you have any content-related or technical questions about the product, please contact AWIL Software a.s. directly. You can contact the publisher at the Website https://support.avast.com for technical support.

I don’t think I can be any more specific than this. I’ve given you everything I have using reference numbers, website info, exact error information and confirmed payment.

All I ask is that a license key be provided as paid for on March 16. I don’t think I’m being unreasonable with this request.

Thanks!

10

I just went to the elements website and found more verification payment was received.

I tried to paste the screen shot but didn’t have any luck.

However, it did listed “Payment Status: Payment Received” with a green check mark beside it.

I hope this proves payment has been made.

Thanks!

11

Hello - anyone out there? I’ve answered all your questions, proved that payment has been made and still don’t have a license key. What does it take to get this issue resolved??? Me calling my credit card company and disputing the charge and getting my money back for services NOT rendered??? I’m sorry - typically I am a very patient and understanding person - but this has pushed me over the edge!!!

VERY UNSATISFIED CUSTOMER!!!