Troubleshooting an unknown charge from AVG

How do charges from AVG appear on my billing statement?

If your purchase was processed by the Gen eCommerce platform, the descriptor appears on your billing statement as one of the following based on the region:

• AGPXXXXXXXXX or AGAPXXXXXXXXX 'Gen Digital INC'
• APXXXXXXXXX 'Norton Ireland Limited'
• AGPXXXXXXXXXX or AGAPXXXXXXXXX 'Avast Software S.R.O'
• APXXXXXXXXXX 'NortonLifeLock Singapore Pte Ltd. or NortonLifeLock Japan K.K.'

Also, AVG has partnered with established eCommerce providers that manage the online sales and distribution of our products and services in certain regions. In this case, the descriptor appears on your billing statement as one of the following:

How do AVG subscriptions work?

AVG products are sold as continuous subscriptions. This means that your subscription renews at the end of each billing cycle unless you manually cancel it. Before payment is taken, you receive a notification email from AVG, which informs you about the upcoming charge and contains instructions to cancel your subscription. The date of payment varies according to your purchased subscription type:

• 1, 2, and 3-year subscriptions: You are charged 35 days before the start of the next billing cycle.
• Monthly subscriptions: Your billing date is 7 days before the expiration date for Digital River.

You can see a list of your current AVG subscriptions in your AVG Account.

Where can I see a list of my payments to AVG?

You can view your full AVG payment history via your AVG Account. This includes the date that each payment was made and the AVG product that was purchased.

How can I verify my active AVG subscriptions?

You can see a list of your active AVG subscriptions in your AVG Account.

Why was I charged for a free-trial version of an AVG product?

When you activate a free-trial version of an AVG product, you are sometimes prompted to enter payment details. This is called a pre-authorized trial. 3 days before a pre-authorized trial ends, you are charged the price of a 1-year subscription for the relevant product. If you cancel your subscription before the pre-authorized trial ends, you are not charged. Before payment is taken, you receive a notification email from AVG, which informs you about the upcoming charge and contains instructions to cancel your subscription.

How can I cancel an AVG subscription?

For detailed instructions to cancel your AVG subscription, refer to the following article:

• Canceling an AVG subscription via your AVG Account

How can I request a refund from AVG?

For detailed information about AVG's refund policy and instructions to request a refund, refer to the following article:

• Requesting a refund for an AVG product

What can I do if I still don't know why I was charged?

If you are still unable to verify the source of an AVG charge, contact AVG Sales Support. To help us resolve your issue as quickly as possible, ensure you include the following information in your request:

• Your name
• Any email addresses you actively use
• Your address
• The date you were charged
• The amount paid and the currency used for payment
• The full description of the charge on your billing statement
• For payments made by credit or debit card:
  • Your card provider (for example, Visa or Mastercard)
  • The last 4 digits of the card number used for payment
• For payments made via PayPal:
  • Your PayPal Invoice ID. You can find this in the order confirmation email you receive from PayPal, or in your PayPal account. Your PayPal Invoice ID is the same as your AVG order number.

After sending your request, an AVG Support agent may contact you to request a screenshot, or further details about the charge.