General

What is Avast Care?

Avast Care is a paid service that provides 24/7 premium support by phone for all the Avast products on your Windows PC. Our trained experts are available not only to solve technical issues, but also to get your Avast products set up and running correctly, show you how to use them, and customize them for your needs. Avast Care helps you get the most out of your Avast products for the entire subscription period.

Does Avast Care cover all my Avast products?

You can use your Avast Care subscription to get 24/7 premium support for the following products:

• Avast Premium Security for Windows (Single-Device and Multi-Device)
• Avast Cleanup Premium for Windows (Single-Device and Multi-Device)
• Avast SecureLine VPN for Windows (Multi-Device)
• Avast AntiTrack Premium for Windows
• Avast Driver Updater for Windows

What kind of services does Avast Care provide?

Below are some examples of how our Avast Care experts can help you:

• Expert Install: Our Avast Care experts can help with installing, or re-installing Avast products and setting them up for you.
• Virus & Spyware Removal: If you suspect your device is infected, our Avast Care experts can verify whether any malware is present on your device and remove it.
• PC Tune Up: When your PC speed and performance need boosting, our Avast Care experts will tweak your settings to get your PC running like new again.
• PC Health Check: If your PC is displaying error messages and behaving oddly, our Avast Care experts will diagnose and fix issues to get your PC up and running again.

How will you fix the problem on my computer?

With your permission, our Avast Care experts will remotely access your computer. They can solve most issues remotely, and show you how to best utilize your Avast product features, all from the convenience of your own home.

What is the difference between Avast Care and Avast Support?

Avast Care gives you access to immediate help and advice by phone 24 hours a day, 7 days a week. Our Avast Care experts are trained to troubleshoot and fix problems by remotely connecting to your PC. They'll additionally share their expertise to keep your device secure and running smoothly.

The standard Avast Support service does not include remote access troubleshooting. When you contact Avast Support, our support agents can only provide advice or instructions based on your description of the issue. Response times vary depending on the support workload and type of issue.

What is the difference between Avast Care and Avast Premium Tech Support?

Avast Care provides 24/7 premium support exclusively for the Avast products on your Windows PC. This service is specifically designed to complement our most popular Avast products:

• Avast Premium Security for Windows (Single-Device and Multi-Device)
• Avast Cleanup Premium for Windows (Single-Device and Multi-Device)
• Avast SecureLine VPN for Windows (Multi-Device)
• Avast AntiTrack Premium for Windows
• Avast Driver Updater for Windows

Avast Premium Tech Support is a comprehensive technical support package that can include assistance for most software and operating system issues, not just our Avast products for Windows. Our Premium Tech Support specialists can help you with common issues such as installing third-party software, connecting devices to your wireless network, keeping your network secure, and ensuring all your devices are protected.

Is Avast Care available in languages other than English?

Currently, Avast Care is only available in English.

Purchase and activation

How do I purchase Avast Care?

We offer Avast Care as an optional add-on when you purchase one of the following Avast products:

• Avast Premium Security for Windows (Single-Device and Multi-Device)
• Avast Cleanup Premium for Windows (Single-Device and Multi-Device)
• Avast SecureLine VPN for Windows (Multi-Device)
• Avast AntiTrack Premium for Windows
• Avast Driver Updater for Windows

When ordering an Avast product, click Add to order on the Avast Care special offer banner at checkout.

Can I get Avast Care if I've already purchased an Avast product?

Avast Care is only available as an add-on at the time of purchase with another Avast product. Avast care is not available as a standalone subscription.

How do I activate my Avast Care subscription?

You do not need to install or activate additional software to use Avast Care. Just call our Avast Care experts when you want help with your Avast products. We verify your subscription by asking you to provide details from your order confirmation email, such as your email address, name, and order ID.

How do I contact the Avast Care experts?

You can reach our Avast Care experts by phone 24 hours a day, 7 days a week. The Avast Care phone number is included in the order confirmation email you received after purchase.

What happens when I call the Avast Care experts?

First, our Avast Care experts will verify your subscription by asking for details from your order confirmation email, such as your email address, name, and order ID. Then, they will ask for your permission to remotely access your computer. After you give consent, they will remotely connect to your PC and troubleshoot the issue you are experiencing, or demonstrate how to use and customize your Avast product.

Cancellation and refunds

How can I cancel my subscription?

To cancel a continuous subscription:

1. Click the following link to open our cancellation request form:
   • Unsubscribe from Avast Care
2. Enter your first name, surname, and the email address linked to your purchase.
3. Type or paste your Order ID.
4. Click Submit request.

Your cancellation request is now submitted. A confirmation email will be sent to the email address you provided.

Can I cancel my Avast Care subscription, but keep my Avast product subscription?

Yes, it is possible to cancel only your Avast Care subscription and keep any other Avast product subscriptions you purchased.

After submitting a cancellation request, an Avast Support representative will contact you to confirm which part of your order you wish to cancel.

Can I keep my Avast Care subscription if I cancel my Avast product subscription?

If you decide to cancel the Avast product subscription that was purchased in conjunction with Avast Care, your whole order will be canceled, including your Avast Care subscription. For example, if you ordered Avast Premium Security plus Avast Care, and you decide to cancel your Avast Premium Security subscription, both your Avast Premium Security and your Avast Care subscriptions will be canceled.

It is only possible to retain an Avast Care subscription if you request this at the time of cancellation and you have at least one other valid Avast subscription. For example, if you ordered Avast Premium Security plus Avast Care, a single refund for Avast Premium Security can be issued if you have another valid Avast product subscription, such as Avast SecureLine VPN.

How can I get a refund?

To request a refund, click the button below and follow the on-screen instructions:

For detailed instructions about refund eligibility and requests, refer to the following article:

• Requesting a refund for an Avast subscription