Sales: Orders and Renewals - FAQs

Frequently Asked Questions

Renewals

Payment Information

Order Processing

Miscellaneous

How do I cancel auto-renewal of my Avast license?

To disable auto-renewal of the Avast software license, follow the steps described for the distributor you used to purchase the license.

What if my renewal license was not automatically added to the remaining period of my current license?

Your renewed Avast license is normally extended automatically by the remaining period of your previous license. However, occasionally our system does not connect the renewal request properly. If you face this error, please submit a ticket to us and we will be happy to prolong your license manually.

What name appears on my statement for orders paid by debit/credit card?

Avast has partnered with established eCommerce providers that manage online sales and distribution software products and services for Avast software. If you purchase an Avast license online from the official Avast website or from an offer within your Avast software product, the transaction and order is fulfilled by one of these authorized partners.

Below you will find the contact information, as well as the descriptors that will be listed on your credit card statement and allow you to identify from which authorized Avast distributor you purchased your product.

  • Digital River
    Credit card descriptors used: DRIAvast, Digital River, DRI, DR*Avast
    Company Website: www.digitalriver.com
    Transaction inquiries: Contact form
  • Nexway
    Credit card descriptors used: Nexwaysoftware.com, Avast/Nexway, Nexway SAS, Nexway S.A.R.L.
    Company Website: www.nexway.com
    Transaction inquiries: Contact form
  • Cleverbridge
    Credit card descriptors used: CBA*AVAST Software s.r.o
    Company Website: www.cleverbridge.com
    Transaction inquiries: Contact form

If you see a charge on your credit card that you do not recognize, or need assistance with processing your order, please feel free to contact the corresponding authorized distributors directly.

How can I update my debit/credit card details for an auto-renewing subscription?

To update payment card information, please follow the steps in the following articles.

Where can I get a copy of my order invoice?

  • For orders processed by Digital River, you can view or print your order invoice from the Digital River web portal.
  • For orders processed by Nexway, you can view or print your order invoice from the Nexway web portal. Please select your region below to visit the correct portal:

You will need the login information from your original order confirmation email.

How long does it take to process orders paid by wire transfer?

If you chose to pay by Wire Transfer the payment can take several days to clear depending on the country where the transfer originated. We only issue the Avast license once the full payment is received. Please allow a minimum of 7 days for the funds to reach our distributors before contacting us. If you still have not received your license after 7 days, please submit a ticket to us and we will work to resolve this for you.

What can I do if I already paid by debit/credit card but I didn't receive my Avast license?

Check your junk/spam folder in case the order confirmation was filtered from your inbox.

If you don't find your order confirmation, you can download your license for most products directly from your Avast Account when you login with the e-mail address matching your purchase.

For Avast Antivirus, you can also request a copy of your license file via the license center. You must enter the e-mail address matching your purchase, and the license will be sent to you.

If you are unable to receive your order confirmation, and resending the license doesn't work, most likely the e-mail address entered for your order has a typo. In such case please submit a ticket to us including your Full Name and Street Address as entered in the purchase form, and if possible your Order Number (found on the order confirmation screen after purchase). We will use this data to thoroughly search our databases for your order. We can then adjust your e-mail address and resend the license to you.

What can I do if my order was duplicated?

If your order has been duplicated, the easiest solution is to combine the orders and prolong your license. Please submit a ticket to us and we will be happy to assist you.

In case you prefer a refund, and your order is eligible for return, we honor our regular refund policy in such cases.

Where can I get a copy of my license file or activation code?

For most products you can download your license directly from my.avast.com when you login with the e-mail address matching your purchase. For Avast Antivirus you can request a copy of your license file via the license center. You must enter the e-mail address matching your purchase.

For other products please submit a ticket to us including your name and order number so we can identify your order.

How can I update my e-mail address and/or other customer details?

We are happy to update your details for you. Please submit a ticket to us including your old and new details, and if possible your Order Number (found on your order confirmation / receipt). We can then update your details in our customer database.

What if I am not satisfied with how Avast support staff handled my order query?

All Avast staff work hard to ensure our customers receive the best and most accurate answer possible. We base our decisions on existing policies. If you feel that your case requires further review, please submit a ticket to us with the following details:

  • Your Name
  • Order Number
  • Ticket ID (if this is regarding an open issue)
  • Name of staff member who dealt with your original query
  • Details of the original issue
  • Any other information that is pertinent to your case

How do I request a refund?

In case you prefer a refund, and your order is eligible for return, we honor our regular refund policy in such cases.

What is the return policy for Avast products?

Before applying for a refund, please take advantage of our support options to get your Avast product installed and running properly. Common topics include:

 

If you still need help, you can contact our support team directly and our staff will gladly assist you.

 

If you are unsatisfied, we offer a 30-day, money-back guarantee from the date of purchase for most products*. To apply for a refund, submit a ticket to us with the following details:

  • Your Name
  • Order Number
  • Details of your request (why you are requesting a refund)
  • Any other information that is pertinent to your case
* Restrictions apply to certain orders according to the terms and conditions presented at the time of purchase. For example:
  • Mobile products purchased from Google Play store follow the Google Play return policy.
  • Mobile products purchased from iTunes store follow iTunes policy. Please contact iTunes support for assistance.
  • Total Support subscriptions which have been used are not eligible for refund.

Can I transfer my license to a different computer?

Your Avast product license is transferable in case you replace your PC, or if you just want to use the subscription on a different PC. You simply need to uninstall the paid Avast program on the old machine (if possible) and then install the software and activate the license on the new machine. You can find the files you need on our webpages:

In case of multiple-use licenses, you can activate the same license on the specified number of devices.

What is covered by a Total Support subscription?

Total Support is a maintenance service subscription. The following services are included:

  • Removing viruses
  • Resolving PC error messages
  • Fixing security problems
  • Removing persistent pop-ups
  • Optimizing PC performance
  • Eliminating unnecessary processes
  • Clearing junk files and performing defragmentation
  • Configuring Windows updates
  • Connecting PC with external devices such as printers, cameras, scanners, MP3 players
  • Removing unused and/or incompatible software
  • Installing consumer application software such as Microsoft, Adobe, Intuit - customer must have original CD/downloaded image AND legal license key
  • Securing data between computers and synchronizing local data
  • Moving personal data from one computer to another (once per year)
  • Setting up and synchronizing data backup - customer must provide a local storage device
  • Setting up network security
There is no antivirus or any other product included in this maintenance service contract.

If you have any inquiries about your subscription, please refer to the Total Support phone number for your region as listed at avast.com/total-support.

  • All available Avast software products
  • All supported operating systems

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