I bought today the Ad-Aware Plus software. I tried logging on with my email and password. I was not allowed in; I was "unknown." I used the original password given when I bought this. How can I get in?

Regards.

I rezlly do not think that I am asking very much. I cannot get into the Customer Support area. My login and p/w does not work.

1 - I should have been able to get in

2 - I used what was in the email

3 - I have now sent three emails to the company

4 - Not one answer

What has happened to customer support? This is NOT very polite as a company nor supportive.

If this is your support, I want my money back.

I have written many messages to the company about not being able to get into the Customer Center. I bought into this software with the knowledge that the support was great.

I have even posted in this forum ... not one response. I see other people have had the same response.

Everytime I try to get in with my email/pw, I become an unknown.

I bought Ad-Aware SE Plus.

What is the problem?

Regards.

As per a sticky thread, the pm's and emails via this forum has been turned off for everyone due to misuse of the feature.

As for support, it is my understanding that they are making some changes for the good, to add more support and improve it. So please be patient with that.

I myself as a fellow user, am trying to help out by answering some questions that I might know to help them out during this transition.

I am not familiar with your post or question you have posted that was unanswered.

If it was a HJT log, then that takes a little longer for a response as those must be read by someone who has been trained in reading hjt logs. Not everyone can read them, and give advice. So they try to get to them as soon as they can. They are not the easiest to read, I know, as I am in training myself to read them.

Another problem I have seen is that some who have posted HiJack This logs have not posted them IN the HiJack This forum section. So that makes it even harder for the hjt experts to know about it, or know it is there to be looked at. That is another thing to consider. Like I said I don't know what it was in your situation.

I will go see if I can find your thread now.

I will try my best to ask around and see if I can help find a solution to this for you. But like I mentioned before, I am not a staff member of Lavasoft, just a fellow user, so I am limited to what I can do, but I can still see what I can find out for you.

Please be patient.

Thank you SkittlesPC. I hope you can. I can just see trying to re-new, and cannot.

Regards, Larry

Hi SkittlesPC:

You answered at the previous post located at:

http://www.lavasoftsupport.com/index.php?showtopic=1927

Rehards, Larry

Hi Larry,

I merged the two duplicate topics so we don't get confused with two going at once.

Did you purchase your Adaware through Element5?

Was this a new purchase or a renewal?.

I'm not in the Customer Support Center, but I'll also see how I can get some attention to this topic for you, however, none of the support people are in here at the moment. Lavasoft is expanding, improving. It could be there is backlog of help requests or else there may be a problem in your email getting through. I can only guess from here. You weren't using the email within the forum were you? That doesn't file a help request at all, which is why we turned it off temporarily as people were getting it confused.

Hi LS CalamityJane:

Thanks for merging both topics into one.

Yes, I bought the software as first-time new from Element5. I called Element5 with the problem that I was having. They also tried to use the email address/pw given to me at the initial buy. They did not work for them either. They said that they only pass down the information, and Ad-Aware would have to fix the problem.

I sent email to Ad-Aware and also through the use of their form. Never any answer. I included my order# with my messages.

If you can do anything about this, I would be very grateful.

Regards, Larry

If you could please send to them one more time and include a link to this topic please and a short explanation of what you just said that Element5 told you.

http://www.lavasoftsupport.com/index.php?showtopic=1927 <---send this link also.

As I said, I'm not there and my specialty is research and malware removal, but I'll see if we can get someone to look at this for you. I sure understand the frustration, hopefully we can find a resolution to the problem.

Hi LS CalamityJane:

I appreciate anything you can do for me. I sent another email with order #, email address, and password ... along with the link to this conversation. I also mentioned about what Element5 stated.

FingersCrossed, Larry

I hope everything works out for ya Larry!

CalamityJane should be able to find someone to get you the help needed.

Thanks for your patience, Larry.

I'm now subscribed to this topic so if I hear anything, I'll post back here. Hopefully, they'll respond to you directly. There have been other problems with Element5 they are looking into and there may a backlog of emails to answer. Meanwhile if you hear anything please let us know back here

Thanks SkittlesPC and LS CalamityJane. I appreciate all the assistance. If I hear anything, I will let both of you know. I will be patient

Again thanks. Larry

Update!

The Customer Service Center reports that this issue has now been resolved.

If you could please try logging in and let us know if you are successful in using your Login details and password to get into the Customer Center.
http://www.lavasoftcustomercenter.com/

I tried mine and it worked

P.S. Important! Don't forget to login and change your password to one of your choosing.