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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 can be up to 35 days before the start of the next subscription period (for another 1 year).
  • Monthly subscriptions: Your billing date is 7 days before the expiration date for Digital River, 1 day before the expiration date for 2Checkout, and the final day of your subscription for Softline and Cleverbridge.
  • Avast trial subscriptions: Your billing date is the final day of your free-trial period.

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

  • The reminder email that you receive from notification@emails.avast.com or no.reply@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 My subscriptions screen next to Next payment date.

If your payment cannot be processed in the regular billing period before your current Avast subscription expires, we try to complete your pending payment up to 14 days after the expiration date.

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 your profile image in the top-right corner and select Payments and subscriptions.
  4. Tap Subscriptions.
  5. 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.

The list below includes the different descriptors used by each of our authorized partners:

  • Digital River:
    • Digital River, Digital River Company, DigRiv Ireland Ltd, DRI, DRIAvast, DR*Avast
  • Allsoft (Softline Group company):
    • NILTASOFT LIMITED (for the Czech Republic and Poland), ALMATY/SOFTLINE (for Kazakhstan), MOSKVA.G AVAST (for Russia), KYIV/PAYMASTER.UA (for Ukraine), Avast Assist (for all supported countries)
  • Nexway:
    • Nexwaysoftware.com, Avast/Nexway, Nexway SAS, Nexway S.A.R.L.
  • Cleverbridge:
    • CBA*AVAST Software s.r.o

If you need additional help to verify the source of an unexpected charge from Avast, refer to the following article:

What happens if my credit/debit card has expired?

When you receive a new credit/debit card because your previous card is lost or has expired, most card companies use account updater services to automatically update your payment details. This allows us to renew your subscription without you manually updating your details.

To verify if your credit/debit card company uses an account updater service, contact them directly or check their support pages.

If you no longer want to use a paid Avast product, you need to cancel your subscription before the next billing date to stop future charges. An expired credit/debit card does not guarantee that you will not be charged.

Refer to this article for instructions on how to cancel your subscription.

How can I update my payment details?

To learn how to update your payment details for an Avast subscription, refer to the following article:

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:

You can retrieve a copy of your order invoice via the Avast Account that is linked to the email address you provided at checkout. Follow the steps below:

  1. Sign in to your Avast Account and click See your order history on the Order history tile.
  2. Click Get invoice in the box for the relevant Avast purchase.
  • If you do not have an Avast Account, you can create one with the email address you provided during the subscription purchase.
  • If you do not know the password for your Avast Account, you can reset it.

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

You can retrieve a copy of your your order invoice via the Nexway web portal. To access the Nexway web portal 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:

You can request a copy of your order invoice by contacting Cleverbridge directly:

Where can I find my order ID number?

You can find your Order ID (sometimes called an Order Number or reference ID) either in your Avast Account, or in the order confirmation email that you received after purchase. For more information about locating your Order ID, refer to the following article:

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.

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.

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.
  • Online purchase via Google Play.

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

The 30-day money-back guarantee does not apply to Avast products purchased using the methods below:

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

How can I request a refund?

For detailed instructions to request a refund, refer to the following article:

For payments made by credit/debit card or PayPal, the refund process can take up to 7 business days. For other payment methods, the refund process can take up to 14 business days.

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 before the next billing date.

Refer to this article for instructions to cancel your subscription.

How can I cancel an Avast subscription?

  1. Sign in to your Avast Account using the link below:
  2. Click Manage subscriptions on the My 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 to cancel a subscription via your Avast Account, refer to the following article: Canceling an Avast subscription via your Avast Account

  1. Click Unsubscribe on the Avast Support homepage.
  2. If prompted to manage your subscription via your Avast Account, click No, continue to support.
  3. Use the drop-down menu to select your reason for unsubscribing.
  4. The contact options available differ according to current availability and region. If more than one contact option is available, select your preferred option.
  5. Follow the on-screen instructions to contact Avast Support using the selected contact option.
    If you need to locate your Order ID, refer to the following article for instructions on where to find it: Finding your Avast order ID number

For detailed instructions to cancel an Avast subscription via Avast Support, refer to the following article:

The information in this section only applies for subscriptions purchased via Google Play Store.
  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 your profile image in the top-right corner and select Payments and subscriptions.
  4. Tap Subscriptions.
  5. Select the Avast subscription that you want to cancel.
  6. Tap Cancel Subscription.
  7. Follow the on-screen instructions to complete the cancellation.

For detailed instructions to cancel an Avast subscription via Google Play Store, refer to the following article:

The information in this section only applies for subscriptions purchased via the App Store.
  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. Select the Avast subscription that you want to cancel.
  6. Tap Cancel Subscription (or Cancel Free Trial).
  7. Tap Confirm to confirm the cancellation.

For detailed instructions to cancel an Avast subscription via the App Store, refer to the following article:

For answers to additional questions about canceling an Avast subscription, refer to the following article: Canceling an Avast subscription - Frequently Asked Questions

Do I need to cancel my Avast free trial?

If you entered payment card details before starting a free trial, you need to cancel the trial subscription before it ends 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 on the last day of the free trial.

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

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

What can I do if my Avast subscription has expired?

For information about managing an expired Avast subscription, refer to the following article:

Customer Details

How can I update my contact email address and other customer details?

If you need to update your email address or other customer details, contact Avast Support and provide both your new and former details.

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.
  • Check your email inbox and junk/spam folder again later. Order confirmation emails can take several hours to process and send.
  • 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: Retrieving an activation code from your Avast Account
  • 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 to stop future charges.

Refer to this article for instructions to cancel your subscription.

What if my new subscription period does not include the leftover time 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.

  • All paid Avast consumer products
  • All supported operating systems


Updated on: 02/06/2022

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