Sales and Billing - FAQs

Sales and Billing

Where can I find the next billing date for my subscription?

The information below applies to Avast subscriptions purchased via the official Avast website or via an offer within another Avast application on your PC or Mac.

You can confirm your next billing date using one of the methods below:

  • We notify you about all subscription payments in advance by email. You can check the next billing date for your subscription in the notification email that is normally sent from no.reply@avast.com.
  • Sign in to your Avast Account that is linked to the email address you provided during the subscription purchase. Click the Subscriptions tile to open a list of your Avast subscriptions. The next billing date for each subscription is visible next to Next charge. If you do not yet have an Avast Account, refer to the following article:
  • In most Avast products, your subscription details (including your next billing date) are visible via MenuMy Subscriptions. However, this option is not yet available for all products and platforms.

How can I identify a charge from Avast on my billing statement?

Avast has partnered with established eCommerce providers that manage the online sales and distribution of our products and services.

You can verify which authorized reseller processed your purchase by checking the descriptor that appears on your billing statement. The list below includes the different descriptors used by each of our authorized partners:

  • Digital River:
    • DRIAvast, Digital River, DRI, DR*Avast
  • Nexway:
    • Nexwaysoftware.com, Avast/Nexway, Nexway SAS, Nexway S.A.R.L.
  • Allsoft (Softline Group company):
    • NILTASOFT LIMITED (for Poland and the Czech Republic), MOSKVA.G AVAST (for Russia), ALMATY/SOFTLINE (for Kazakhstan), KYIV/PAYMASTER.UA (for Ukraine)
  • AstroPay:
    • AstroPay, Webpay Srl, Mercado Pago Avast
  • Cleverbridge:
    • CBA*AVAST Software s.r.o

What happens if my credit/debit card has expired?

We notify you via email if your credit/debit card has been blocked, has expired, or will expire before a scheduled payment. This email includes a link that allows you to renew your subscription. During the renewal process, you can provide new payment details, or select a different payment method.

If you no longer want to use your Avast subscription, ensure that you cancel your subscription to stop future charges. An expired credit/debit card does not guarantee that you won't be charged, as your card may have an updater service enabled.

How can I get a copy of my order invoice?

Refer to the relevant information below according to the authorized partner that processed your subscription purchase:

Digital River

You can view or print your order invoice via the Digital River web portal using the login credentials in your order confirmation email.

Nexway

You can view or print your order invoice via the Nexway web portal. To access the Nexway webportal for the first time and create a password, click the access your customer area link in your order confirmation email. Alternatively, you can use the relevant link below according to your region:

Other authorized partners

Request a copy of your order invoice by contacting the authorized partner directly using the links below:

How long do orders paid by wire transfer take to process?

Payments made by wire transfer can take several days to clear depending on the country where the transfer originates. We only issue the Avast subscription after the full payment is received. Before contacting Avast Support regarding a wire transfer purchase, allow a minimum of seven days for the funds to reach our distributors. If you do not receive your subscription after seven days, contact Avast Support for assistance.

Refunds

What is Avast's refund policy?

If you are not completely satisfied with your Avast product, contact us within 30 days of purchase to receive a full refund. This 30-day-money-back guarantee applies to Avast consumer products purchased using the following methods:

  • Online purchase via the official Avast website.
  • Online purchase via an offer within another Avast product on Windows or Mac.

Avast does not normally offer refunds for products if more than 30 days have passed since purchase.

To review the full Avast refund policy, refer to the following webpage:

How can I request a refund?

  1. Go to the Avast refund request form.
  2. Follow the on-screen instructions to complete your request. For detailed instructions to locate your Order ID, refer to the following article:

How can I request a refund for a product purchased via Google Play or the App Store?

For more information about the refund policy offered by Google Play Store or the App Store, refer to the relevant article below:

How can I request a refund for a product purchased via a third-party reseller?

If you purchased an Avast product in a retail store or via an online reseller (such as Staples, Walmart, or Amazon), you need to contact the store or reseller directly for information about requesting a refund.

Subscriptions

How can I cancel an Avast subscription?

The information below applies for subscriptions purchased from the official Avast website, or via an offer within another Avast application on your PC or Mac. If you need to cancel an Avast subscription purchased via Google Play Store or the App Store, refer to the following article:

In most cases, you can cancel your subscription via the Avast Account that is linked to the email address you provided during the subscription purchase. If you do not yet have an Avast Account, refer to the following article:

To cancel a subscription via your Avast Account:

  1. Sign in to your Avast Account using the link below:
  2. Click the Subscriptions tile.
  3. Click Unsubscribe under the subscription you want to cancel.
  4. Follow the on-screen instructions to complete the cancellation.

For detailed instructions on canceling a subscription via your Avast Account, refer to the following article:

If you are unable to cancel a subscription via your Avast Account, refer to the following article to learn about other ways to cancel an Avast subscription:

Do I need to cancel my Avast free trial?

If you entered payment card details before starting your free trial, you need to cancel the trial subscription before the end of the trial period if you do not want to continue using the paid features. If you do not cancel the trial subscription, you are charged for the next subscription period when your trial expires.

Follow the instructions for canceling your Avast subscription, which also apply to Avast trial subscriptions.

If you did not need to enter payment card details before starting your free trial, it is not necessary to cancel the trial subscription.

Where can I find my activation code?

You can normally find your activation code in the order confirmation email that you received after purchase, or in your Avast Account that is linked to the email address you provided during the subscription purchase.

For more information about locating your activation code, refer to the following article:

Can I transfer my Avast subscription to a different device?

Yes. To transfer your Avast subscription from one device to another:

  1. Uninstall the product from the original device.
  2. Install the product on the new device.
  3. Activate your subscription on the new device.

The exact steps vary according to your product. For more information, refer to the following article:

Which products are included in my Avast subscription?

Avast offers various paid subscription options. Some subscriptions include multiple products, while other subscriptions include just one product. You can verify what is included in your subscription using one of the methods below:

  • Check the order confirmation email that you received after the subscription purchase.
  • Check your Avast Account that is linked to the email address you provided during the subscription purchase. If you don't yet have an Avast Account, you can create one using the same email address. For more information, refer to the following article:

Customer Details

How can I update my credit/debit card details?

Refer to the relevant information below according to the authorized partner that processed your subscription purchase:

Digital River

Update your payment details via the Digital River web portal using the login credentials in your order confirmation email. For detailed instructions, refer to the following article:

Nexway

Update your payment details via the Nexway web portal. To access the Nexway webportal for the first time and create a password, click the access your customer area link in your order confirmation email. Alternatively, you can use the relevant link below according to your region:

For detailed instructions, refer to the following article:

Other authorized partners

Update your payment details by contacting the authorized partner directly using the links below:

How can I update my email address?

You can update your primary email address via your Avast Account. If you do not yet have an Avast Account, refer to the following article:

To update your primary email address via your Avast Account:

  1. Sign in to your Avast Account with your current primary email address using the link below:
  2. Click your current primary email address in the top-right corner, and select Account settings.
  3. Under Email management, select Add another email.
  4. Follow the on-screen instructions to add and verify the new email address. After the new email address is verified, you are directed to the main Avast Account screen.
  5. Click your current primary email address in the top-right corner, and select Account settings.
  6. Click Set as primary next to the new email address.

If you are unable to update your primary email address via your Avast Account, contact Avast Support for assistance.

How can I update my address and other customer details?

Contact Avast Support and provide both your new and former details. We also recommend including your Order ID, so that we can update your details in our customer database.

You can find your Order ID (sometimes called an Order Number or reference ID) in the order confirmation email that you received after purchase.

Troubleshooting

Why is my Avast subscription more expensive than previously?

When you purchase an Avast subscription, we may offer you an initial discounted price. This offer applies only to the first subscription period, after which you are charged full price. The full subscription price is provided during purchase, and you are informed in advance by email before the payment is taken. If you are unhappy with the renewal price, cancel your subscription before the end of the current subscription period and you will not be charged.

What if my new subscription period does not include the time leftover from my previous subscription?

When you purchase an Avast subscription before your current subscription expires, the new subscription period automatically includes the amount of time remaining on your previous subscription. If our system fails to connect the subscriptions properly, contact Avast Support so that we can extend it manually.

What can I do if I don't receive an order confirmation email?

If you do not receive an order confirmation email after purchasing a subscription with a credit or debit card, try the solutions below:

  • Check the junk/spam folder in your email account in case the order confirmation was filtered from your inbox.
  • Order confirmation emails can take several hours to process and send. Check your email inbox and junk/spam folder again later.
  • If you do not immediately receive an order confirmation email, you can retrieve your activation code via the Avast Account that is linked to the email address you provided during the subscription purchase. For detailed instructions, refer to the following article:
  • Contact Avast Support and provide the full name and street address that should appear on your order. Once we identify your order, we will adjust your email address and resend the subscription details to you.

What can I do if my order is duplicated?

If your order is duplicated, contact Avast Support so that we can assist you. Depending on your preference, we can combine your orders to extend your Avast subscription period or refund the duplicate order.

What can I do if I am not satisfied with how Avast Support handled my order inquiry?

Avast Support aims to handle each issue fairly based on your specific case and our existing policies. If you're unsatisfied with the outcome of an order inquiry or feel that your case requires further review, contact Avast Support.

In your support ticket, provide as much information as possible about your case, including:

  • Your name
  • Order ID
  • Ticket ID (if applicable)

Additionally, provide as many details as possible, such as the name of the agent who dealt with your inquiry, a summary of your original issue, and any other information that you believe is pertinent to your case.

You can find your Order ID (sometimes called an Order Number or reference ID) in the order confirmation email that you received after purchase.
  • All paid Avast consumer products
  • All supported operating systems

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