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Digital River orders - FAQs

General

What is Digital River?

AVG is partnered with the established eCommerce provider Digital River, which manages the online sale and distribution of AVG products and services.

If you purchase an AVG product from the AVG Store or via the user interface of an AVG product on your PC or Mac, the order transaction may be fulfilled by Digital River.

Payment methods

Which payment methods does Digital River support?

Credit card, debit card, and PayPal are accepted in most regions.

Other payment options are available in some regions. These include:

  • Boleto - Brazil
  • BPAY - Australia
  • Invoice (Klarna)
  • Money order
  • Online banking
  • Wire transfer
Before confirming your order, you can check all supported payment methods for your region in the Customer information and Payment Method section of the Shopping cart.

Which payment cards does Digital River accept?

Digital River accepts Visa, MasterCard, American Express, and Discover.

If your payment card is declined, try the following solutions:

  • Enter the payment card number without spaces or dashes.
  • Check that the name and billing address on your order match the name and billing address on your payment card.
  • Check that your payment card hasn't expired.
  • Check that you haven't exceeded your credit limit and that your payment card supports online transactions. For more information, contact your financial institution.
  • Try another card or payment method.

How do I complete my purchase using PayPal?

When you select PayPal as your payment method, you are temporarily redirected to the PayPal website. From there, log in to your account and confirm your AVG purchase.

How do I complete my purchase using a wire transfer?

If you pay by wire transfer, you receive an email with instructions on how to send the payment after submitting your order. You also receive a Payment Reference Number. It is important to use the correct Payment Reference Number throughout the payment process, as this ensures that the payment is automatically paired with your order. When we receive your payment, we notify you by email.

AVG sends Payment reminder emails every 6 days, until a payment is received.

  • If you have already sent your payment but you are still receiving reminders, your payment has not been automatically paired with your order. For help, contact AVG Sales Support. To look up the payment and pair it with your order, our support team will need a screenshot of a bank statement showing the transaction.
  • If you no longer wish to purchase the product, you can ignore the reminders and your order will be automatically canceled after 60 days.

How do I complete my purchase using Klarna Invoice?

Klarna Invoice may be available in the following European countries: Austria, Denmark, Finland, Germany, Norway, Sweden, and the Netherlands.

With Klarna Invoice, you can buy an AVG product now and pay for it within 14 days. Simply enter the necessary details into the Customer information and Payment Method section of Shopping cart and confirm your order. You will receive an order confirmation email from Digital River and payment instructions from Klarna. More information about Klarna Invoice is available during the payment process and at www.klarna.com.

Email notifications

How do I identify email notifications relating to my order?

Email notifications relating to your order are sent from no.reply@avg.com (or avg.cs@digitalriver.com for older email notifications). This is a notification-only address that cannot accept incoming email. Any replies you send to this address will not be received by AVG or Digital River. If you have questions regarding your order, contact AVG Sales Support.

Notification emails contain important information about your subscription, including the date of your next scheduled payment. For this reason, we recommend reading these emails carefully and ensuring that emails from no.reply@avg.com are not sent to your spam folder.

Billing

How do I identify a charge from Digital River on my billing statement?

AVG charges processed by Digital River appear on your billing statement with the descriptions below:

  • 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.
Payments with the descriptions 'DRI*', 'DRI', or 'Digital River' (without 'AVG Technologies') may relate to purchases from companies other than AVG. Check the order via Digital River, using your email address and the last 4 digits of your payment card number.

Why do I have an unexpected charge from AVG?

To verify the source of an unexpected charge from AVG on your billing statement, refer to the following article:

What is the Merchant of Record for purchases processed by Digital River?

For payments processed by Digital River, you will see one of the following Merchants of Record on the invoice:

  • Digital River Ireland Ltd.
  • Digital River Inc.

How do I download my Digital River invoice?

To view, download, or print your invoice via the link provided in your order confirmation email:

  1. Open the order confirmation email you received from no.reply@avg.com.
  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 credit memo in PDF format:

  • Click Download VAT Invoice to download your invoice.
  • Click Download Credit Memo to download your credit note (this is only displayed after a refund has been processed).

Customers from the rest of the world may print the invoice by clicking Print.

It is not possible to download the invoice from your AVG Account.

Can I update the billing address on my invoice?

It is not possible to update your billing address or add a VAT ID to your purchase (VAT ID is only applicable to companies from the European Union). If you need to change this information, it is necessary to request a refund and place a new order.

How do I request a refund?

AVG offers a 30 day, money-back guarantee from the date of purchase for most products. For more information about AVG's refund policy and instructions to request a refund, refer to the following article:

When your refund is processed, we send you an email notification. On receipt of this notification, you should receive the refund within 5-7 business days.

Subscriptions

How do AVG subscriptions work?

When you purchase an AVG subscription online using a payment card or via PayPal, you agree to a continuous subscription plan. This means that you are billed automatically at the end of each subscription period, unless you manually unsubscribe.

We notify you about each payment in advance by email.

If you use an alternative payment method, you need to manually renew your subscription at the end of each subscription period.

We send notification emails to the email address you used to make the purchase. To remain informed about all future payments for your AVG subscriptions, we recommend ensuring that emails from no.reply@avg.com are not marked as spam or junk.

What happens after I enter payment details to activate a free trial?

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 unsubscribe before the pre-authorized trial ends, you are not charged. We notify you about the payment in advance by email.

We send notification emails to the email address you used to activate the free trial. To remain informed about all future payments for your AVG subscriptions, we recommend ensuring that emails from no.reply@avg.com are not marked as spam or junk.

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

We notify you about each subscription payment in advance by email. Notification emails are sent from no.reply@avg.com.

Payment for your continuous subscription is made:

  • 1, 2, and 3-year subscriptions: 15 days before the start of each subscription period. You are notified by email 45 days before the start of each subscription period.
  • Monthly subscriptions: 2 days before the start of each subscription period.

How can I update my payment card details?

We recommend contacting AVG Sales Support via phone or chat to update your payment card details.

Please do not send us your full payment card number via email.

Alternatively, try one of the methods below:

Account Updater Service

If your payment card will soon expire, or you receive a replacement payment card before the next billing date, it is not always necessary to manually update your payment details. For your convenience, many payment card companies use an account updater service to automatically update your payment details when your card is lost, expired, or replaced. If your card provider has an account updater service, merchants such as Digital River can usually renew your subscription with no actions required from you.

We notify you via email if your payment card has been blocked, has expired, or will expire before the next billing date. This email includes a link that allows you to manually renew your subscription. During manual renewal, you can provide new payment details, or select a different payment method.

Manual Renewal

You can enter new payment card details when you manually renew an AVG subscription. To use this option, you must first cancel automatic payments for your AVG subscription.

After enabling manual renewal, you are prompted by email to manually renew the subscription before the end of the current subscription period. This process includes the option to enter new payment details or select a different payment method. After we process the renewal, your new payment details are applied to all future payments for the relevant subscription.

The option to update payment card details is not yet available in your AVG Account.

What happens if my payment card has expired?

We notify you via email if your payment card has been blocked, has expired, or will expire before a scheduled payment. This email includes a link that allows you to manually renew your subscription. During manual renewal, you can provide new payment details, or select a different payment method.

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

How do I cancel my subscription?

You can cancel and AVG subscription and stop all future payments via your AVG Account. For detailed instructions, refer to the following article:

After you cancel an AVG subscription, you continue to have access to your purchased product until the end of the current subscription period.

Support

Where can I find additional help and support?

For sales and technical support, contact AVG Sales Support. For help with your AVG product, refer to our AVG Support pages.

  • All paid AVG consumer products
  • All supported operating systems

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