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Troubleshooting activation issues in AVG mobile apps

 
This article explains how to resolve activation issues with AVG apps purchased via Google Play Store.

To troubleshoot activation issues with subscriptions purchased via the official AVG website, refer to the following article instead:

To troubleshoot an activation issue in Google Play Store, follow the steps in the sections below in order:

Clear Google Play Store data

These steps can differ slightly depending on your device model, Android version, and vendor customizations.

We recommend clearing your Google Play Store data by following the steps below:

  1. Open your Android device Settings and go to Apps.
  2. Select Google Play Store.
  3. Tap Storage ▸ Clear data (or just Clear data). If prompted, tap OK to confirm.
    When you clear Google Play Store app data, all your settings for this app are removed.
  4. Tap the Play Store icon on the Home screen of your device to open Google Play Store. If prompted, accept the Terms of service.

Google Play Store data is now cleared. Follow the steps in the section below to restore your subscription.

Restore your subscription

After clearing Google Play Store data, refer to the relevant section below for instructions to restore your subscription.

  1. Open AVG AntiVirus and tap ☰ Menu (three lines) in the top-left corner.
  2. Tap My subscription ▸ Already purchased?.
  3. Select Restore from Google Play.

The app automatically retrieves and activates your AVG AntiVirus subscription from Google Play Store. If activation fails, follow the steps in this article to connect to the correct Google Account.

  1. Open AVG Cleaner and tap ☰ Menu (three lines) in the top-left corner.
  2. Tap My subscription.
  3. Select Restore from Google Play.

The app automatically retrieves and activates your AVG Cleaner subscription from Google Play Store. If activation fails, follow the steps in this article to connect to the correct Google Account.

  1. Open AVG Secure VPN and tap Already purchased?, ...or go to Settings (the gear icon) ▸ Subscription ▸ Already purchased?.
  2. Select Restore from Google Play.

The app automatically retrieves and activates your AVG Secure VPN subscription from Google Play Store. If activation fails, follow the steps in this article to connect to the correct Google Account.

Connect to the correct Google Account

If clearing Google Play Store data did not resolve the issue, follow the steps below to sign in to the correct Google Account:

  1. Uninstall your AVG Android app. For instructions, refer to the relevant article below:
  2. Tap the Play Store icon on the Home screen of your device to open Google Play Store.
  3. Tap the profile icon that appears in the top-right corner of the screen.
  4. Check the Google Account that appears at the top of the screen. If this is not the Google Account that you used during your purchase, follow the relevant step below:
    • Switch accounts: Tap the down-arrow and select the Google Account that you used during purchase.
    • Add an account: If you do not see the Google Account that you used during purchase, you can add the account. Refer to the instructions under Switch accounts on the Google Play website on a mobile device in the following article from Google Play Help:
If you are not sure which Google Account you used during purchase, you can check which subscriptions are linked to the current Google Account:
  1. Open Google Play Store on your Android device.
  2. Tap your profile icon in the top-right corner.
  3. Select Payments and subscriptions ▸ Subscriptions to open a list of the linked subscriptions.

You are now signed in to the correct Google Account. Follow the steps in the section below to reinstall the app and restore your subscription.

Reinstall the app

Refer to the relevant section below for instructions to reinstall the app and restore your subscription.

  1. Install the latest version of AVG AntiVirus from Google Play Store.
  2. After installation, open the app and tap Get started ▸ Next.
  3. Tap Already purchased?.
  4. Select Restore from Google Play.

The app automatically retrieves and activates your AVG AntiVirus subscription from Google Play Store. If activation fails, refer to the Still need help? section.

  1. Install the latest version of AVG Cleaner from Google Play Store.
  2. After installation, open the app and tap Get started ▸ Already purchased?.
  3. Select Restore from Google Play.

The app automatically retrieves and activates your AVG Cleaner subscription from Google Play Store. If activation fails, refer to the Still need help? section.

  1. Install the latest version of AVG Secure VPN from Google Play Store.
  2. After installation, open the app and tap Already purchased?.
  3. Select Restore from Google Play.

The app automatically retrieves and activates your AVG Secure VPN subscription from Google Play Store. If activation fails, refer to the Still need help? section.

Still need help?

If this article did not help you to restore your subscription, you can contact AVG Support for further assistance. Follow the relevant steps according to your app:

  • AVG AntiVirus: Open AVG AntiVirus and go to ☰ Menu (three lines) ▸ Help and feedback. Tap the word FAQS five times to open the Direct support form. Complete all of the fields, provide a detailed description of your issue, and tap Message us.
  • AVG Cleaner: Open AVG Cleaner and go to ☰ Menu (three lines) ▸ Help & Feedback. Tap the word FAQ five times to open the Direct support form. Complete all of the fields, provide a detailed description of your issue, and tap Submit.
  • AVG Secure VPN: Submit a request via the AVG Technical Support form.

An AVG Support representative will contact you as soon as possible after you submit your request.

This article explains how to resolve activation issues with AVG iOS apps purchased via the App Store.

To troubleshoot activation issues with subscriptions purchased via the official AVG website, refer to the following article instead:

To troubleshoot an activation issue via the App Store, follow the steps in the sections below in order:

Restore your subscription

Try to restore your subscription by following the exact steps in the relevant section below:

  1. Open AVG Mobile Security and tap Upgrade in the top-right corner.
  2. Tap Already purchased?.
  3. Select Restore from iTunes.

The app automatically retrieves and activates your AVG Mobile Security subscription from the App Store. If activation fails, follow the steps in this article to connect to the correct Apple ID.

  1. Open AVG Secure VPN and tap Already purchased?, ...or go to Settings (the gear icon) ▸ Subscription ▸ Already purchased?.
  2. Select Restore from App Store.

The app automatically retrieves and activates your AVG Secure VPN subscription from the App Store. If activation fails, follow the steps in this article to connect to the correct Apple ID.

Connect to the correct Apple ID

Follow the steps below to ensure you are signed in with the correct Apple ID:

  1. Uninstall your AVG iOS app. For instructions, refer to the relevant article below:
  2. Go to your device Settings. Check the Apple ID at the top of the screen.
    If it is not the Apple ID that you used during your purchase, follow the steps below to sign in with a different Apple ID.
  3. Tap the current Apple ID at the top of the Settings screen.
  4. Scroll down and tap Sign Out.
  5. After you are signed out, sign in with the Apple ID that you used during purchase.
If you are not sure which Apple ID you used during purchase, you can check which subscriptions are linked to the current Apple ID:
  1. Open the App Store on your iOS device.
  2. Tap your profile icon in the top-right corner.
  3. Select Purchased to open a list of the linked subscriptions.

You are now signed in with the correct Apple ID. Follow the steps in the section below to reinstall the app and restore your subscription.

Reinstall the app

Refer to the relevant section below for instructions to reinstall the app and restore your subscription.

  1. Install the latest version of AVG Mobile Security from the App Store.
  2. After installation, open the app and tap Not now.
  3. Tap Upgrade in the top-right corner.
  4. Tap Already purchased?.
  5. Select Restore from iTunes.

The app automatically retrieves and activates your AVG Mobile Security subscription from the App Store. If activation fails, refer to the Still need help? section.

  1. Install the latest version of AVG Secure VPN from the App Store.
  2. After installation, open the app and tap Already purchased?.
  3. Select Restore from App Store.

The app automatically retrieves and activates your AVG Secure VPN subscription from the App Store. If activation fails, refer to the Still need help? section.

Still need help?

If this article did not help you to restore your subscription, you can contact AVG Support for further assistance. Click the link below to open the AVG Technical Support form:

  • AVG AntiVirus 6.x for Android
  • AVG Cleaner 6.x for Android
  • AVG Secure VPN 2.x for Android
     
  • AVG Mobile Security 2.x for iOS
  • AVG Secure VPN 2.x for iOS
  • Google Android 6.0 (Lollipop, API 23) or later
  • Apple iOS 13.0 or later
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