Subscriptions

How can I obtain a copy of the license file or activation code for my subscription?

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For most products, you can view your activation code directly in your Avast Account when you log in with the email address you used to make your purchase. For Avast Antivirus, you can also request a copy of your license file by providing the email address you used to make the purchase.

For other products, contact Avast Support and provide your name and order number so that we can identify your order.

What do I do if the license file from my order confirmation email is modified or corrupted?

If you received a modified or corrupted license file in your order confirmation email, refer to the following article to repair and reset Avast Antivirus:

If the issue persists, request a copy of your license file (for Avast Antivirus only) by providing the email address you used to make the purchase.

If the newly downloaded license is also modified or corrupted, contact Avast Support and provide your name and order number so that we can identify your order.

Can I transfer my Avast subscription to a different PC?

Yes. For information about transferring an Avast subscription from one PC to another, refer to the following article:

If you have a multi-device subscription, you can activate your subscription on the number of devices specified in your order confirmation email.

Continuous subscriptions

How do I cancel a continuous Avast subscription?

For instructions to disable your continuous Avast software subscription, refer to one of the following articles according to the distributor you purchased the subscription from:

To cancel continuous subscriptions purchased via Allsoft (Softline Group company), AstroPay, or Cleverbridge, use the following form:

To disable a continuous Avast subscription:

1. Open iTunes and ensure you are signed in with your Apple ID.
2. Click Account at the top of your computer screen, then select View My Account.
3. Type your password, then click View Account.
4. On the Account Information page, scroll down to Settings.
5. Click Manage next to Subscriptions.
6. Click Edit next to the relevant Avast subscription, then click Cancel Subscription.

For detailed instructions, refer to the following Apple Support article:

To disable a continuous Avast subscription:

1. Open the Google Play Store on your device.
2. Tap the ☰ Menu icon in the top-left corner of your screen, then select Account from the list.
3. Tap Subscriptions, then tap Cancel below the relevant Avast subscription.
4. Tap Cancel Subscription to confirm the cancellation.

For detailed instructions, refer to the following article:

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To disable a continuous Avast subscription:

1. Open the App Store on your deivce.
2. Tap your profile photo in the top-right of the screen.
3. Tap Manage Subscriptions, then tap the relevant Avast subscription.
4. Tap Cancel Subscription to disable the continuous subscription.

For detailed instructions, refer to the following Apple Support article:

What do I do if my new subscription period does not include time leftover from my previous subscription?

When you purchase an Avast software 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 Avast Support so that we can extend it manually.

Payment Information

How do I recognize Avast purchases on my debit/credit card statement?

Avast has partnered with established eCommerce providers that manage the online sales and distribution of our software products and services. If you purchase a subscription for an Avast product from the official Avast website or from the user interface of your Avast software product, the transaction and order is fulfilled by one of our authorized partners.

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Below are the contact details of each of our authorized distributors, including the credit card descriptors that appear on your credit card statement when you purchase a subscription from them. To identify which Avast distributor you purchased your subscription from, refer to the details below:

• Digital River
  Credit card descriptors: DRIAvast, Digital River, DRI, DR*Avast
  Company website: www.digitalriver.com
  Transaction inquiries: Contact form
• Nexway
  Credit card descriptors: Nexwaysoftware.com, Avast/Nexway, Nexway SAS, Nexway S.A.R.L.
  Company website: www.nexway.com
  Transaction inquiries: Contact form
• Allsoft (Softline Group company)
  Credit card descriptors: NILTASOFT LIMITED (for Poland), MOSKVA.G AVAST (for Russia), ALMATY/SOFTLINE (for Kazakhstan), KYIV/PAYMASTER.UA (for Ukraine)
  Company website: www.allsoft.ru
  Transaction inquiries: Contact form
• AstroPay
  Credit card descriptors: AstroPay, Webpay Srl, Mercado Pago Avast
  Company website: www.astropay.com
  Transaction inquiries: Contact form
• Cleverbridge
  Credit card descriptors: CBA*AVAST Software s.r.o
  Company website: www.cleverbridge.com
  Transaction inquiries: Contact form

If you see a charge on your credit card that you do not recognize or you need assistance with an order, contact your authorized distributor directly.

How can I update my credit/debit card details for a continuous subscription?

You can update your payment details for a continuous subscription according to your order distributor:

• Digital River: update your payment details on the Digital River web portal using the login information in your order confirmation email. For detailed instructions, refer to the following article:
• Nexway: update your payment details on the Nexway web portal using the login information in your order confirmation email. The Nexway web portal varies according to your region:
  • USA | UK | Canada | EU | Brazil
  For detailed instructions, refer to the following article:
• Allsoft (Softline Group company): contact Allsoft directly and request an update of your payment details.
• AstroPay: contact AstroPay directly and request an update of your payment details.
• Cleverbridge: contact Cleverbridge directly and request an update of your payment details.

How can I obtain a copy of my order invoice?

You can obtain a copy of an order invoice according to your order distributor:

• Digital River: view or print your order invoice from the Digital River web portal using the login information in your order confirmation email.
• Nexway: view or print your order invoice from the Nexway web portal using the login information in your order confirmation email. The Nexway web portal varies according to your region:
  • USA | UK | Canada | EU | Brazil
• Allsoft (Softline Group company): contact Allsoft directly and request a copy of your order invoice.
• AstroPay: contact AstroPay directly and request a copy of your order invoice.
• Cleverbridge: contact Cleverbridge directly and request a copy of your order invoice.

Order Processing

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 Avast subscription after the full payment is received. Before contacting Avast 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 Avast Support for assistance.

Why haven't I received my Avast subscription after making a credit/debit card purchase?

If you do not receive an order confirmation email containing your Avast subscription details after purchasing a subscription with a credit or debit card, we recommend you check the junk/spam folder in your email account in case the order confirmation was filtered from your inbox.

If your order confirmation email does not arrive to your email inbox or junk/spam folder, you can obtain your activation code from your Avast Account:

1. Log into your Avast Account using the same email address you used to make the purchase.
2. Under the relevant subscription, your Activation code is visible.

For Avast Antivirus, you can also request a copy of your license file by providing the email address you used to make the purchase.

If you are still unable to locate your order confirmation email, or obtain a license or activation code, contact Avast Support and provide the Full Name and Street Address that should appear on your order. Once we identify your order, we will adjust your email address and resend the subscription details to you.

What can I do if my order is duplicated?

If your order is duplicated, contact Avast Support so that we can assist you. Depending on your preference, we can combine your orders to extend your Avast subscription period or refund the duplicate order.

To arrange a refund, refer to our refund procedure for more information.

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General

How can I update my email address and other customer details?

If you need to update your email address or other customer details, contact Avast Support and provide both your new and former details. You also need to provide your order number, if possible, so that we can update your details in our customer database.

What can I do if I am not satisfied with how Avast Support handled my order inquiry?

Avast 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 Avast Support.

In your support ticket, provide as much information as possible about your case, including:

• Your name
• Order number
• Ticket ID (if applicable)

Additionally, provide as many details as possible, such as the name of the staff member who dealt with your inquiry, a summary of your original issue, and any other information that you believe is pertinent to your case.

Refunds

What is the refund procedure for Avast products?

Avast offers a 30-day, money-back guarantee from the date of purchase for most products.

Before requesting a refund, refer to our support articles for help managing your product. Article topics include:

Installing an Avast product:

• Avast Premium Security (previously Avast Premier) | Avast Free Antivirus | Avast Omni | Avast Premium Security for Mac
• Avast Internet Security | Avast Pro Antivirus
• Avast SecureLine VPN | Avast SecureLine VPN for Mac
• Avast Cleanup Premium | Avast Cleanup Pro for Mac

Activating an Avast subscription:

• Avast Premium Security (previously Avast Premier) | Avast Omni | Avast Premium Security for Mac
• Avast Internet Security | Avast Pro Antivirus
• Avast SecureLine VPN | Avast SecureLine VPN for Mac
• Avast Cleanup Premium | Avast Cleanup Pro for Mac

Obtaining a copy of your license file (for Avast Antivirus only):

Transferring a subscription to another PC:

Disabling a continuous subscription for Avast products:

Handling duplicate orders:

For help with something else, contact Avast Support directly.

How can I request a refund?

To request a refund for an Avast product for Windows or Mac, contact Avast Support and provide the following details:

• Your name
• Order number
• Reason for the refund request

Before submitting a refund request, refer to our refund procedure for more information.

• All paid Avast consumer products

• All supported operating systems

Screenshots

Description

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I downloaded the App after a friend said it protects you when you are on a publick Wifi and after calling Tech Support to inquire about a pop up that I would get asking for access to my Keychain every time I connected; I was told by the rep that they did not support Macs. After insisting that the Apple Store and Avast’s website say otherwise she asked me to generate a ticket online. I followed the steps and asked questions but could not get an immediate answer. I was asked to use the app to create a “support package” which was generated as a zip file from the app I decided to call Apple. I could not get a refund and still don’t know if it was working but WORSE than that I don’t know if the App was safe or if it got access to any of the info in my Keychain.
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Developer Response,

VPN establishes an encrypted connection between your client and Avast gateway and routes all your internet traffic through this connection. The encryption is based on a pre-shared key stored by the application to the login keychain. When the Apple's Network extension framework is asked to setup the network configuration, it needs an access to be granted to this keychain item. Therefore the framework displays an alert 'neagent wants to access key 'com.avast.osx.secureline' in your keychain'. You can grant the access one-time or permanently.
Keychains work on the macOS the way that any application has access only to items it has created before. If it wants access to any other item, it needs to ask for its access individually. You don’t need to be afraid of a misusage.
Regarding the technical support, it is a long term issue we are aware of and it will need to be addressed by the company.

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I wouldn’t recommend Avast. Yes it is easy to set up and use but god forbid you need any customer support. I wanted to upgrade my plan and add a mobile license but there getting my account info was a pain. I tried calling customer support (twice) and attempted to navigate their site for an hour and had zero resolution. They hang a sign that say customer support but honestly it’s just for show. I canceled my subscription and wouldn’t recommend them to anyone because when problems occur there’s no help to be held.

Information

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