Billing, Subscriptions, and Refunds - FAQs | AVG

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Billing, Subscriptions, and Refunds - FAQs

Billing

Where can I find the next billing date for my subscription?

The information in this section applies for subscriptions purchased via the official AVG website, or via any AVG application on your PC or Mac.

Your billing date varies according to the type of subscription that you purchased:

  • 1, 2, and 3-year subscriptions: Your billing date is 15 days before the start of the next subscription period.
  • Monthly subscriptions: Your billing date is 2 days before the start of the next subscription period.

You can confirm your next billing date in the following places:

  • The reminder email that you receive from no.reply@avg.com. We always notify you in advance by email before you are charged for an AVG subscription.
  • Your AVG Account that is linked to the email address you provided during the subscription purchase. The next billing date for each subscription is visible on the Subscriptions screen next to Next charge.
The information in this section only applies for subscriptions purchased via Google Play Store.

To check the next billing date for apps purchased via Google Play Store, follow the steps below:

  1. Ensure you are signed in to Google Play Store with the Google Account that you used to purchase your AVG subscription.
  2. Open Google Play Store on your Android device.
  3. Tap Menu (three lines) ▸ Subscriptions.
  4. The next billing date for each Active subscription is shown next to Next payment.
The information in this section only applies for subscriptions purchased via the App Store.

To check the next billing date for apps purchased via the App Store, follow the steps below:

  1. Ensure you are signed in to the App Store with the Apple ID that you used to purchase your AVG subscription.
  2. Open the App Store on your iOS device.
  3. Tap your profile image in the top-right corner of the screen.
  4. Tap Subscriptions.
  5. The next billing date for each Active subscription is shown next to Renews.

How can I identify a charge from AVG on my billing statement?

AVG has partnered with the established eCommerce provider Digital River that manages the online sale and distribution of our products and services.

The list below includes the different descriptors used by Digital River:

  • DRI*AVG Technologies: orders processed by Digital River.
  • PAYPAL *DIGITALRIVE AVG: orders processed by PayPal.
  • PP*DR AVG TECHNOLO: alternative description for orders processed by PayPal.
Orders placed from Russia might be processed by Allsoft (Softline Group company) instead of Digital River. You can verify who processed your order by checking your billing statement. AVG charges processed by Allsoft appear on your billing statement with the descriptors below:
  • MOSKVA.G AVG, ALMATY/SOFTLINE, KYIV/PAYMASTER.UA

What happens if my credit/debit card has expired?

We send you a notification email if your card has been blocked, has expired, or will expire before a scheduled payment. This email allows you to renew your subscription by providing new card details, or selecting a different payment method.

If you no longer want to use your AVG product, ensure that you cancel your subscription to stop future charges. An expired credit/debit card does not guarantee that you won't be charged, as your card may have an updater service enabled.

How can I get a copy of my order invoice?

You can view or print your order invoice via the order confirmation email that you received after purchase from no.reply@avg.com (or avg.cs@digitalriver.com for older confirmation emails).

Follow the steps below:

  1. Open your order confirmation email.
  2. Locate the sentence To retrieve your invoice, please click here at the bottom of the email.
  3. Click click here to view your invoice.

Customers from the European Union and several other countries (for example, Canada and Australia) may download a VAT invoice or a credit memo in PDF format. Customers from the rest of the world may print the invoice by clicking Print.

Orders placed from Russia might be processed by Allsoft (Softline Group company). You can verify who processed your order by checking your billing statement, or an order confirmation email. For orders processed by Allsoft, you need to contact Allsoft directly to get a copy of your order invoice.

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 originates. We only issue the AVG subscription after the full payment is received. Before contacting AVG 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 seven days, contact AVG Support for assistance.

Refunds

What is AVG's refund policy?

If you are not completely satisfied with your AVG product, contact us within 30 days of purchase to receive a full refund. This 30-day-money-back guarantee applies to AVG consumer products purchased using the following methods:

  • Online purchase via the official AVG website.
  • Online purchase via an offer within another AVG product on Windows or Mac.
  • Google Play Store purchases.

AVG does not normally offer refunds for products if more than 30 days have passed since purchase.

To review the full AVG refund policy, refer to the following webpage:

How can I request a refund?

  1. Go to the AVG refund request form.
  2. Select your product type.
  3. Enter the required contact information, then click Submit.

Where can I find my order ID?

You can find your order ID using one of the methods below:

  • Open the order confirmation email that you received after purchase from no.reply@avg.com (or avg.cs@digitalriver.com for older confirmation emails). Your order ID is visible next to Order Number.
  • Sign in to the AVG Account that is linked to the email address you provided during the subscription purchase, and click the Payments tile. The order ID for each purchase is shown under Order ID.

For more information, refer to the following article:

How can I request a refund for a product purchased via the App Store?

For more information about the refund policy offered by the App Store, refer to the following article:

How can I request a refund for a product purchased via a retail store or third-party reseller?

If you purchased an AVG product in a retail store or via an online reseller (such as Staples, Walmart, or Amazon), you need to contact the store or reseller directly for information about requesting a refund.

Subscriptions

How do AVG subscriptions work?

AVG products are sold as continuous subscriptions. This means that your subscription renews at the end of each subscription period unless you manually cancel it. You receive a notification email from AVG before you are charged, which informs you about the up-coming payment, and contains instructions on how to cancel your subscription if you do not want to be charged. The exact billing date varies according to the type of subscription that you purchased:

  • 1, 2, and 3-year subscriptions: 15 days before the start of the next subscription period.
  • Monthly subscriptions: 2 days before the start of the next subscription period.

You can see a list of your current AVG subscriptions (including the next billing date) in your AVG Account.

To remain informed about all future payments relating to your AVG subscriptions, we recommend ensuring that emails from no.reply@avg.com are not marked as spam or junk.

How can I cancel an AVG subscription?

The information below applies for subscriptions purchased online from the official AVG website. If you need to cancel an AVG subscription purchased via Google Play Store or the App Store, refer to the following article:

In most cases, you can cancel your subscription via the AVG Account that is linked to the email address you provided during the subscription purchase. If you do not yet have an AVG Account, refer to the following article:

To cancel a subscription via your AVG Account:

  1. Sign in to your AVG Account using the link below:
  2. Click the Subscriptions tile.
  3. Click Unsubscribe under the subscription you want to cancel.
  4. Follow the on-screen instructions to complete the cancellation.

For detailed instructions on canceling a subscription via your AVG Account, refer to the following article:

If you are unable to cancel a subscription via your AVG Account, contact AVG Support.

Do I need to cancel my AVG free trial?

If you entered credit/debit card details before starting your free trial, you need to cancel the trial subscription before the end of the trial period if you do not want to continue using the paid features. If you do not cancel the trial subscription, you are charged for the next subscription period when your trial expires.

Follow the instructions for canceling your AVG subscription, which also apply to AVG trial subscriptions.

If you did not need to enter credit/debit card details before starting your free trial, it is not necessary to cancel the trial subscription.

Can I transfer my AVG subscription to a different device?

Yes. To transfer your AVG subscription from one device to another:

  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 your product. For more information, refer to the following article:

Where can I find my activation code?

You can normally find your activation code in the order confirmation email that you received after purchase, or in your AVG Account that is linked to the email address you provided during the subscription purchase.

For more information about locating your activation code, refer to the following article:

Which products are included in my AVG subscription?

AVG offers various paid subscription options. Some subscriptions include multiple products, while other subscriptions include just one product. You can verify what is included in your subscription using one of the methods below:

  • Check the order confirmation email that you received after the subscription purchase.
  • Check your AVG Account that is linked to the email address you provided during the subscription purchase. If you don't yet have an AVG Account, you can create one using the same email address. For more information, refer to the following article:

Customer Details

How can I update my payment details?

It is not always necessary to manually update your payment details. This is because:

  • Many credit/debit card companies use account updater services to automatically update your card details if your card is lost, expired, or replaced.
  • We send you a notification email if your card has been blocked, has expired, or will expire before a scheduled payment. This email allows you to renew your subscription by providing new card details, or selecting a different payment method.

If you need to update your payment details after reviewing the information above, we recommend contacting AVG Support.

How can I update my contact email address?

You can update the email address where you receive notification emails (for example, notifications about up-coming payments) in your AVG Account.

If you do not yet have an AVG Account, refer to the following article:

To update your email address via your AVG Account:

  1. Sign in to your AVG Account with your current email address using the link below:
  2. Click your current email address in the top-right corner, and select Account settings.
  3. Under Email, select Change.
  4. Enter the new email address and your current AVG Account password, then click Save changes.

If you are unable to update your email address via your AVG Account, contact AVG Support for assistance.

How can I update my address and other customer details?

Contact AVG Support and provide both your new and former details. We also recommend including your Order ID, so that we can update your details in our customer database.

You can find your Order ID (sometimes called an Order Number or reference ID) in the order confirmation email that you received after purchase. For more information about locating your Order ID, refer to the following article:

Troubleshooting

What can I do if I don't receive an order confirmation email?

If you do not receive an order confirmation email after purchasing a subscription with a credit or debit card, try the solutions below:

  • 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. Check your email inbox and junk/spam folder again later.
  • If you do not immediately receive an order confirmation email, you can retrieve your activation code via the AVG Account that is linked to the email address you provided during the subscription purchase. For detailed instructions, refer to the following article:
  • Contact AVG Support and provide the full name and street address that should appear on your order. Once we identify your order, we will check 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 AVG Support so that we can assist you. Depending on your preference, we can combine your orders to extend your AVG subscription period or refund the duplicate order.

Why is my AVG subscription more expensive than previously?

When you purchase an AVG subscription, we may offer you an initial discounted price. This offer applies only to the first subscription period, after which you are charged full price. The full subscription price is provided during purchase, and you are informed in advance by email before the payment is taken. If you are unhappy with the renewal price, cancel your subscription before the next billing date and you will not be charged.

The exact billing date varies according to the type of subscription that you purchased:

  • 1, 2, and 3-year subscriptions: 15 days before the start of the next subscription period.
  • Monthly subscriptions: 2 days before the start of the next subscription period.

What if my new subscription period does not include the time leftover from my previous subscription?

When you purchase an AVG 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 subscriptions properly, contact AVG Support so that we can extend it manually.

What can I do if I am not satisfied with how AVG Support handled my order inquiry?

AVG 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 AVG Support.

In your support ticket, provide as much information as possible about your case, including:

  • Your name
  • Order ID
  • Ticket ID (if applicable)

Additionally, provide as many details as possible, such as the name of the agent who dealt with your inquiry, a summary of your original issue, and any other information that you believe is pertinent to your case.

You can find your Order ID (sometimes called an Order Number or reference ID) in the order confirmation email that you received after purchase. For more information about locating your Order ID, refer to the following article:
  • All paid AVG consumer products
  • All supported operating systems

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