Hi everyone,
I am posting here in hopes of getting this escalated to a senior technician or database administrator. I spent all of Friday dealing with first-line support (including a remote session where a technician reinstalled Avast Premium Security on my PC), but the outcome was completely useless. They keep trying to fix the issue locally on my devices, even though it is clearly a server-side / account backend database conflict.
Here is the exact description of the issue (my Avast Account email is: xxx01@xxx.cz see Ticket ID 24853547):
1. Duplicate Avast Ultimate Licenses Conflict (Android & PC)
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Background: I had an Avast Ultimate (10 devices, 3 years) license that expired on May 12, 2026. I subsequently purchased a brand new, identical Avast Ultimate (10 devices, 3 years) license valid until May 15, 2029. I also have a separate active Avast Premium Security (10 devices, 3 years) license for PCs on the same account.
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The Issue: After a clean installation and logging into my account on Android devices (tested on multiple phones), the app shows 2x Avast Ultimate licenses simultaneously under my account – 1x expired (red) and 1x active (green).
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The Consequence: The Avast server pushes a corrupted/conflicting license packet to my devices. Within 5 minutes to an hour after activation, the app glitches out, turns off all shields, and locks them with a prompt to renew the license—even though the subscription section still clearly shows validity until 2029. Additionally, the app crashes immediately upon clicking “About app”. The only temporary fix is wiping the app cache and data + setting up and activating it again, which only works for a short while. This week, the shields have started randomly turning off on my Windows PC as well.
2. Failed Account Deletion
In an attempt to purge this corrupted data, I deleted my Avast account (xxx01@xxx.cz) and recreated a new one using the exact same email address but with a different password.
- The Finding: To my surprise, the new account immediately populated with the complete history of all my subscriptions (including the expired one). This proves that Avast does not actually delete account data properly from the backend; it merely detaches the password, while the corrupted license entries remain hard-linked to the email address and my hardware IDs.
3. Locked Email Guardian
As a direct result of this account deletion and recreation, the Email Guardian feature for the address yyyy@yyyy.com is now completely locked.
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The app states that this email address “is already used on another device”.
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I have physically checked all my devices—the Email Guardian is completely empty/blank everywhere. The address is clearly stuck in your backend cache from the deleted account and cannot be re-linked.
Can any of the moderators or Avast staff here please escalate my open Ticket ID 24853547 to the proper technical department with database access?
Thank you.