Installation and setup

What should I do if installation fails?

If you experience issues trying to install Avast Cleanup, we recommend following the exact steps in the article linked below:

• Installing Avast Cleanup

What should I do if activation is unsuccessful?

If activation is unsuccessful, refer to the following article for advice:

• Troubleshooting activation issues in Avast products

What if I see an error message during setup?

If you see an error message during setup, refer to the following article for advice:

• Troubleshooting common activation error messages

Error messages

Why is Avast Cleanup asking me to purchase a subscription again?

This issue may occur for the following reasons:

• You need to reactivate Avast Cleanup because you have renewed or changed your subscription.
• You need to renew your subscription to continue using Avast Cleanup because your paid subscription (or free trial) has expired.

We recommend first checking the subscription status via your Avast Account:

1. Sign in to your Avast Account using the link below:
   • https://id.avast.com/sign-in
   Your Avast Account login is the email address that you provided during the subscription purchase. To sign into your Avast Account for the first time, refer to the following article: Activating your Avast Account.
2. Click the Subscriptions tile to open a list of your active and expired subscriptions.
3. Check the Subscription status for Avast Cleanup. You may see one of the following statuses:
   • Expired: Your subscription has expired. Click the Renew Now button to purchase a new subscription.
   • Subscribed / Expiring: You already have a valid subscription. To continue using Avast Cleanup, you need to activate your subscription. For detailed activation instructions, refer to the following article:
     • Activating Avast Cleanup

Why am I getting the error, "Well, this is embarrassing..."?

This error commonly occurs when there are conflicts with Windows services configuration. For detailed troubleshooting steps, refer to the following article:

• Troubleshooting when Avast Antivirus or Avast Cleanup Premium fails to load

General

Why won't Avast Cleanup Premium open?

This error commonly occurs when certain program files are outdated, corrupted, or missing. To troubleshoot this issue, follow the steps below:

1. Uninstall Avast Cleanup Premium. For detailed instructions, refer to the following article:
   • Uninstalling Avast Cleanup Premium
2. Reinstall Avast Cleanup Premium. For detailed instructions, refer to the following article:
   • Installing Avast Cleanup Premium
3. If Avast Cleanup Premium still fails to open, contact Avast Support using the contact form linked below:
   • Contact Avast Support

Why is Avast Cleanup Premium frozen?

This error can occur while Avast Cleanup Premium is scanning your PC. To troubleshoot this issue, follow the steps below:

1. Uninstall Avast Cleanup Premium. For detailed instructions, refer to the following article:
   • Uninstalling Avast Cleanup Premium
2. Reinstall Avast Cleanup Premium. For detailed instructions, refer to the following article:
   • Installing Avast Cleanup Premium
3. If Avast Cleanup Premium still freezes, contact Avast Support using the contact form linked below:
   • Contact Avast Support

Why is the program I want to use unresponsive now that Avast Cleanup Premium is installed?

You may have accidentally put the program to sleep during initial Avast Cleanup Premium setup. To troubleshoot this issue, follow the steps below:

1. Double-click the Avast Cleanup Premium icon on your desktop or taskbar to open the application.
2. Click All functions (the grid icon) on the right side of the main Avast Cleanup Premium dashboard.
3. Select Show background & startup programs.
4. Scroll to programs sleeping, and click it to expand the section.
5. Click Wake next to the program you want to use.
6. If the program you want to use still doesn't open, contact Avast Support using the contact form linked below:
   • Contact Avast Support

How can I check if my Avast Cleanup is up-to-date?

Avast Cleanup automatically updates whenever a new version of the application is released. To ensure you have the latest version of Avast Cleanup:

1. Open Avast Cleanup Premium and go to ☰ Menu ▸ Settings.
2. Select Update Cleanup to display your Avast Cleanup update status and related settings.

To ensure you have the latest version of Avast Cleanup:

1. Open Avast Cleanup Premium, then click Avast Cleanup on the left side of the Apple menu bar and select Check for updates.
2. Open Google Play Store and search for Avast Cleanup.
3. If any application updates are found, Avast Cleanup automatically updates. Click Got it when the update completes.
4. Select Avast Cleanup from the search results, then tap Update. If you do not see an Update button then your Avast Cleanup app is already up-to-date.

How can I check which version of Avast Cleanup I have?

To check which version of Avast Cleanup is installed on your device:

1. Open Avast Cleanup Premium and go to ☰ Menu ▸ About.
2. Open Avast Cleanup Premium, then click Avast Cleanup on the left side of the Apple menu bar and select About Avast Cleanup Premium.
3. Open Avast Cleanup and go to ☰ Menu (three lines) ▸ About this app.
4. The application version number is listed next to Program version.
5. The application version number is listed on the About window that opens.
6. The application version number is listed under Avast Cleanup.

How do I uninstall Avast Cleanup Premium?

For detailed uninstallation instructions, refer to the following article:

• Uninstalling Avast Cleanup Premium

Contact Avast Support

How do I report a problem or suspected bug?

If Avast Cleanup Premium produces unexpected results or error messages, report the issue to Avast Support. Send a detailed description of how to reproduce the error and include the following information:

• Your Windows version
• Your macOS version
• The brand and model of your PC and graphics card
• A detailed description of the problem and how to reproduce the issue
• Any error messages displayed
• Any differences on your PC following the Avast Cleanup Premium issue
• Any differences on your Mac following the Avast Cleanup Premium issue

We offer many self-help articles on the Avast Support pages. However, some issues may require deeper investigation by Avast Support.

Report any issues to our support team by following the steps below:

1. Open Avast Cleanup and go to ☰ Menu (three lines) ▸ Help & Feedback.
2. Tap Direct support.
3. Complete all the required fields, then tap Submit.

How do I report a falsely identified junk file or program that Avast Cleanup Premium removed from my system?

If Avast Cleanup Premium disables or removes a file or a program that you wanted to keep, report the issue to Avast Support. Include the exact file or program name, all relevant details, and the undesired result.