Consumer Products > Avast Cleanup

Cancel Cleanup Premium auto renewal

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REDACTED:
Hello,

I decided to try the 60 days free trial for Cleanup Premium today. I entered my credit card information together with my email adress. At this point I should mention I did not receive an email confirming my order.

I then tried deactivating the auto renewal cancellation. I opened Cleanup Premium, went to Subscription then clicked on the View my account link. (See attached image Cleanuppremium1.jpg)

I took me to the Avast account login page. No way to remember my password so I clicked the "Can't access your account ?" link which prompted me to enter my email adress.
First surprise : I got an error message telling me my email adress is not registered. This is the same email adress I used to process the payment to Cleanup Premium. I should mention that I did have an avast account since I have previously received emails from Avast.

I then went to the support page about deactivation which tells me to go this website: https://www.avast.com/fr-fr/find-order
First option is to use the order number. Since I did not receive an order confirmation I went with the second option of using my email adress and 4 last digit of my credit card number.
Second suprise : I get an error message telling me the information I entered is incorrect.

So at this point I have no way to connect to an account, and no way to track my order. But I certainly did give my credit card information for the free trial, that was not an issue for Avast apparently.

I decided to create an Avast account with my email adress thinking maybe this would work. Well it doesn't. It says in my account that I have no licenses registered or anything.

So now, I have a useless avast account that doesn't allow me to deactivate the auto renewal.

I would strongly appreciate some help to deactivate the auto renewal of Cleanup Premium. This is outrageous that I was able to place a purchase without an account in the first place. Or without Avast checking any account information. And it is outrageous and shady business practice for the deactivation to be impossible by myself, in my case.

Regards

Stellarman:
Hi,

I agree that it might be sometimes quite confusing.
Anyway you should have a confirmation email with a subject like Avast - Order Confirmation (Order #XXXXXXXX) in this email you have two important information Order ID and Password.
You can use these two to login here: http://www.avast.com/en-us/find-order where you can manage your subscription.

If you didn't get the email for some reason, please contact our support directly here: http://support.avast.com/ and they should help you to get it done.

Thank you.

REDACTED:
Hello,

Thank you for your reply.

Unfortunately, I did not receive an order confirmation email.

The support website is not clear enough for me. Can you please tell me which topic I should look for ?

Edit : All relevant topics on the support website require an order number or order ID, which I don't have. I can  give you other information about the order such as my Name, postal code, and time attention which I placed the order. I can give you the email address I used for the order, although I suspect I may have mistyped it when placing the order. It would explain why I didn't get a confirmation email.

Regards

REDACTED:
This "free trial" thing is nothing but a scam. I also did not receive an email listing my order number, etc. so it is impossible to cancel the "free" trial. The website is amazingly convoluted and difficult to use, on purpose, so you will get frustrated and simply give up. I am stopping payment through my bank, and I suggest everyone do the same. This company is a crooked enterprise.,,BEWARE!

REDACTED:

--- Quote from: bushfilm on January 03, 2018, 07:37:18 PM ---This "free trial" thing is nothing but a scam. I also did not receive an email listing my order number, etc. so it is impossible to cancel the "free" trial. The website is amazingly convoluted and difficult to use, on purpose, so you will get frustrated and simply give up. I am stopping payment through my bank, and I suggest everyone do the same. This company is a crooked enterprise.,,BEWARE!

--- End quote ---

Thank you, I am glad I am not the only one thinking this.

Would you mind sharing the ISC number or the Digital River company so I can oppose the payment too ? I can't seem to find it.

I have always used Avast as my antivirus software. But now, knowing that they use such dishonest business practices, I am definitely removing and changing software and staying the hell away from this company.

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