tickets

system · 2015-03-25T23:11:00.000Z

I have a query regarding payments. I raised a ticket on the 21st March and nothing has happened, where else can I complain if they are not actioning tickets??

Eddy · 2015-03-25T23:15:15.000Z

Just have patience.
avast is trying to handle tickets within 10 business days.

system · 2015-03-25T23:25:41.000Z

Hi eddy,

I take your point but I paid by credit card, payment was processed and still no licence.I’ve been waiting 5 days for a response - not good enough as far I’m concerned, this is tantamount to taking money under false pretences. So in my view 5 days is wholly unacceptable and might I suggest that if you disagree that you refund me £29.99 and you wait wait for Avast to wake up

Eddy · 2015-03-25T23:29:22.000Z

You should have gotten the license in the mail.
If you can’t find it you can have the license resend to you:
https://www.avast.com/resend-license-paid.php

system · 2015-03-25T23:34:34.000Z

Ermmm,

Payment processed but Avast can’t “find” it and denying having received it. I have just complained to my Credit Card provider who will hopefully taking the money back at which point I’m going back to AVG as Avast clearly don’t give a toss.

So lock this post please mods

Eddy · 2015-03-25T23:55:52.000Z

Are you sure the money wasn’t already returned to you ?
Where and how exactly did buy the license ?
What is your ticket number ?

Quiksilver · 2015-03-27T15:06:23.000Z

It happens more often than people would like to admit, but there is high number of misspelled email address and the number one reason some customers do not receive their license. In this case, the page https://www.avast.com/resend-license-paid.php will not provide much assistance.

The other reason, is that certain mail clients simply move the Avast email confirmation into the spam folder.

Ideally, the easiest way to locate an order is to note the order number. One can then login via www.avast.com/find-order and retrieve their licenses, invoice, enable/disable automatic-renewal, etc - among others noticing an incorrect email address.

Pondus · 2015-03-27T15:46:37.000Z

It happens more often than people would like to admit, but there is high number of [b]misspelled email address[/b] and the number one reason some customers do not receive their license.

this can be solved with sending a confirmation link to the address that must be clicked to confirm....

Quiksilver · 2015-03-27T15:48:29.000Z

yes but if the email address is misspelled from the get go? the confirmation goes nowhere and adding an additional step to make a purchase just adds fuel to the fire as some customers have already complained that the process is a bit “complex”

Pondus · 2015-03-27T15:57:45.000Z

yes but if the email address is misspelled from the get go?

a message on website

did you not recive the confirmation link:
-check if you spelled your address correct
-check spamfilter

and having this confirmation as first step before they can continue…

Quiksilver · 2015-03-27T16:03:00.000Z

There’s gotta be an easier and cleaner way of doing this, without adding additional steps. In the meantime, there is no shortage of advice given to always check what information is being entered before submitting anything

But to the OP, please paste your ticket number and I will be able to work with you to find your license.

DavidR · 2015-03-27T16:30:44.000Z

Quiksilver post:11:

There’s gotta be an easier and cleaner way of doing this, without adding additional steps. In the meantime, there is no shortage of advice given to always check what information is being entered before submitting anything

In many sites that I have used to pay for stuff and to register, etc. I’m simply asked to enter my email address twice. A simple comparison should achieve at least 2 things:

Detect misspelling/transposition/typo, etc.
Give an indication to the purchaser that the email address is critical.

That isn’t taking another step, not complex, just another field to be completed.

Quiksilver · 2015-03-27T16:54:32.000Z

I think it’s already there, isn’t it?

But the thwart on that is that people also tend to copy/paste and/or rely on their browser to fill in their email data once again. I know I am guilty of doing that

So it is not fool-proof, but quite the astute solution.

bob3160 · 2015-03-27T17:00:45.000Z

Quiksilver post:13:

I think it’s already there, isn’t it?

But the thwart on that is that people also tend to copy/paste and/or rely on their browser to fill in their email data once again. I know I am guilty of doing that

So it is not fool-proof, but quite the astute solution.

Simply prevent the ability to cut and paste and make retyping the email address mandatory.

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