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AVG Account - FAQs

General

What is an AVG Account?

An AVG Account is a portal for managing your paid AVG subscriptions. The following options are available via your AVG Account.

  • 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?

No. An AVG Account is not automatically created when you purchase an AVG subscription. You can create an AVG Account manually with an email address that is not already linked to a different AVG Account.

To ensure that a previously purchased AVG subscription appears automatically in your new AVG Account, register the AVG Account with the same email address that you provided at checkout.

How can I create an AVG Account?

To create a new AVG Account, follow the link below:

Create an AVG Account
To ensure that a previously purchased AVG subscription appears automatically in your new AVG Account, register the AVG Account with the same email address that you provided at checkout.

For detailed instructions on how to create an AVG Account, refer to the following article:

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

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. You can create a new AVG Account with this email address or try entering a different email address.

I don't know my password

You can reset your password using the recover password page.

For detailed instructions, refer to the following article:

If you have multiple AVG Accounts that are linked to different email addresses, you can contact AVG Support to request that your AVG Accounts are merged.

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:
  2. Click the Subscriptions tile.

The 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 managing subscriptions via your AVG Account, refer to the following article:

If an AVG subscription does not appear in your AVG Account, refer to the following section in this article for advice:

How can I cancel an AVG subscription via my AVG Account?

Follow these steps:

  1. Sign in to your AVG Account using the link below:
  2. Click the 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:

It is not possible to cancel an AVG subscription purchased via Google Play Store or the App Store using your AVG Account. To learn how to cancel a subscription via one of these vendors, refer to the following article:

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:
  2. Click the 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.

If you want to update payment card details for multiple AVG subscriptions, you need to follow the steps above for each subscription individually.

For detailed instructions, refer to the following article:

What if I don't see a subscription 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. If you provided a different email address at checkout, contact AVG Support to manually link the subscription to your AVG Account.

The following AVG subscriptions and services do not appear in your AVG Account:
  • AVG subscriptions purchased via Google Play Store or the App Store.
  • AVG Express Install
  • AVG Virus & Spyware Removal
  • AVG Virus Removal Assurance
  • AVG Premium Tech Support

Order history

How can I see my order history?

Follow these steps:

  1. Sign in to your AVG Account using the link below:
  2. Click the Order history tile.

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

The Order history screen does not show purchases that were processed by Google Play Store or the App Store. Additionally, you only see payments made using the email address you use to sign in to your AVG Account.

How can I find my AVG order ID number?

Follow these steps:

  1. Sign in to your AVG Account using the link below:
  2. Click 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:

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:
  2. Click 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 payments made by credit/debit card or PayPal, the refund process can take up to 7 business days. For other payment methods, the refund process can take up to 14 business days.

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

How can I retrieve a copy of my order invoice?

  1. Sign in to your AVG Account using the link below:
  2. Click 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.

Customers from the European Union and several other countries (for example, Canada and Australia) may download a VAT Invoice or a credit memo in PDF format. Customers from the rest of the world may print the invoice by clicking Print.

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:

What is the Community forum?

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

We cannot guarantee that all questions posted in the AVG Support Community will receive a response directly from an AVG Support agent.

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:

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

After you change the email address that is connected to your your AVG Account, the following changes occur:
  • You will need to use the new email address to sign in to your AVG Account.
  • Your AVG Account will display only the subscriptions and payments that are associated the new email address.
  • Notification emails (for example, notifications about up-coming payments) will be sent to the new email address.

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:
  2. Click 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.

If you see the message This email address is already being used in another account, contact AVG Support and request that your current AVG Account is merged with the previous AVG Account.

How can I change my AVG Account password?

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

Troubleshooting

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, return to the AVG Account sign in page, and manually enter your AVG Account credentials instead of using the Continue with Google option.

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:

  • All AVG consumer products
  • All supported operating systems

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