Sales: Orders and Renewals - FAQs

Frequently Asked Questions

Subscriptions

Renewals

Payment Information

Order Processing

General

Refunds

How can I obtain a copy of the license file or activation code for my subscription?

For most products, you can view your activation code or download your license file directly from your Avast Account when you log in with the email address you used to make your purchase. For Avast Antivirus, you can also request a copy of your license file by providing the email address you used to make the purchase.

For other products, contact Avast Support and provide your name and order number so that we can identify your order.

What do I do if the license file from my order confirmation email is modified or corrupted?

If you received a modified or corrupted license file in your order confirmation email, repair and reset Avast Antivirus:

If the issue persists, perform one of the following steps:

  • Download a copy of your license directly from your Avast Account (for all Avast products):
  • Request a copy of your license file (for Avast Antivirus only) by providing the email address you used to make the purchase.

If the newly downloaded license is also modified or corrupted, contact Avast Support and provide your name and order number so that we can identify your order.

Can I transfer my Avast subscription to a different PC?

Yes. For information about transferring an Avast subscription from one PC to another, refer to the following article:

If you have a multi-use subscription, you can activate your subscription on the number of devices specified in your order confirmation email.

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

For instructions to disable auto-renewal of your Avast software subscription, refer to one of the following articles according to the distributor you purchased the subscription from:

If your order was processed by Allsoft (Softline Group company), contact Allsoft directly to cancel auto-renewal.

To disable auto-renewal of your Avast subscription, follow these steps:

  1. Open iTunes and ensure you are signed in with your Apple ID.
  2. Click Account at the top of your computer screen, then select View My Account.
  3. Type your password, then click View Account.
  4. On the Account Information page, scroll down to Settings.
  5. Click Manage next to Subscriptions.
  6. Click Edit next to the relevant Avast subscription, then click Cancel Subscription.

For detailed instructions, refer to the following Apple Support article:

To disable auto-renewal of your Avast subscription, follow these steps:

  1. Open Google Play Store on your device.
  2. Tap the Menu icon on the top-left corner of your screen, then select Account from the list.
  3. Tap Subscriptions, then tap Cancel below the relevant Avast subscription.
  4. Tap Cancel Subscription to confirm the cancellation.

For detailed instructions, refer to the following article:

To disable auto-renewal of your Avast subscription, follow these steps:

  1. Open your device settings and tap iTunes and App Store.
  2. Tap your Apple ID at the top of the screen, then tap View Apple ID.
  3. Tap Subscriptions, then tap the relevant Avast subscription.
  4. Turn off Automatic Renewal for your subscription.

For detailed instructions, refer to the following Apple Support article:

What do I do if my renewed subscription period does not include time leftover from my previous subscription?

When you renew an Avast software 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 renewal request properly, contact Avast Support so that we can extend your subscription manually.

How do I recognize Avast purchases on my debit/credit card statement?

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

Below are the contact details of each of our authorized distributors as well as the credit card descriptors that appear on your credit card statement when you purchase a subscription from them. Refer to these details to help you identify which Avast distributor you purchased your subscription from.

  • Digital River
    Credit card descriptors: DRIAvast, Digital River, DRI, DR*Avast
    Company website: www.digitalriver.com
    Transaction inquiries: Contact form
  • Nexway
    Credit card descriptors: Nexwaysoftware.com, Avast/Nexway, Nexway SAS, Nexway S.A.R.L.
    Company website: www.nexway.com
    Transaction inquiries: Contact form
  • Cleverbridge
    Credit card descriptors: CBA*AVAST Software s.r.o
    Company website: www.cleverbridge.com
    Transaction inquiries: Contact form
  • Allsoft (Softline Group company)
    Credit card descriptors: NILTASOFT LIMITED (for Poland), MOSKVA.G AVAST (for Russia), ALMATY/SOFTLINE (for Kazachstan), KYIV/PAYMASTER.UA (for Ukraine)
    Company website: www.allsoft.ru
    Transaction inquiries: Contact form
You can also find the credit card descriptor indicating which distributor you purchased your Avast subscription from in your order confirmation email.

If you see a charge on your credit card that you do not recognize or you need assistance with an order, contact your authorized distributor directly.

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

For instructions to update your payment details for an auto-renewal subscription, refer to one of the following articles according to the distributor you used to purchase the subscription:

If your order was processed by Allsoft (Softline Group company), contact Allsoft directly to update your payment details.

How can I obtain a copy of my order invoice?

You can obtain a copy of an order invoice according to your order distributor:

  • Digital River: view or print your order invoice from the Digital River web portal using the login information in your order confirmation email.
  • Nexway: view or print your order invoice from the Nexway web portal using the login information in your order confirmation email. The Nexway web portal varies according to your region:
  • Allsoft (Softline Group company): contact Allsoft directly and request a copy of your order invoice. Invoices for Polish customers are attached to the order confirmation email.

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 originated. 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 several days, contact Avast Support for assistance.

Why haven't I received my Avast subscription after making a credit/debit card purchase?

If you do not receive an order confirmation email containing your Avast subscription details after purchasing a subscription with a credit or debit card, we recommend you firstly check the junk/spam folder in your email account in case the order confirmation was filtered from your inbox.

Order confirmation emails can take several hours to process and send. If you do not receive the email immediately after making the purchase, check your email inbox and junk/spam folder again later.

If your order confirmation email does not arrive to your email inbox or junk/spam folder, you can obtain your license or activation code from your Avast Account:

  1. Log into your Avast Account using the same email address you used to make the purchase.
  2. Tap Your Licenses to open a list of your subscriptions.
  3. Next to the relevant product, tap Activation code to see the activation code or tap License to download a license file.

For Avast Antivirus, you can also request a copy of your license file by providing the email address you used to make the purchase.

If you are still unable to locate your order confirmation or obtain a license or activation code, contact Avast Support and provide the Full Name and Street Address that should appear on your order. Once we identify your order, we will adjust 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.

To arrange a refund, refer to our refund policy for more information.

How can I update my 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, as well as your order number if possible so that we can update your details in our customer database.

Your order number can be found in your order confirmation email.

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 number
  • Ticket ID (if applicable)

In addition to this information, provide details such as the name of the staff member who originally dealt with your inquiry, a summary of your original issue, and any other information that you believe is pertinent to your case.

What is the refund policy for Avast products?

Avast offers a 30 day, money-back guarantee from the date of purchase for most products.

Restrictions apply to certain orders according to the terms and conditions presented at the time of purchase. For instance, for Avast mobile products purchased from Google Play or iTunes, the return policy of the vendor applies. For more information, contact Google Play or iTunes directly.

To request a refund for an Avast product for Windows or Mac, contact Avast Support and provide your name, order number, and the reason for your refund request.

Before applying for a refund, you may want to refer to our support options for help with your product. Common topics include:

Installing an Avast product:

Activating an Avast subscription (or renewal):

Obtaining a copy of your license file (for Avast Antivirus only):

Transferring a subscription to another PC:

Disabling the automatic renewal service for Avast products:

Handling duplicate orders:

For help with something else, contact Avast Support directly.

How can I request a refund?

To request a refund, contact Avast Support with the following details:

  • Your name
  • Order number
  • Reason for the refund request

Before submitting a refund request, see our refund policy for more information.

  • All available Avast software products
  • All supported operating systems

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