AVG Account - FAQs

General

What is an AVG Account?

An AVG Account is a portal for managing your paid AVG subscriptions. On your AVG Account you can find information about:

• Subscriptions: Find tools and information to help you manage your AVG subscriptions. Options include download links for all of your purchased products, valid activation codes, and the number of devices where you are currently using the subscription.
• Billing: Check the next billing date for each subscription, change your payment card details, and unsubscribe directly via your AVG Account if you do not want to be charged again for a subscription.
• Order history: Review your complete AVG order history. Options include requesting a refund, finding your Order ID number, and retrieving an order invoice.

Is an AVG Account created automatically for me when I purchase an AVG product?

An AVG Account was created using the email address that you provided during the subscription purchase. To sign into your AVG Account for the first time, refer to the following article:

• Activating your AVG Account

What if I don't know the password or email address for my AVG Account?

I don't know my password

You can reset your password using the recover password page.

For detailed instructions, refer to the following article:

• Resetting your AVG Account password

I don't know my email address

We recommend checking if an email address is already in the AVG Account database:

1. Go to the recover password page.
2. Enter the email address that you think may be correct, and click Continue.

If you see the message An account with this email doesn't exist - yet, the email address is not registered and try entering a different email address.

Subscriptions

Where can I find information about my AVG subscriptions?

To see a list of your AVG subscriptions:

1. Sign in to your AVG Account using the link below:
   • https://id.avg.com/sign-in
2. Click Manage subscriptions on the My subscriptions tile.

The My subscriptions screen displays your AVG subscriptions. You only see subscriptions that are linked to the email address you use to sign in to your AVG Account.

For more information about the available options, refer to the following article:

• Managing subscriptions via your AVG Account

If an AVG subscription does not appear in your AVG Account, refer to the following section in this article for advice: What if a subscription does not appear in my AVG Account?.

How can I cancel an subscription via my AVG Account?

Follow these steps:

1. Sign in to your AVG Account using the link below:
   • https://id.avg.com/sign-in
2. Click Manage subscriptions on the My subscriptions tile.
3. Click Unsubscribe under the subscription that you want to cancel.

For detailed instructions on how to cancel an AVG subscription via your AVG Account, refer to the following article:

• Canceling an AVG subscription via your AVG Account

How can I change my payment card details for an AVG subscription?

To update the payment card details for an AVG subscription via your AVG Account:

1. Sign in to your AVG Account using the link below:
   • https://id.avg.com/sign-in
2. Click Manage subscriptions on the My subscriptions tile.
3. Click Update payment card in the box for the relevant subscription.
4. Provide the information for the new payment card under Card details, then click Update payment card.

Your new payment card details are now saved for the selected subscription.

For detailed instructions, refer to the following article:

• Managing subscriptions via your AVG Account ▸ Change my payment card details

How can I use Family Sharing?

The Family Sharing feature in your AVG Account allows you to share an AVG subscription with up to 5 other people.

For more information about Family Sharing, refer to the following article:

• Using Family Sharing in your AVG Account

Where can I see how many devices my subscription is being used on?

To view the number of devices currently using a subscription:

1. Sign in to your AVG Account using the link below:
   • https://id.avg.com/sign-in
2. Click Manage subscriptions on the My subscriptions tile.
3. The number of devices using each subscription is shown next to Currently used on.

Order history

How can I see my order history?

Follow these steps:

1. Sign in to your AVG Account using the link below:
   • https://id.avg.com/sign-in
2. Click See your order history on the Order history tile.

The Order history screen displays a full list of your transactions with AVG.

How can I find my AVG order ID number?

Follow these steps:

1. Sign in to your AVG Account using the link below:
   • https://id.avg.com/sign-in
2. Click See your order history on the Order history tile.
3. The order number for each transaction is shown under Order ID.

For detailed instructions on how to locate your AVG order ID number, refer to the following article:

• Finding your AVG order ID number

How can I request a refund?

If you are not completely satisfied with your AVG product, contact us within 30 days of purchase to receive a full refund. To request a refund directly via your AVG Account:

1. Sign in to your AVG Account using the link below:
   • https://id.avg.com/sign-in
2. Click See your order history on the Order history tile.
3. Click Request a refund next to the order that you want a refund for.
   The Request a refund option only appears next to orders that are eligible for a refund.
4. Select Request a refund, then click Continue.
5. If your order includes multiple subscriptions, tick the box next to each subscription that you want a refund for. Then, click Continue to refund.
6. Optionally let us know why you are requesting the refund, then click Request a refund.

Your refund request has now been submitted for processing. You will be notified by email when the request has been processed.

For detailed instructions on how to request a refund, refer to the following article:

• Requesting a refund for an AVG subscription

How can I retrieve a copy of my order invoice?

1. Sign in to your AVG Account using the link below:
   • https://id.avg.com/sign-in
2. Click See your order history on the Order history tile.
3. Click Get invoice in the box for the relevant AVG purchase.

Your order invoice opens in a new browser window.

Settings and Usage

What is Anti-Theft?

Anti-Theft allows you to connect to your Android device if it is lost or stolen and execute several commands remotely from your AVG Account. You cannot control a missing device unless AVG AntiVirus for Android is already installed on the device, and the following requirements are met:

• The device is turned on and connected to the internet.
• The Anti-Theft feature is enabled on the device.

Refer to the following article for instructions on controlling a lost or stolen device via your AVG Account:

• Controlling a device remotely using Anti-Theft in AVG AntiVirus for Android

What is the Community forum?

To access the AVG Support Community, click Go to forum on the Community forum tile on the main AVG Account screen. This channel is monitored by AVG Support agents and provides an easy way to ask questions and discuss AVG products with other users.

What is 2-step verification?

For extra security, you can protect your AVG Account with 2-step verification. When enabled, you need to enter your password and a verification code from the Google Authenticator app to sign in. For detailed instructions, refer to the following article:

• Protecting your AVG Account with 2-step verification

How can I change the email address that is connected to my AVG Account?

To change the email address that is connected to your AVG Account:

1. Sign in to your AVG Account with your current email address using the link below:
   • https://id.avg.com/sign-in
2. Click Go to account settings on the Account settings tile.
3. Under Email, select Change.
4. Enter the new email address and your current AVG Account password, then click Save changes.

Your preferences are now saved.

How can I change my AVG Account password?

For detailed instructions on how to change your password, refer to the following article:

• Resetting your AVG Account password

Can I delete my AVG Account?

Yes. If you delete your account, your subscriptions won't be affected, but it will be more difficult for you to manage them on your own. You also might lose access to some features within your apps and some sharing options.

To delete your AVG Account:

1. Sign in to your AVG Account using the link below:
   • https://id.avg.com/sign-in
2. Click Go to account settings on the Account settings tile.
3. Scroll to the Delete account section and click Delete Account.
4. Click Continue deleting.

Troubleshooting

What if a subscription does not appear in my AVG Account?

When you purchase an AVG subscription via the official AVG website, the subscription automatically appears in your AVG Account if the email address you provide at checkout is the same email address you use to sign in to your AVG Account. You can check which email address is currently linked to your AVG Account via Account settings ▸ Email.

If you provided a different email address at checkout, contact AVG Support to manually link the subscription to your AVG Account.

For more information about adding a missing subscription, refer to the following article:

• Adding a missing subscription to your AVG Account

Why do I see the error message 'Authorization Error 400: admin_policy_enforced'?

This error message appears when you try to sign in to your AVG Account using the Continue with Google option while you are signed in to a corporate Google Account managed via Google Apps Device Policy. To resolve this issue, try one of the options below:

• Return to the AVG Account sign in page. Rather than using the Continue with Google option, manually enter your AVG Account credentials, then click Continue.
• Return to the AVG Account sign in page and select Continue with Google. From the list of Google Accounts that appears, select a non-corporate Google Account (for example, your personal Google Account). If prompted, enter your Google Account credentials.

You are now signed in to your AVG Account.

Why is my AVG Account locked?

Every time you sign in to your AVG Account, we automatically scan known data breaches to ensure that your password is safe. If we find that the password you use to access your AVG Account was leaked online in another service's data breach, we immediately lock the account. To unlock your AVG Account, you need to reset your password.

For detailed instructions, refer to the following article:

• Resetting your AVG Account password

Why didn't I receive the password reset email?

The password reset email, sent from the AVG email address notification@mails.avg.com, may be marked as spam and moved to your spam folder.

How can I turn off 2-step verification?

For detailed instructions on how to disable 2-step verification for your AVG Account, refer to the following article:

• Protecting your AVG Account with 2-step verification ▸ Disable 2-step verification