unable to renew or make purchase in avast store

brian.k4120 · 2017-01-03T17:43:27.000Z

every year i go through this, even though auto renewel is active, my payment methods are valid, i cannot renew or purchase an updted liscense via credit card or paypal. what usually happens is a few days later i get charged for all the times itried after the store tells me payment authorization has failed. why does this happen and can someone help me please. this is ridiculous for a company that brags about 400 million customers.

Pondus · 2017-01-03T17:50:53.000Z

Contact avast >> https://support.avast.com/support/tickets/new

brian.k4120 · 2017-01-03T22:10:56.000Z

oh great they went and did the purchase for me, 75.99 for 3pcs for avst internet security. if i could have made my own purchase i would have gotten the loyal member discount and saved 25 bucks. hell i could have got the premium version for 64.99. LOL what a joke. amazing

Eddy · 2017-01-03T22:23:25.000Z

If auto-renewal is enabled, there is nothing you have to do other than to take care that there is enough money on your bank account/credit card.

Why are you trying to do it manually ?
Did you receive the mail(s) saying auto-renewal is about to take place ?

brian.k4120 · 2017-01-03T22:52:29.000Z

auto renewel failed, so i tried to do it manually, after trying numerous times and getting authorization failed, i filled out a ticket. with out telling me what they were gonna do they went ahead and put the charge through, i was over charged 25 dollars and i didnt get a loyal member discount. i have always had issues making purchases on their store, and the customer service is terrible.

i should have paid 49.99 for what i got, i was charged 75.59

my store options http://prnt.sc/dr6b7a

what i was charged http://prntscr.com/dr6ueg

Rednose · 2017-01-03T23:32:59.000Z

Hi Brian

Can you please post your Ticket ID, so we can put this forward ? Thanks !

Greetz, Red.

brian.k4120 · 2017-01-04T00:07:35.000Z

thanks.
Help is on its way. ( Ticket ID: [#655852] )

i replied to it idk if thats substantial or if i had to create a new ticket after the error. thanks again for the help

Rednose · 2017-01-04T00:39:22.000Z

Hi Brian

You don’t have to create a new Ticket.
I have put this forward to moroni from Avast.

Greetz, Red.

brian.k4120 · 2017-01-04T00:43:41.000Z

great. thanks again for your time and efforts

moroni · 2017-01-04T18:59:34.000Z

Hi brian.k4120,

Sorry for the delay. We didn’t place the order for you after you sent the ticket. The auto-renewal system just kept trying and the last attempt was successful.
You were not able to manually place a new order because our system detected the activity in your account as suspicious, as there were several attempts to place an order where the payment was either refused by Paypal or it was pre-approved by Paypal but never cleared.
At this stage what I could do would be to either extend your license to cover the difference in the price (note: you were not overcharged but got charged the standard auto-renewal price; offers can be available from time to time but a manual purchase is needed for them), or to issue a full refund so you can place a new order using the discount you have. I have already cleared your account so you shouldn’t have problems placing a new order.

brian.k4120 · 2017-01-05T02:18:33.000Z

the last attempt ws likely successful because my last attempt was through paypal, and paypal only authorizes payment or login after a code is sent to my phone. so apparently as you say, there was an auto renewl on hold, because my paypal is passcode protected, and when i entered my passcode on my last attempt which was for the discounted price, that allowed the payment on hold to be cleared for the full price,

so this is all because you product tells me the auto renewel fails. but you keep trying to run it through? and then i come along because i think i have an old card on file that may have expired ( my banks have been changing often the last 5 years and they keep sending me new cards) and finnaly try paypal last cuz that is always kept up to date, and when i try to make the purchase, it allows the payment on hold to be cleard.

i dont understand why your product would tell me it renewel or payment has failed, when it according to you, pending. and why on earth would you offer loyal member discounts to those that have apparently stopped using your product instead of those that auto renew and continue to use your product.

apparently it seems auto renewal is a bad choice, and customers should just wait a few hours after their liscense expires for you to come begging them to return for a discounted price. the ones that auto renew will never know.

Eddy · 2017-01-05T09:18:22.000Z

i dont understand why your product would tell me it renewel or payment has failed

That is real easy to understand. The payment didn't came through within a certain amount of time.

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