Troubleshooting common activation error messages

My AVG product is asking me to purchase a subscription again.

This issue may occur for the following reasons:

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

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

1. Sign in to your AVG Account using the link below:
   • https://id.avg.com/sign-in

2. Click the Subscriptions tile to open a list of your active and expired subscriptions.
3. Check the Subscription status for the relevant product. 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 the purchased product, you need to activate your subscription. For detailed activation instructions, refer to the relevant article below according to your device and product:

If you still see the error message after activating or renewing your subscription, contact AVG Support.

"Incorrect code. Please try again or sign in with your AVG Account."

This error commonly occurs when you have mistyped your activation code. Ensure that you have correctly entered your activation code (including hyphens). We recommend copying and pasting your activation code directly from an order confirmation email or your AVG Account.

Alternatively, you can try activating your subscription by signing in to the relevant AVG product with your AVG Account credentials. For detailed activation instructions, refer to the relevant article below according to your device and product:

If you still see the error message, contact AVG Support.

"Please connect to the internet."

This error occurs when your AVG product cannot connect to the internet to verify your activation code. Check that your internet connection is working, then try to activate the product again.

If you continue to see this error message, contact AVG Support.

"Sorry, our screen didn't load."

This error commonly occurs when there are conflicts with Windows services configuration. It means that the AVG AntiVirus user interface is unable to load, but you are still protected.

To troubleshoot this issue, follow the steps below:

1. Click Refresh this screen on the error message to try and reload the AVG AntiVirus user interface.
2. If you still see the error message, restart your PC.
3. If you still see the error message, try repairing AVG AntiVirus. For instructions, refer to the following article:
   • Repairing AVG AntiVirus
4. If you still see the error message, ensure that the relevant Windows services are set to run automatically. For instructions, refer to the following article:
   • Troubleshooting when AVG AntiVirus or AVG TuneUp fails to load

If you still see the error message, contact AVG Support.

"Sorry, our servers aren't responding now. Please try again later."

This error occurs when there are temporary problems with our servers and your AVG product cannot connect to verify your activation code. Wait a while before trying to activate your product again.

"Sorry, something went wrong."

This error commonly occurs when there is a problem with your device's DNS settings. To change your DNS settings so that your AVG product can communicate with the appropriate server, refer to the following article:

• Changing your DNS settings to troubleshoot issues with AVG products

If you still see the error message after changing your DNS settings, contact AVG Support.

"Sorry, this code has expired."

This error occurs when the subscription associated with the activation code you entered has expired. To purchase a new subscription, click Get another in the error message.

If you think your subscription is still valid, follow the steps below to check the expiration date of your subscription:

1. Sign in to your AVG Account using the link below:
   • https://id.avg.com/sign-in

2. Click the Subscriptions tile to open a list of your active and expired subscriptions.
3. Check the Subscription status for the relevant product. You may see one of the following statuses:
   • Expired: Your subscription has expired. Click the Renew Now button to purchase a new subscription. You can also see the date that the subscription expired.
   • Subscribed / Expiring: You have a valid subscription. Try activating the product again by copying and pasting the activation code directly from your AVG Account. Alternatively, you can try activating your subscription by signing in to your purchased AVG product using your AVG Account credentials. For detailed activation instructions, refer to the relevant article below according to your device and product:

If you still see the error message, contact AVG Support.

"Sorry, this code is for a different app. Check the email you received after purchase to download the correct app."

This error occurs when the activation code you used is for a different product. You can confirm which product you purchased using one of the methods below:

• AVG Account: Sign in to the AVG Account that is linked to the email address you provided during the subscription purchase. Click the Subscriptions tile to see a list of the AVG subscriptions you have purchased.
• Order confirmation email: Locate the order confirmation email that you received after purchase. Scroll to the Getting Started section, and verify the valid products and platforms under Download.

If you need to change your product subscription to a different product, contact AVG Support.

"Sorry, this code is no longer valid."

This error commonly occurs when your account has been temporarily suspended for violating the terms of our End User License Agreement. To reactivate your account, contact AVG Support.

"Sorry, we've crashed."

This error commonly occurs when there are conflicts with Windows services configuration. It means that AVG AntiVirus is not running. We recommend immediately following the steps below to re-enable protection:

1. Click Restart AntiVirus on the error message to try and reload the application.
2. If you still see the error message, restart your PC.
3. If you still see the error message, try repairing AVG AntiVirus. For instructions, refer to the following article:
   • Repairing AVG AntiVirus
4. If you still see the error message, ensure that the relevant Windows services are set to run automatically. For instructions, refer to the following article:
   • Troubleshooting when AVG AntiVirus or AVG TuneUp fails to load

If you still see the error message, contact AVG Support.

"Sorry, you've used this code too many times."

This error occurs when too many devices are already using the activation code you entered. You can verify how many devices your subscription is valid for using one of the methods below:

• AVG Account: Sign in to the AVG Account that is linked to the email address you provided during the subscription purchase. Click the Subscriptions tile, then verify the device limit for the relevant subscription next to Available for.
• Order confirmation email: Open the order confirmation email that you received after purchase from no.reply@avg.com. The device limit for your purchased subscription is included in the subscription details under Product Name.

If you have already reached the device limit, but you want to start using the subscription on a new device, you can transfer the subscription from one device to another by following the steps below:

1. Uninstall the product from the original device.
2. Install the product on the new device.
3. Activate your subscription on the new device.

The exact steps vary according to product. For more information, refer to the following article:

• Reinstalling AVG products

If you think you are seeing this error message by mistake, contact AVG Support.

"This code is for a different application. Check your after purchase email to find out which one you need."

This error occurs when the activation code you used is for a different product. You can confirm which product you purchased using one of the methods below:

• AVG Account: Sign in to the AVG Account that is linked to the email address you provided during the subscription purchase. Click the Subscriptions tile to see a list of the AVG subscriptions you have purchased.
• Order confirmation email: Locate the order confirmation email that you received after purchase. Scroll the the Getting Started section, and verify the valid products and platforms under Download.

If you need to change your product subscription to a different product, contact AVG Support.

"Well, this is embarrassing."

This error commonly occurs when there are conflicts with Windows services configuration. We recommend the following:

1. Restart your PC, then try to open your AVG product again.
2. If you still see the error message, ensure that the relevant Windows services are set to run automatically. For instructions, refer to the following article:
   • Troubleshooting when AVG AntiVirus or AVG TuneUp fails to load

If you still see the error message, contact AVG Support.