Sales and Billing - FAQs

Billing

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

What is my next renewal price?

You can find your next renewal price in the billing reminder email that you receive from notification@mails.avg.com or no.reply@avg.com.

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

If your purchase was processed directly by AVG (Gen Digital Inc.), the descriptor that appears on your billing statement is:

• AVG *XXXXXXXXXXXXX (*your order ID)

AVG has partnered with established eCommerce providers that manage the online sales and distribution of our products and services. The table below includes the different descriptors used by each of our authorized partners:

What happens if my credit/debit card has expired?

If your credit/debit card will expire before your next billing date, you receive a notification email 30 days before the billing date that allows you to enter new payment details. This notification email is sent from notification@emails.avg.com or no.reply@avg.com with the subject: Important information regarding your AVG Technologies subscription.

After you enter and confirm new payment details via the notification email, you are not charged until the next scheduled billing date for your subscription.

How can I update my payment card details?

The following methods are available for updating your payment card details:

• AVG Account: You can add new payment card details via your AVG Account. For instructions, refer to the following article:
  • Managing subscriptions via your AVG Account ▸ Change my payment card details
• AVG Support: You can add new payment card details by contacting AVG Support. Click the link below to open our contact form:
  • Need help?
• Notification email: If your payment card is about to expire, you receive a notification email that allows you to provide new details.

How can I get a copy of my order invoice?

You can retrieve a copy of your order invoice either via the AVG Account that is linked to the email address you provided at checkout, or via an order confirmation email. Follow the relevant instructions below:

To retrieve an invoice via your AVG Account:

1. Sign in to your AVG Account and click See your order history on the Order history tile.
2. Click Get invoice in the box for the relevant AVG purchase.

To retrieve an invoice via an order confirmation email:

1. Open the order confirmation email that you received after purchase from notification@emails.avg.com or no.reply@avg.com (or avg.cs@digitalriver.com for older confirmation emails).
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.

Where can I find my order ID number?

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

• Finding your AVG order ID number

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.

How can I identify which authorized reseller processed my order?

AVG has partnered with established eCommerce providers that manage the online sales and distribution of our products and services.

You can verify which authorized reseller processed your purchase using one of the methods below:

• Billing Statement: Check the descriptor that appears next to the purchase on your billing statement.
• Order confirmation email: Open the order confirmation email that you received after purchase. The reseller that processed the order is normally shown in the body of the email under Authorized reseller.

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:

• Cancellation and refund policy

How can I request a refund?

You can request a refund for your AVG subscription using either method below:

• Submit your request using our Refund request form.
• Request a refund via the AVG Account that is linked to the email address you provided during the subscription purchase.

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

• Requesting a refund for an AVG subscription

Subscriptions

How do AVG subscriptions work?

AVG products are sold as continuous subscriptions and you do not need to reinstall the application after auto-renewal. This means that your subscription renews at the end of each subscription period unless you manually cancel it before the next billing date.

How can I cancel an AVG subscription?

Do I need to cancel my AVG free trial?

If you entered payment card details before starting a free trial, you need to cancel the trial subscription before it ends 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 on the last day of the free trial.

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

Customer Details

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.

To change your contact email address via your AVG Account:

1. Sign in to your AVG Account with your current contact 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 saved. You now need to use the new email address to sign in to your AVG Account.

How can I update my address and other customer details?

If you need to update your address and other customer details, contact AVG Support and provide both your new and former details.

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.
• Check your email inbox and junk/spam folder again later. Order confirmation emails can take several hours to process and send.
• 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: Retrieving an activation code from your AVG Account
• 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 payment has failed?

For a standalone purchase, we recommend trying a different credit card or choose a different payment method (PayPal or Wire transfer).

If the subscription is entitled for automatic renewal and failed, we recommend to update your payment details. If your payment could not be processed in the regular billing period before your current AVG subscription expires, we try to complete your pending payment up to 14 days after the expiration date with the new payment card.

What can I do if my order is duplicated?

If your order is duplicated, contact AVG Support so that we can assist you. We can combine your orders to extend your AVG subscription period or refund the duplicate order if eligible according to AVG's Cancellation and refund policy.

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 to stop future charges.

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.