Sales and Billing - FAQs

Billing

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

The information in this section applies for subscriptions purchased via the official Avast website, or via any Avast application on your PC or Mac.

Your billing date varies according to the type of subscription that you purchased:

  • 1, 2, and 3-year subscriptions: Your billing date is 15 days before the start of the next subscription period.
  • Monthly subscriptions: Your billing date is 2 days before the start of the next subscription period.

You can confirm your next billing date in the following places:

  • The reminder email that you receive from no.reply@avast.com (or in some cases info@customer.avast.com). We always notify you in advance by email before you are charged for an Avast subscription.
  • Your Avast Account that is linked to the email address you provided during the subscription purchase. The next billing date for each subscription is visible on the Subscriptions screen next to Next charge.
The information in this section only applies for subscriptions purchased via Google Play Store.

To check the next billing date for apps purchased via Google Play Store, follow the steps below:

  1. Ensure you are signed in to Google Play Store with the Google Account that you used to purchase your Avast subscription.
  2. Open Google Play Store on your Android device.
  3. Tap Menu (three lines) ▸ Subscriptions.
  4. The next billing date for each Active subscription is shown next to Next payment.
The information in this section only applies for subscriptions purchased via the App Store.

To check the next billing date for apps purchased via the App Store, follow the steps below:

  1. Ensure you are signed in to the App Store with the Apple ID that you used to purchase your Avast subscription.
  2. Open the App Store on your iOS device.
  3. Tap your profile image in the top-right corner of the screen.
  4. Tap Subscriptions.
  5. The next billing date for each Active subscription is shown next to Renews.

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
  • 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)
  • Nexway:
    • Nexwaysoftware.com, Avast/Nexway, Nexway SAS, Nexway S.A.R.L.
  • AstroPay:
    • AstroPay, Webpay Srl, Mercado Pago Avast
  • Cleverbridge:
    • CBA*AVAST Software s.r.o

How can I identify which authorized reseller processed my order?

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 using one of the methods below:

  • Billing Statement: Check the descriptor that appears next to the purchase on your billing statement.
  • Order confirmation email: Open the order confirmation email that you received after purchase. The reseller that processed the order is normally shown in the body of the email under Authorized reseller.

What happens if my credit/debit card has expired?

We send you a notification email if your card has been blocked, has expired, or will expire before a scheduled payment. This email allows you to renew your subscription by providing new card details, or selecting a different payment method.

If you no longer want to use your Avast product, 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 reseller 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.

Allsoft (Softline Group company)

You need to contact Allsoft directly to get a copy of your order invoice. For more information, refer to the relevant link below according to your region:

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 resellers

Request a copy of your order invoice by contacting the authorized reseller 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. Select the product you want to have refunded, then click Next.
  3. Complete the form with the requested details, then click Submit Request.

Where can I find my order ID?

Your Avast order number is located in the confirmation email that you receive after completing a purchase. For more information about locating 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 retail store or 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 do Avast subscriptions work?

Avast products are sold as continuous subscriptions. This means that your subscription renews at the end of each subscription period unless you manually cancel it. You receive a notification email from Avast before you are charged, which informs you about the up-coming payment, and contains instructions on how to cancel your subscription if you do not want to be charged. The exact billing date varies according to the type of subscription that you purchased:

  • 1, 2, and 3-year subscriptions: 15 days before the start of the next subscription period.
  • Monthly subscriptions: 2 days before the start of the next subscription period.

You can see a list of your current Avast subscriptions (including the next billing date) in your Avast Account.

To remain informed about all future payments relating to your Avast subscriptions, we recommend ensuring that emails from no.reply@avast.com (or info@customer.avast.com) are not marked as spam or junk.

How can I cancel an Avast subscription?

The information below applies for subscriptions purchased online from the official Avast website. 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.

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:

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:

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 payment details?

It is not always necessary to manually update your payment details. This is because:

  • Many credit/debit card companies use account updater services to automatically update your card details if your card is lost, expired, or replaced.
  • We send you a notification email if your card has been blocked, has expired, or will expire before a scheduled payment. This email allows you to renew your subscription by providing new card details, or selecting a different payment method.

If you still need to update your payment details after reviewing the information above, we recommend contacting Avast Support.

You may also be able to update your payment details using an alternative method. Refer to the instructions in the relevant section below according to the authorized reseller 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:

How can I update my contact email address?

You can update the email address where you receive notification emails (for example, notifications about up-coming payments) in 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. For more information about locating your Order ID, refer to the following article:

Troubleshooting

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 check 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.

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 next billing date.

The exact billing date varies according to the type of subscription that you purchased:

  • 1, 2, and 3-year subscriptions: 15 days before the start of the next subscription period.
  • Monthly subscriptions: 2 days before the start of the next subscription period.

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 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. For more information about locating your Order ID, refer to the following article:
  • All paid Avast consumer products
  • All supported operating systems

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