Troubleshooting activation issues in Avast mobile apps

This article explains how to resolve the issue if an Avast Android app does not detect a paid subscription purchased via Google Play Store.

To learn how to troubleshoot activation issues with subscriptions purchased via the official Avast website, refer to the following article instead:

To troubleshoot an activation issue in Google Play Store, follow the steps in the sections below in order:

Clear Google Play Store data

These steps can differ slightly depending on your device model, Android version, and vendor customizations.

We recommend clearing your Google Play Store data by following the steps below:

  1. Open your device Settings and go to Apps.
  2. Select Google Play Store.
  3. Tap StorageClear Data (or just Clear Data). If prompted, tap OK to confirm.
    When you clear Google Play Store app data, all your settings for this app are removed.
  4. Tap the Play Store icon on the Home screen of your device to open Google Play Store. If prompted, accept the Terms of service.

Google Play Store data is now cleared. Follow the steps in the section below to restore your subscription.

Restore your subscription

After clearing Google Play Store data, refer to the relevant section below for instructions to restore your subscription.

Your Avast Android app:

 

Avast Mobile Security

  1. Open Avast Mobile Security and tap Upgrade in the top-right corner.
  2. Select More options (three dots) ▸ Already purchased?.
  3. Tap Restore from Google Play.

The app automatically retrieves and activates your Avast Mobile Security subscription from Google Play Store. If activation fails, follow the steps in this article to connect to the correct Google Account.

 

Avast Cleanup

  1. Open Avast Cleanup and tap Upgrade in the top-right corner.
  2. Select More options (three dots) ▸ Restore license.

The app automatically retrieves and activates your Avast Cleanup subscription from Google Play Store. If activation fails, follow the steps in this article to connect to the correct Google Account.

 

Avast SecureLine VPN

  1. Open Avast SecureLine VPN and tap Already purchased?, ...or go to Settings (the gear icon) ▸ SubscriptionAlready purchased?.
  2. Select Restore from Google Play.

The app automatically retrieves and activates your Avast SecureLine VPN subscription from Google Play Store. If activation fails, follow the steps in this article to connect to the correct Google Account.

Connect to the correct Google Account

If clearing Google Play Store data did not resolve the issue, follow the steps below to sign in to the correct Google Account:

  1. Uninstall your Avast Android app. For instructions, refer to the relevant article below:
  2. Tap the Play Store icon on the Home screen of your device to open Google Play Store.
  3. Tap the profile icon that appears in the top-right corner of the screen.
  4. Check the Google Account that appears at the top of the screen. If this is not the Google Account that you used during your purchase, follow the relevant step below:
    • Switch accounts: Tap the down-arrow and select the Google Account that you used during purchase.
    • Add an account: If you do not see the Google Account that you used during purchase, you can add the account. Refer to the instructions under Switch accounts on the Google Play website on a mobile device in the following article from Google Play Help:
If you are not sure which Google Account you used during purchase, you can check which subscriptions are linked to the current Google Account:
  1. Open Google Play Store on your Android device.
  2. Tap your profile icon in the top-right corner.
  3. Select Payments and subscriptionsSubscriptions to open a list of the linked subscriptions.

You are now signed in to the correct Google Account. Follow the steps in the section below to reinstall the app and restore your subscription.

Reinstall the app

Refer to the relevant section below for instructions to reinstall the app and restore your subscription.

Your Avast Android app:

 

Avast Mobile Security

  1. Install the latest version of Avast Mobile Security from Google Play Store.
  2. After installation, open the app and tap Scan now to perform an initial scan of your device.
  3. When prompted, tap Get complete protection.
  4. Tap More options (three dots) ▸ Already purchased?.
  5. Select Restore from Google Play.

The app automatically retrieves and activates your Avast Mobile Security subscription from Google Play Store. If activation fails, refer to the Still need help? section.

 

Avast Cleanup

  1. Install the latest version of Avast Cleanup from Google Play Store.
  2. After installation, open the app and tap Get startedUpgrade now.
  3. Tap More options (three dots) ▸ Restore license.

The app automatically retrieves and activates your Avast Cleanup subscription from Google Play Store. If activation fails, refer to the Still need help? section.

 

Avast SecureLine VPN

  1. Install the latest version of Avast SecureLine VPN from Google Play Store.
  2. After installation, open the app and tap Already purchased?.
  3. Select Restore from Google Play.

The app automatically retrieves and activates your Avast SecureLine VPN subscription from Google Play Store. If activation fails, refer to the Still need help? section.

Still need help?

If this article did not help you to restore your subscription, you can contact Avast Support for further assistance. Follow the relevant steps according to your app:

  • Avast Mobile Security: Open Avast Mobile Security and go to Menu (three lines) ▸ Help & Feedback. Tap FAQS five times. Complete all of the fields, provide a detailed description of your issue, and tap Message us.
  • Avast Cleanup: Open Avast Cleanup and go to Menu (three lines) ▸ Help & Feedback. Tap FAQ five times. Complete all of the fields, provide a detailed description of your issue, and tap Submit.
  • Avast SecureLine VPN: Go to the Avast Technical Support form. Complete all of the fields, provide a detailed description of your issue, and tap Submit Request.

An Avast Support representative will contact you as soon as possible.

This article explains how to resolve the issue if an Avast iOS app does not detect a paid subscription purchased via the App Store.

To learn how to troubleshoot activation issues with subscriptions purchased via the official Avast website, refer to the following article instead:

To troubleshoot an activation issue via the App Store, follow the steps in the sections below in order:

Restore your subscription

Try to restore your subscription by following the exact steps in the relevant section below:

Your Avast iOS app:

 

Avast Mobile Security

  1. Open Avast Mobile Security and tap Upgrade in the top-right corner.
  2. Select Already purchased?.
  3. Tap Restore from iTunes.

The app automatically retrieves and activates your Avast Mobile Security subscription from the App Store. If activation fails, follow the steps in this article to connect to the correct Apple ID.

 

Avast SecureLine VPN

  1. Open Avast SecureLine VPN and tap Already purchased?, ...or go to Settings (the gear icon) ▸ SubscriptionAlready purchased?.
  2. Select Restore from App Store.

The app automatically retrieves and activates your Avast SecureLine VPN subscription from the App Store. If activation fails, follow the steps in this article to connect to the correct Apple ID.

Connect to the correct Apple ID

Follow the steps below to ensure you are signed in with the correct Apple ID:

  1. Uninstall your Avast iOS app. For instructions, refer to the relevant article below:
  2. Go to your device Settings.
  3. Check that the Apple ID at the top of the Settings screen is the same Apple ID that you used during purchase.
  4. To sign in with a different Apple ID:
    • Tap the current Apple ID at the top of the Settings screen.
    • Scroll down and tap Sign Out.
    • After you are signed out, sign in with the Apple ID that you used during purchase.
If you are not sure which Apple ID you used during purchase, you can check which subscriptions are linked to the current Apple ID:
  1. Open the App Store on your iOS device.
  2. Tap your profile icon in the top-right corner.
  3. Select Purchased to open a list of the linked subscriptions.

You are now signed in with the correct Apple ID. Follow the steps in the section below to reinstall the app and restore your subscription.

Reinstall the app

Refer to the relevant section below for instructions to reinstall the app and restore your subscription.

Your Avast iOS app:

 

Avast Mobile Security

  1. Install the latest version of Avast Mobile Security from the App Store.
  2. After installation, open the app and tap Not now.
  3. Tap Upgrade in the top-right corner.
  4. Tap Already purchased?.
  5. Select Restore from iTunes.

The app automatically retrieves and activates your Avast Mobile Security subscription from the App Store. If activation fails, refer to the Still need help? section.

 

Avast SecureLine VPN

  1. Install the latest version of Avast SecureLine VPN from the App Store.
  2. After installation, open the app and tap Already purchased?.
  3. Select Restore from App Store.

The app automatically retrieves and activates your Avast SecureLine VPN subscription from the App Store. If activation fails, refer to the Still need help? section.

Still need help?

If this article did not help you to restore your subscription, you can contact Avast Support for further assistance. Follow the relevant steps according to your app:

  • Avast Mobile Security: Go to the Avast Technical Support form. Complete all of the fields, provide a detailed description of your issue, and tap Submit Request.
  • Avast SecureLine VPN: Go to the Avast Technical Support form. Complete all of the fields, provide a detailed description of your issue, and tap Submit Request.

An Avast Support representative will contact you as soon as possible.

  • Avast Mobile Security 6.x for Android
  • Avast Cleanup 5.x for Android
  • Avast SecureLine VPN 6.x for Android
     
  • Avast Mobile Security 2.x for iOS
  • Avast SecureLine VPN 6.x for iOS
  • Google Android 6.0 (Lollipop, API 23) or later
  • Apple iOS 12.0 or later

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