"Your Subscription Has Expired" Pop Up Appearing 6 Months Early

system · 2017-04-10T00:19:20.000Z

I have a paid Mac Security subscription on my MacBook Pro and another on my wifes MBP with at least 6 months to go on the subscriptions. Yesterday a full page popup began appearing on my wife’s MBP saying, “Your Subscription Has Expired” and blocks the content of the page beneath it. the only way to remove the popup is to quit out of Avast. I opened a ticket with “Tech Support” about 24 hours ago and received an email saying that “they are experiencing a high level of issues and thank you for your patience.” As of now I’ve heard nothing further in response.

Eddy · 2017-04-10T06:17:44.000Z

Have patience and wait for avast to respond.

krahulik · 2017-04-10T07:06:16.000Z

Hello,
I will ask our support team to send me the support request. I will need a support package (application’s Help menu → Avast Technical Support → Generate support package) to see, what is the license state on the device.

We had an error in the product that the license information was overwritten with a legacy data recently. The activation code was sent to you a part of purchase confirmation email. If there’s no activation code in the application preferences, could you please try to find the confirmation email and enter the activation code to the preferences?

Best Regards,
Martin

system · 2017-04-10T19:55:15.000Z

I have located the activation code, but I don’t see where in the avast preferences to enter an activation code.

system · 2017-04-11T00:34:29.000Z

So my name says “Newbie” for a reason. I’ve now found where in the preferences the activation code goes. Both of our Macbooks have activation codes in the preferences, and as I would expect they are different from one another. Confusing though is that I only have a confirmation email for the first purchase. I paid an additional fee a month later for my wife’s computer and can’t seem to find an email for that purchase, but it had been working fine since September 2016 till a couple of days ago. The activation code on my confirmation email matches neither of the codes on our preferences. Her computer is still exhibiting the same problem.

Eddy · 2017-04-11T08:17:26.000Z

Check your avast account (https://my.avast.com) and see if you can get the license file/registration code through there.

system · 2017-04-11T15:09:07.000Z

When I try that I am told that all my licenses are valid and the expiration date is correct, but when I click “ACTIVATION CODE” I get and ERROR(305) The requested service is not available at the moment.

Eddy · 2017-04-11T15:29:38.000Z

Looks to me that avast needs to fix things.

It would not surprise me if this has to do with the new licensing system that avast is working on.
https://forum.avast.com/index.php?topic=198923.0

system · 2017-04-11T16:36:45.000Z

Thanks for weighing in, Eddy. It very well may have something to do with that, but I’m disappointed in how it’s been handled. When I signed up there was a phone number by which I was offered technical assistance 24/7 and sometime between the initiation of my subscription and now that’s become a premium pay service. I believe that for the duration of my initial contract (1 year) the tech support that was offered at the beginning should still be available to me. “Grandfathered in” as it were. First time I need tech support and I have to do this back and forth nonsense for over 5 days now.

Eddy · 2017-04-11T18:07:37.000Z

Well, there still is a phone number you can call toll free (as they claim).
But that is a third party company that handles only some things and that is not free.
https://www.avast.com/en-us/total-care
It is, to say the least, rather misleading though.
Free diagnosis and you will have to pay $79 for it according to that page >:(

And when I try to call that number (from the Netherlands), I get “this number is not in use”.
Sure I can dial that number for free.
It won’t cost me anything to dial a number that is not in use/correct >:(

Up to about 3 months ago, everyone who was using one of the avast products could use the ticket system.
But guess what…
Only users of a paid product from avast can do so now.
No word from avast, announcement/explanation about this change anywhere >:(

They had a free license for Educational institutions.
Without a word it suddenly was gone.
Now it is payed.
Same goes for the free on-line business version.
Not a single word from avast about it.

As I see it avast is in a downward spiral.
It is only about the money and they forgot what made them get a large amount of users.

Good/light on resources product with very high detection.
Real good support for all users.

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