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Avast Products => Avast Free Antivirus / Pro Antivirus / Internet Security/ Premier => Topic started by: Eupher on December 02, 2012, 12:57:39 PM

Title: Cancel Automatic Renewal
Post by: Eupher on December 02, 2012, 12:57:39 PM
Okay, guys, I've spent the better part of an hour in trying to figure out just how to cancel automatic renewal. This "feature" was touted as being quick and simple and allegedly easy to find, but after scouring the web site and this forum, I've found nothing.

I have no issue with Avast! - it seems to do what it's supposed to do. But I loathe and detest these automatic "gotcha" situations and where and when I want to renew, I'll make that deliberate call at that time.

Can someone point me in the right direction?

TIA
Title: Re: Cancel Automatic Renewal
Post by: mikaelrask on December 02, 2012, 01:03:08 PM
hey and welcome to the forum.

are you talking about a new license  for free-pro or suite?
the free license can your registry directly from the program interface.

for pro and suite you need to pay for a license witch you insert into the program interface as well.

http://www.avast.com/registration-free-antivirus.php - for 1 year of free license for avast free.
Title: Re: Cancel Automatic Renewal
Post by: Eupher on December 02, 2012, 03:41:21 PM
I have a license for the full suite. I simply would like to cancel the "automatic renewal" thing they rope you into.
Title: Re: Cancel Automatic Renewal
Post by: Pondus on December 02, 2012, 03:51:21 PM
Did you create a online account?
Have you logged in and had a look there?
Title: Re: Cancel Automatic Renewal
Post by: essexboy on December 02, 2012, 03:56:40 PM
I have AIS and I have never had an automatic renewal
I have had popups stating that it will expire and offering a new subscription, but that is all
Title: Re: Cancel Automatic Renewal
Post by: mag on December 02, 2012, 06:02:05 PM
Anyone out there ever had a paid product automatic renewal charged by avast!?

(I will be very disappointed if they really have started doing this.)
Title: Re: Cancel Automatic Renewal
Post by: essexboy on December 02, 2012, 06:09:02 PM
The only way that I am aware of that this could be done is if it was a continuous credit card charge..  In which case it would be Digital River or whoever you purchased it from.  But as far as I know this is a big no, no for online purchases
Title: Re: Cancel Automatic Renewal
Post by: avast@@dvantage77.com on December 03, 2012, 10:21:32 PM
Dear Sir,

This is the only instance in my 10 years of selling avast! that I have ever heard of this situation.  avast! corporate does NOT offer this. Who does the billing go to.  It will have to be either a reseller or illegitimate.

J.R. Guthrie
Title: Re: Cancel Automatic Renewal
Post by: Para-Noid on December 03, 2012, 11:16:59 PM
However the method of payment (checking, debit or credit card) you can always contact them and have them place a "stop payment" on that payment. That way no money will change hands.  :)
Title: Re: Cancel Automatic Renewal
Post by: MartinZ on December 05, 2012, 11:36:31 AM
Okay, guys, I've spent the better part of an hour in trying to figure out just how to cancel automatic renewal. This "feature" was touted as being quick and simple and allegedly easy to find, but after scouring the web site and this forum, I've found nothing.

I have no issue with Avast! - it seems to do what it's supposed to do. But I loathe and detest these automatic "gotcha" situations and where and when I want to renew, I'll make that deliberate call at that time.

Can someone point me in the right direction?

TIA

Hi Eupher,

please go to this site:
http://www.avast.com/find-order
and change your order. All the information for login are included in your confirmation email you received just after purchase.

Martin
Title: Re: Cancel Automatic Renewal
Post by: mag on December 05, 2012, 04:36:28 PM
So have avast! now started using paid product automatic renewal?

If so, from when?

I can't recall seeing any warning of this when I bought my two year AIS subscription about 18 months ago.

I will not be pleased if avast! now think they can just assume I will be renewing, and charge me unless I can find a way of advising them to the contrary (ie find the order details/card details used, and go to the trouble of having to stop them).

With some other companies getting them to acknowledge such contact and actually cancel has been problematic.
Title: Re: Cancel Automatic Renewal
Post by: Gopher John on December 05, 2012, 04:44:46 PM
There was nothing about automatic renewal when I purchased AIS in October of this year.  Automatic renewal won't work for me, as I used a one time use secure credit card number, generated at my card holder's site specifically for that purchase.  When another charge is applied to that number, it will be rejected as that number no longer exists.
Title: Re: Cancel Automatic Renewal
Post by: mag on January 09, 2013, 07:27:43 PM
Okay, guys, I've spent the better part of an hour in trying to figure out just how to cancel automatic renewal. This "feature" was touted as being quick and simple and allegedly easy to find, but after scouring the web site and this forum, I've found nothing.

I have no issue with Avast! - it seems to do what it's supposed to do. But I loathe and detest these automatic "gotcha" situations and where and when I want to renew, I'll make that deliberate call at that time.

Can someone point me in the right direction?

TIA

Hi Eupher,

please go to this site:
http://www.avast.com/find-order
and change your order. All the information for login are included in your confirmation email you received just after purchase.

Martin
Martin,
Can you (or anyone else) show me where the autorenewal details are to be changed?

I have logged in to my orders and looked at my order details, but I can't see how to cancel auto-renewal.
Thanks
Title: Re: Cancel Automatic Renewal
Post by: avast@@dvantage77.com on January 09, 2013, 08:45:16 PM
Dear Martin,  it depends on which vendor you purchased from, but most likely it is Digital River (Commerce Express):

•         End customer contact list for Element5 (e5)
 
USA & NORTH AMERICA - English
 
english:                support@us.element5.com
 
phone:                 +1 952-646-5022 (from outside the U.S.)
phone:                 +1 800-406-4966 (from inside the U.S.)
fax:                        +1 952-646-4552
 
english:                http://esd.element5.com/ccc/index.html?publisherid=26451&languageid=1
 
•         End customer contact list for Commerce Express (CX)
 
USA & NORTH AMERICA - English
 
CX CUSTOMER SERVICE USA & NORTH AMERICA:
 
all:          avast@digitalriver.com
 
phone: +1 952-908-4150 (english)
 
all:          www.findmyorder.com
Title: Re: Cancel Automatic Renewal
Post by: schmidthouse on January 09, 2013, 08:51:44 PM
Well I renewed on Jan 01/2013 and this is what was included/offered apparently by 'digital river' :-\ 8)

>>>>"Your purchase includes our auto-renewal plan. This plan is designed to save you time, effort and risk by automatically extending your license automatically when it expires.

Under the auto-renewal plan, we will automatically renew your license for successive one (1) month, one (1) year, two (2) year or (3) renewal terms (depending on the term of the initially purchased product). As a reminder, you have expressly authorized and permitted Digital River ("DR") to bill each renewal fee to your selected payment method, until you cancel or DR discontinues your participation in the auto-renewal plan. Your renewal fee for each license renewal will be the retail price of one (1) month, one (1) year, two (2) year or (3) license (depending on the term of the initially purchased product) plus applicable taxes and fees.

We will send at least one email to remind you of each upcoming renewal through the auto-renewal plan before we renew your license and bill your selected payment method. You must ensure DR has a current email address on file in order to send these emails, and that the digitalriver.com domain is not blocked by your spam filtering software You may cancel your participation in the auto-renewal plan at any time with respect to future renewals. Please note that in case you discontinue automatic renewals of your license, you must manually renew to ensure uninterrupted use of your license."

To review the Digital River terms of sale, please click here:
https://drhadmin.digitalriver.com/store/defaults/en_CA/DisplayDRTermsAndConditionsPage/eCommerceProvider.Digital+River%2C+International+SARL
Title: Re: Cancel Automatic Renewal
Post by: mag on January 09, 2013, 10:44:24 PM
I've logged into my avast order with digital river ok.

What I can't find is anywhere within my order that mentions autorenewal status, or how I can cancel autorenewal.

My order was in May 2011 - perhaps that was before they started the autorenewal scheme?
Title: Re: Cancel Automatic Renewal
Post by: 555py on November 20, 2013, 01:58:50 AM
Hello everybody, I took the time to register to this forum, so people don't have to waste their time trying to find out how and where to cancel their automatic renewal subscription from Avast.
To be honest, I think Avast is really making it hard for somebody to get to the right place to do this, I spent time looking for a link or reading their stupid faqs about this but couldn't find iany, not even loggin in into my account!
Came to find out that, you have to contact the customer service human robots at digitalriver.com to get this done, you have to know your order number, which came in your confirmation email when you first purchased the software.
Their number is (952) 908-4150
Hope this help and for this reason Avast you just lost a customer.
Title: Re: Cancel Automatic Renewal
Post by: Gorg on November 20, 2013, 02:29:25 AM
It's there in the checkout screen. I posted a screenshot it your other thread, 555py.
Title: Re: Cancel Automatic Renewal
Post by: tlawren on February 08, 2014, 08:06:55 PM
Cancel my automatic renewal order#12030098144    I have a new computer and subscribed to a new service through you.

Timothy Lawrence
Title: Re: Cancel Automatic Renewal
Post by: henry35 on October 29, 2014, 04:27:20 AM
cancel automatic renewal
Title: Re: Cancel Automatic Renewal
Post by: henry35 on October 29, 2014, 04:30:07 AM
Invoice ID: 107077-2, cancel automatic renewal
Title: Re: Cancel Automatic Renewal
Post by: gwakely on October 30, 2014, 10:20:34 AM
   I would like to cancel my automatic renewal  Name Gary Wakeley e-mail gwakely@roadrunner.com

   I.D. no 14001775542
Title: Re: Cancel Automatic Renewal
Post by: marleneanderson on October 30, 2014, 12:46:42 PM
Order ID:15997167428
I wish to cancel Automatic renewal
Marlene Anderson
Title: Re: Cancel Automatic Renewal
Post by: josephmjessup on November 01, 2014, 11:32:20 PM
  I have not used their product for months. When I tried to cancel my subscription, they said when I uninstalled AVAST the debits would stop.  3 months in a row they kept doing it.  Then I got an email from avast explaining how to log in and select cancel subscription.  I followed the instructions, and that option did not exist. I called avast and asked them what the problem was, and the lady in customer support said the email instructions I was following were erroneous (their own instructions) and that I had to put it into to a support order, and select cancel subscription as that option. Again I went into avast, and that option did not not exist as well.  I did send a complaint with the description of the problem.  I got an automated reply from avast saying my work order was being reviewed and they would contact me. but no reply.  Today I called Avast technical support, and they said they could not help.  I feel avast is a scam. I hate them worse than cancer and the plague.
Title: Re: Cancel Automatic Renewal
Post by: josephmjessup on November 01, 2014, 11:40:56 PM

Cancel my auto renewal   Order ID: 14115025800
Title: Re: Cancel Automatic Renewal
Post by: josephmjessup on November 05, 2014, 05:01:10 PM
They charged my card again, even though I went through the steps AVAST instructed me to do.  Total SCAM.
Title: Re: Cancel Automatic Renewal
Post by: hitech101 on November 05, 2014, 08:45:48 PM
Pay with PayPal, you can go to that account and cancel any future payments to Digital River. Problem solved, they can't auto renew...at least they won't get paid for it.rasyxk
Title: Re: Cancel Automatic Renewal
Post by: Sorzy on November 06, 2014, 05:02:12 AM
If you have your order confirmation, go to/get it and click on the order portal link.

Once there, go back to the order confirmation and copy and paste both the order ID and the password they gave you. Once where that takes you, click on manage subscription. Once where that takes you, look for automatic renewals and make sure the off box/circle is checked. Or, if you want them to automatically bill you for renewal, check that box. Whatever you do, go back in and make sure your selection is what you want, if you changed it from what it was, because I didn't and don't see a save changes button/tab. But then mine was already set to off for automatic renewals because when I placed my order I saw it and made sure it was off before completing my order.

Hope this helps!!!
Title: Re: Cancel Automatic Renewal
Post by: bob3160 on November 12, 2014, 12:36:42 AM
Paying attention to what you agree to when installing the program always helps
as shown in this video:
http://youtu.be/lMbJXy2lXQ4 (http://youtu.be/lMbJXy2lXQ4)
It's always easier to prevent this type of situation by making sure it doesn't exist in the first place.
If you didn't catch the auto renewal option at installation than you can change it under the renewal option in your
my.avast.com account.
Title: Re: Cancel Automatic Renewal
Post by: FUAvast on December 04, 2014, 06:59:24 PM
This is my first day of having Avast, and I hate it already. I agree with others that it seems like a scam. However, I think I have found the answer to this question... sadly, some 2 years after the OP asked it and never received an adequate answer.

When I purchased a year of Avast Internet Security (plus yes, I did try Grimefighter because I have been having some PC issues and want extend the life of my computer a little longer before I have to buy another, and hoping this will improve its performance), it went through this thing Digital River, and I was given no choice at all to opt out. If I wanted the software, it said clearly on my purchase page that I would be automatically enrolled in an autorenewal program - which I think is about the lowest thing a company could ever do to its customer. What that would likely mean for me, is well after I've forgotten about the details of this purchase, and well after I've stopped using the card I put it on (but did not cancel said card), I would receive a charge I did not ask for, I would then not pay it because as far as I'm aware I am not using that credit card, and my perfect credit would be destroyed over some POS scam like AVAST. So, extremely not cool, and Avast has lost major points with me. Much worse, I have wasted 2 hours of my time trying to figure this out, because Avast goes out of their way to not tell you anything about it, and the account home page is totally worthless, with no useful settings I can change whatsoever. [Plus, why is there a picture of an American flag that says "Europe, English," and a Canadian English, and yet another Europe, English?? There is no such thing as the US?... The means for even installing this nonsense was made far from clear. So clearly this company is far from intuitive and user-friendly, which is surprising given the great ratings they had which prompted me to buy it. OK, no time for ranting... back to the topic at hand.]

However, for those who have been affected the same way I was, here is how you get out of it:

Find the email you received for your new Avast subscription. It will have a password on it, an order ID #, and if you scroll towards the bottom, there will be a paragraph about the autorenewal called "Auto-Renewal Plan Terms." Near the bottom of that paragraph, it says "You may cancel your auto-renewal plan at any time by logging into the My Subscriptions portal." The phrase "My Subscriptions portal" is a link - you must click on it, there is no other way to access this autorenewal anywhere, and you certainly can't get to it from within your Avast account.

In my case, this is the link, but I can't guarantee you it will be the right link for you, seeing as it is specific to my country and language, etc.:
https://store.avast.com/DRHM/store?Action=DisplayCustomerServiceOrderSearchPage&SiteID=avast&Locale=en_US

Once there, you need to enter the order ID# and password sent to you in that email. From there, you can click on the blue button "Manage Subscription."

For some strange reason, when I did so, it said my subscription was already on Manual, with Auto-Renewal Off. So maybe this is yet another glitch with Avast, and not actually something that will happen to most customers despite the claims on Avasts' purchase page that it will happen to you without choice. I don't know. I just know they told me it would Autorenew, and then when I went in to change that, it seemed that I had wasted 2 hours researching this for nothing. Whatever. At least it says it's off, so hopefully I will not be charged by these idiots.

A note, it would seem that the Autorenewal function does not affect programs outside of the actual anti-virus ("Internet Security"), since there is no place to log in for Grimefighter, etc. So if you purchased an additional program, it would seem that these are not auto-renewed since they are not seen as essential, just Internet Security. Still obnoxious, and even more so if you bought a multi-year subscription so that this will REALLY be a surprise when the time comes.

Hopefully, this explanation will help others who read that fine print on their purchase and were like - wait, WHAT??! Hopefully my wasted morning will save you a little extra time.
Title: Re: Cancel Automatic Renewal
Post by: DavidR on December 04, 2014, 07:36:22 PM
An abbreviated post was placed on Reply #28, two posts above yours.
If you have your order confirmation, go to/get it and click on the order portal link.

Once there, go back to the order confirmation and copy and paste both the order ID and the password they gave you. Once where that takes you, click on manage subscription. Once where that takes you, look for automatic renewals and make sure the off box/circle is checked. Or, if you want them to automatically bill you for renewal, check that box. Whatever you do, go back in and make sure your selection is what you want, if you changed it from what it was, because I didn't and don't see a save changes button/tab. But then mine was already set to off for automatic renewals because when I placed my order I saw it and made sure it was off before completing my order.

Hope this helps!!!
Title: Re: Cancel Automatic Renewal
Post by: marber on March 07, 2015, 01:18:11 AM
If you have your order confirmation, go to/get it and click on the order portal link.

Once there, go back to the order confirmation and copy and paste both the order ID and the password they gave you. Once where that takes you, click on manage subscription. Once where that takes you, look for automatic renewals and make sure the off box/circle is checked. Or, if you want them to automatically bill you for renewal, check that box. Whatever you do, go back in and make sure your selection is what you want, if you changed it from what it was, because I didn't and don't see a save changes button/tab. But then mine was already set to off for automatic renewals because when I placed my order I saw it and made sure it was off before completing my order.

Hope this helps!!!

I think Sorzy has the answer. You have to actually copy and paste the order number and password from the email. Just typing them in doesn't work.
Thanks Sorzy. It was driving me crazy. Although I haven't yet received a confirmation email, doing the copy and paste trick got me to where I did click disable auto renewal.
Title: Re: Cancel Automatic Renewal
Post by: gibbonici on March 08, 2015, 02:09:20 PM
I tried that but it didn't work. All I got was this message:

Error:
We are unable to perform the selected action. We apologise for the inconvenience.
Error Number:  SIT_000002


Title: Re: Cancel Automatic Renewal
Post by: billclev1 on April 05, 2015, 03:00:09 PM
order ID 13607110200,  please cancel automatic renewal, just no longer need it for our church account. Than ks Bill Clevenger
Title: Re: Cancel Automatic Renewal
Post by: Pondus on April 05, 2015, 03:11:47 PM
order ID 13607110200,  please cancel automatic renewal, just no longer need it for our church account. Than ks Bill Clevenger
tried FAQ section for how to do info?   https://www.avast.com/en-eu/faq.php?q=renewal#searchForm