Home Support

English

X

Select your language:

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 official AVG website or from the user interface of an AVG product, 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

Tip: Before confirming your order, you can check all supported payment methods for your region in the Customer information and Payment Method section of Shopping cart.

Which credit and debit cards does Digital River accept?

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

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

  • Enter the card number without spaces or dashes.
  • Check that the name and billing address on your order match the name and billing address on your credit card.
  • Check that the credit card hasn't expired.
  • Check that you haven't exceeded your credit limit and that your credit card supports online transactions. If you're not sure about this, 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 will be temporarily redirected to the PayPal website. From there, log into 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. Once 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, then 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 avg.cs@digitalriver.com. This is a notification-only address that cannot accept incoming email. Any replies sent to this address will not be received by AVG or Digital River. If you have questions regarding your order, contact AVG Sales Support.

Note: these emails contain important information about your subscription, including the date when you will next be charged. For this reason, we recommend reading emails from avg.cs@digitalriver.com carefully and ensuring that emails from this address are not sent to your spam folder.

Billing

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

Charges from AVG through Digital River are marked as DRI*AVG Technologies on your bank or credit card statement.

Why do I have an unexpected charge from "DRI*AVG Technologies" on my billing statement?

If you see a charge from DRI*AVG Technologies on your bank or credit card statement and you are not sure where the charge came from, log into AVG MyAccount and click My Order History to search for a transaction that matches the charge.

If you haven't placed an online order recently, the charge may be the result of an AVG product subscription purchase that recently renewed:

  • Pre-authorized trial versions:
    • A temporary hold of  1.00 USD or EUR (or its equivalent in your currency) may appear to verify the validity of your card. This isn't an actual charge.
    • At the end of a 30 or 60-day free trial, the trial version is automatically converted to a paid version if the subscription is not canceled. 
  • Paid versions:
    • Your card is charged automatically before the start of the next subscription period. 
    • Renewals of existing AVG subscriptions may be processed and billed by Digital River. Information about the transfer is included in the auto-renewal notification email sent 30 days before the auto-renewal charge.

About AVG subscriptions
AVG products are sold as subscriptions and remain valid until you cancel them. This is explained both during and after the purchase process. Information about how to cancel a subscription is provided:

  • In the Customer information and Payment Method section of Shopping cart.
  • In the confirmation email we send after purchase.
  • In notification emails we send before charging you for subsequent subscription periods.

If you have received an unexpected charge from DRI*AVG Technologies, it may be because important email notifications from avg.cs@digitalriver.com were sent to your spam folder. For future purchases, we recommend marking email notifications from this address as not spam.

Why do I have an unexpected charge from "DRI*", "DRI", or "Digital River" (without "AVG Technologies") on my billing statement?

If you see a charge on your bank or credit card statement with a description such as, "DRI*", "DRI", or "Digital River" (without "AVG Technologies"), it relates to a purchase from a different company. Find the order via the Digital River website, using your email address and the last 4 digits of your credit card number. You can also contact Digital River directly.

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?

Retrieve your invoice via the link provided in your order confirmation email. To view, download, or print your invoice via the link in the order confirmation email, follow the steps below:

  1. Open the order confirmation email you received from Digital River.
  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

Note: It is not possible to download the invoice from your AVG MyAccount.

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 apply for a refund and place a new order.

How do I request a refund?

Refund requests are handled by AVG. For more information about AVG's refund policy, or about applying for a refund, refer to the following article:

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

Subscription

What happens when I purchase an AVG subscription?

When you make a purchase by credit card, debit card, or by PayPal, you agree to a continuous subscription plan. This means that you will be charged the undiscounted price until you cancel the subscription.

Note: Other payment methods will set your subscription plan to manual renewal.

Payment for your ongoing subscription is made:

  • For 1, 2, and 3-year subscriptions: 15 days before the start of the next subscription period. A notification email about the upcoming automatic renewal is sent 45 days before the start of the next subscription period.
  • For monthly subscriptions: 2 days before the start of the next subscription period.

What happens when I purchase a 30/60-day pre-authorized trial?

When you activate a free-trial version by clicking an offer in the user interface of another AVG product, you may be asked to provide payment information (credit or debit card, or PayPal). Nothing is billed at this time. If you don't cancel before the end of the 30/60-day trial period, we will bill your payment card or PayPal account for the price of 1 year.

Payment for your ongoing subscription is taken 3 days before the start of the next subscription period. A notification email about the upcoming automatic extension is sent before you are charged. 

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

Information about the next billing date is displayed in your AVG MyAccount. You also receive a notification email before you are charged, informing you about the automatic extension.

Will my subscription still renew if my payment card has expired?

We notify you via email if your payment card has been blocked, has expired, or will expire before you are scheduled to be charged. This email includes a link, which allows you to manually renew your subscription. During manual renewal, you can provide new payment details, or select a different payment method.
If you do not want your subscription to be automatically renewed, ensure that you cancel the subscription. An expired payment card does not guarantee that you won't be charged, as your card may have an updater service enabled.

How do I cancel my subscription?

Cancel your subscription and all subsequent auto-renewals via your AVG MyAccount. For instructions, refer to the following article:

Your subscription stops at the end of the current billing cycle. Up until then you will still have access to the purchased product.

Support

Where can I find additional help and support?

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

Remote
Tech Support

Free consultation

1-844-234-6038 (US) 0800-085-4139 (GB) for other countries click here

Was this article helpful ?

Still looking for answers ?

Visit our AVG Support Community or contact us here: