Troubleshooting an unknown charge from Avast

If the Gen eCommerce platform processed your purchase, the descriptor appears on your billing statement as one of the following, based on the region:

If purchased from EMEA, customers of Norton will see Avast Software S.R.O instead of Norton Ireland Limited.

Avast has partnered with established eCommerce providers that manage the online sales and distribution of our apps and services in certain regions. In this case, the descriptor appears on your billing statement as one of the following:

Avast applications are sold as continuous subscriptions. This means your subscription renews at the end of each billing cycle unless you manually cancel it. Before payment, you receive a notification email from Avast, which informs you about the upcoming charge and contains instructions on how to cancel your subscription. The date of payment varies according to your purchased subscription type:

• 1, 2, and 3-year subscriptions: Your billing date can be up to 35 days before the start of the next subscription period (for another 1 year).
• Monthly subscriptions: Your billing date is 1 day before the expiration date for 2Checkout, and the final day of your subscription for Noventiq (formerly Softline) and Cleverbridge.
• Avast trial subscriptions: Your billing date is the final day of your free-trial period.

You can see a list of your current Avast subscriptions in your Avast Account.

Notification emails are sent to the email address that you provided during purchase. To remain informed about all future payments relating to your Avast subscriptions, we recommend ensuring that emails from no.reply@avast.com are not marked as spam or junk.

You can view your full Avast payment history via your Avast Account. This includes the date that each payment was made and the Avast application that was purchased.

You only see purchases linked to the email address you use to sign in to your Avast Account.

You can see a list of your active Avast subscriptions in your Avast Account.

You only see subscriptions linked to the email address you use to sign in to your Avast Account.

When you activate a free-trial version of an Avast application, you are sometimes prompted to enter payment details. This is called a pre-authorized trial. When the pre-authorized trial ends, you are charged the price of a 1-year subscription for the relevant app. You are not charged if you cancel your subscription before the pre-authorized trial ends, you are not charged. Before payment, you receive a notification email from Avast, which informs you about the upcoming charge and contains instructions to cancel your subscription.

Notification emails are sent to the email address you provided when activating your free trial. To remain informed about all future payments relating to your Avast subscriptions, we recommend ensuring that emails from no.reply@avast.com are not marked as spam or junk.

For detailed instructions on how to cancel your Avast subscription, refer to the following articles:

• Canceling a subscription via your Avast Account
• Canceling an Avast subscription via Google Play Store or the App Store
• Alternative methods for canceling an Avast subscription

For detailed information about the Avast refund policy and instructions to request a refund, refer to the following article:

• Requesting a refund for an Avast subscription

If you cannot verify the source of an Avast charge, contact Avast Support. To help us resolve your issue as quickly as possible, ensure you include the following information in your request:

• Your name
• Any email addresses you actively use
• Your address
• The date you were charged
• The amount paid and the currency used for payment
• The full description of the charge on your billing statement
• For payments made by credit or debit card:
  • Your card provider (for example, Visa or Mastercard)
  • The last four digits of the card number used for payment
• For payments made via PayPal:
  • Your PayPal Invoice ID. You can find this in the order confirmation email you receive from PayPal, or in your PayPal account. Your PayPal Invoice ID is the same as your Avast order ID.

After you send your request, an Avast Support agent may contact you to request a screenshot or further details about the charge.

Do not send us your full payment card number. If you are requested to provide a screenshot of your billing statement, ensure that only the last four digits of your payment card number are visible.