Hello Marcus,
We regret for the inconvenience caused.
On checking your account, we could see that you have an AVG Secure VPN for Windows which cannot be used in your Mobile device.
You haven't upgraded to AVG Ultimate or AVG Secure VPN for multi device.
Since the order has exceeded the refund time frame. We cannot process refund for the product.
I reported this issue in a timely manner less than 1 hour to be accurate...the "order has NOT exceeded the refund time frame". I suspect foul play there.
I click to connect to VPN and was directed to a screen which ask me for money at a discounted price to purchase "Ultmate" so that the VNP could be setup...that is the impression I got from the screen. And this is the invoice for what I didn't expect after I had click to agree to the upgrade to "Ulitmate" This Tax Invoice extract is for Google Play Store.
**************************************************************************************************
You've made a subscription purchase from Avast Software s.r.o. on Google Play.
Order number: GPA.3314-6241-3488-14231
Order date: May 7, 2018 8:36:48 AM AEST
ItemPrice
AVG AntiVirus PRO (AVG AntiVirus 2018 for Android Security)$12.99/year
Yearly Subscription - Auto Renews on May 6, 2019
Total: $12.99/year
(Includes GST of $1.18)
*********************************************************************************
I can upload screenshot of whats on my mobile to show what I click or the instructions I followed in good faith believe I would be able to use the VPN service provided in the APP but not active because I had not paid for the service. You know how this works...
I will upload the screenshots and also PDF of the Tax Inoice and you tell me how the two marry up.
Question NOT answered...
Marcus, this community mainly deals with Windows products.
We have a separate team who handles queries related with mobile products.
Follow the steps from this link https://support.avg.com/SupportArticleView?urlname=How-to-contact-support-through-the-Mobile-Contact-Form to contact our mobile support.
They will help you with the necessary information on your two accounts and if possible help you with the refund of the duplicate subscriptions you might have purchased.
Ok ..so I have investigated further and it appears there are tw accounts involved,
1. An account where I have apparently purchased a subcriptio which ends "30 Apr 2019 to compensate you for the unused time of your old plan" this is for the pro version for Andriod when it should have been the VPN for the real product I have for item 2 below.
2. The actual account where I downlaoed the Unlimited AVG Intenet Security for Adndoid and all my other devices. This subscription Next billing date: June 14, 2019
How do you explain that...is the Android version the same or not...shall I compare the product ID's to see if both are the same? They are not the same...I had the account #2 downloaded and installed on my mobile and for some reason I swaw it had VPN with the status as "not actice" so I clicked to activate and I was billed $12 autmatically in n entirly different account...not directly linked to my real account.
Do I now ...unsubscribe to the NEW subscription on my monile then uninstall the Free Pro which I only paid to have the horrid ads removed...then reboot my mobile and then log into my real account per #2 and downlaod the Unlimited AVG Internet Security which I used for all my devices and install that?
Would that fix this mess???..albeit ,I'm still $12-$13 out of pocket which sux!!
I clicked the connect VPN button on Mobile in AVG Pro and was shown a screen to upgrade to "Ulitmate" to get the VPN but all it did was upgrade my existing subscription which is just extending the licence period. Sneaky buggers made off with $12 instead of the $29 offer and I still didn't get the VPN product ofr my phone...nothing to log into either and if I do attempt to log in to get the VPN working all see is another BUY ULTIMATE for a special discounted offer.
Where's the VPN (Ultimate) I intend expected to get and ordered??? ...the invoice ONLY SHOWS the current subscription updated!
Is this a scam of something??
Huh...even the timestamp from Gmail were the Tax Invoice was sent states: Today 3:23 PM (5 hours ago).
It's been almost 5 hours since I reprted this error in your Invoice.
It says : "You updated your subscription purchase to Avast Software s.r.o. Today 3:23 PM (5 hours ago). was the exact time the Tax Invoice arrived in my Gmail account inbox.
How do you justiy the time frame now...lack of a quick repsonse by AVG?
Furthermore, I have an account with AVG and I downloaded a product for the Andoid (specifically) for which I already paid for some time ago with unlimited downloads and that that Plan isn't the same as what I am seeing in Google Paystore transaction. Please explain...??
Adding also that Paystore records indicate that;
MY SUBSCRIPTIONS
Pro Yearly Subscription 20% Off (AVG AntiVirus 2019 for Android Security)
You are currently subscribed for $13.99 per year. Your next payment is on 30/04/2019.
Was purchased today ...yete the APP on my Mobile still shows as:
AVG AntiVirus FREE for Android Security 2019
I'm not making this up ...Is this what you can confirm then?
Hello Marcus,
We regret for the inconvenience caused.
On checking your account, we could see that you have an AVG Secure VPN for Windows which cannot be used in your Mobile device.
You haven't upgraded to AVG Ultimate or AVG Secure VPN for multi device.
Since the order has exceeded the refund time frame. We cannot process refund for the product.