Support request created but no confirmationeamil and no way to continue (Case #25109748)

Avast One Avast One for Android
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Hello Avast Team,
I would like to report what appears to be a problem with the Avast support system.
About 10 days ago, I submitted a support request through the official Avast Support website.
I completed the entire process, including entering my email address and phone number. The system generated:
Case #25109748
However, since then:
I have never received a confirmation email.
I have checked both my Inbox and Spam folder many times.
I have never received a phone call.
When I return to the Support page, it only shows my existing case number and a US phone number.
There is no Live Chat, no email follow-up, and no explanation of what I should do next.
I also noticed another confusing issue:
The Avast website allows me to switch to Chinese, but as soon as I enter the Support section, everything switches back to English. The support workflow appears to be US-only, even for international customers.
At this point, I honestly do not know whether:
my support request was actually created,
my case exists in your system,
or whether international customers are expected to call the US phone number in order to continue.
If calling the US number is required, this should be clearly explained on the support page. Otherwise, customers are simply left waiting with no confirmation email and no indication of what to do next.
Could an Avast staff member please check whether Case #25109748 actually exists and advise what I should do next?
Thank you.

As a paying customer, I expected a clear support process. Instead, I have been left without any confirmation or follow-up for more than 10 days.

Cheers,

Ariel

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First, I’m an Avast user and not an Avast Team member.

Is it possible you made a typo in the email address.

There should also be a Chat function there also.

I will try and draw some Avast Team input into this matter.

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Hi David,

Thank you for your reply.

I don’t believe there was a typo in my email address, because I am receiving email notifications from the Avast Community at this same email address, including your reply.

However, I have never received any confirmation email for Case #25109748, even after checking both my Inbox and Spam folder multiple times.

Regarding the Chat function, unfortunately I cannot see it. After submitting the support request, the page only shows my case number and the US support phone number. There is no Chat option available for me.

Thank you very much for trying to bring this to the attention of the Avast Team. I really appreciate your help.

1 Like
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You’re welcome, hopefully my request for assistance will draw the required support assistance.

I did post the link to this post that contains the case number.