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Simply Antivirus, Success Built on Service.
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FAQ

Antivirus Installation and Activation FAQs

This page provides general guidance for installing, activating and troubleshooting software purchased from Simply Antivirus.

Your licence-key delivery email contains:

  • your licence or activation key;

  • the correct download or redemption link;

  • setup and activation instructions;

  • troubleshooting guidance; and

  • details of available support.

Please follow the instructions and troubleshooting guidance included in your delivery email before contacting support.

Simply Antivirus can assist with your order, licence key and initial setup. Manufacturer-account, subscription, billing, device-management and advanced technical issues may need to be handled directly by Norton, Avast, AVG or McAfee.

General Questions

Do you sell outside the United Kingdom?

Yes. Simply Antivirus Ltd accepts orders from customers located in the United Kingdom and selected countries outside the European Union (EU).

We do not currently accept orders from customers located within the European Union (EU).

Due to EU VAT requirements and the additional regulatory and administrative obligations involved in selling to EU consumers, orders from EU countries cannot currently be completed through our website.

Orders from countries outside the UK are subject to:

  • individual product availability;

  • manufacturer restrictions;

  • regional licensing requirements; and

  • whether we currently supply the customer's country.

Our restriction on accepting orders from customers within the EU relates to where Simply Antivirus accepts orders and does not necessarily determine where a particular software licence can be activated or used.

Depending on the manufacturer and product, some licences may be valid for activation and use in the UK, certain European countries or other territories worldwide.

Please check the individual product information for regional compatibility before purchasing.

We may decline or cancel an order where:

  • the customer is located in a country we do not currently supply;

  • the product is not permitted for sale or activation in the customer's country or region;

  • inaccurate or misleading customer, billing or payment information has been provided;

  • a geographical purchasing restriction appears to have been deliberately bypassed using a VPN, proxy, false address or other inaccurate information; or

  • accepting the order would breach a legal, manufacturer, supplier or licensing requirement.

Where an order is cancelled before the digital licence has been supplied, any payment taken will be refunded to the original payment method.

Can I cancel my order?

Contact us immediately if your licence key has not yet been supplied, as we may still be able to stop the order.

Because licence keys are digital content and are normally supplied shortly after successful payment, you will be asked during checkout to:

  • expressly consent to the immediate supply of your digital licence; and

  • acknowledge that you will lose your right to cancel for a change of mind once supply of the digital content begins.

Once your licence key has been emailed, displayed or otherwise made available following that consent and acknowledgement, you will normally no longer be able to cancel simply because you have changed your mind.

Because orders are processed automatically, we may be unable to stop an order once it has entered the fulfilment process.

If your licence key has not yet been supplied, contact support@simplyantivirus.co.uk immediately. We will check whether the order can still be stopped but cannot guarantee that cancellation will be possible.

Your statutory rights remain unaffected if the licence key or digital content is faulty, invalid, incorrectly supplied or not as described.

What happens if my licence key does not work?

Before contacting us, please follow the setup, activation and troubleshooting instructions included in your delivery email.

If the problem remains unresolved, contact support@simplyantivirus.co.uk and include:

  • your order reference;

  • the exact error message;

  • your device and operating system;

  • the country or region in which activation was attempted;

  • the troubleshooting steps already completed; and

  • screenshots of the error where possible.

We may ask you to carry out further troubleshooting or, where appropriate, contact the relevant software manufacturer.

If we establish that a licence key supplied by Simply Antivirus is faulty, invalid, incorrectly supplied or otherwise does not conform to the product description, we will provide an appropriate remedy in accordance with your statutory rights.

I have not received my licence key. What should I do?

Licence keys are sent automatically to the email address entered at checkout.

They are usually delivered within 10 minutes of successful payment, although delivery may take up to 24 hours in exceptional circumstances.

Please check:

  • your spam or junk folder;

  • your promotions folder;

  • that the correct email address was entered at checkout; and

  • whether your email provider has delayed or blocked the message.

If your key has not arrived within 24 hours, email support@simplyantivirus.co.uk and include your order reference and the email address used for your order.

Should I type or copy and paste the licence key?

Either method can work, but copying and pasting is usually the easiest and helps reduce typing errors.

Make sure that:

  • no extra spaces are included before or after the key;

  • all letters and numbers are copied correctly;

  • hyphens are included where shown; and

  • commonly confused characters, such as 0 and O, have not been mixed up.

Can a licence key be redeemed more than once?

A licence key is normally redeemed once and then linked to your manufacturer account.

After redemption, additional installations and device management are usually completed through your Norton, Avast, AVG or McAfee account.

Trying to redeem an already-used key again may result in an invalid, already used or already redeemed message.

Should I remove my existing antivirus first?

You should normally avoid running two full antivirus products at the same time, as they may conflict and affect device performance.

If you are moving from one antivirus manufacturer to another:

  1. uninstall the existing antivirus product;

  2. restart your device;

  3. install the new product; and

  4. activate it using the instructions supplied.

If you are renewing or reinstalling the same product, removal may not be necessary unless the installation is damaged or the manufacturer's instructions advise you to uninstall it.

Should I restart my device?

Restarting your device can resolve many installation, update, subscription-syncing and activation problems.

We recommend restarting your device after:

  • removing another antivirus product;

  • completing an installation where requested;

  • installing important operating-system updates; or

  • completing a troubleshooting or repair process.

How do I know whether the product is compatible with my device?

Check the individual Simply Antivirus product page and the manufacturer's current system requirements before purchasing.

Compatibility may depend on:

  • the operating system and version;

  • whether the device is a Windows PC, Mac, Android phone, iPhone or iPad;

  • available storage space;

  • processor and memory requirements; and

  • whether the operating system continues to receive security updates.

A valid licence key cannot make an unsupported device or operating system compatible.

Can the key be activated outside the UK?

This depends on the individual product and its regional licensing restrictions.

The countries in which Simply Antivirus accepts orders are not necessarily the same as the countries in which a particular licence may be activated.

Depending on the manufacturer and product, some licences may be valid for activation and use in:

  • the United Kingdom;

  • certain European countries; or

  • other territories worldwide.

Always check the regional compatibility shown in the individual product description before purchasing.

A manufacturer may reject activation where the licence region, manufacturer-account country or device location does not meet its applicable licensing requirements.

Is there a time limit for activating my key?

Activation conditions vary depending on the manufacturer and product.

Unless the product page or delivery email states otherwise, we recommend redeeming your licence within a reasonable period after purchase.

Ideally, activate your licence when you are ready to use the subscription rather than storing the key for an extended period.

Do not assume that every licence will remain valid indefinitely if it has not been redeemed.

When does my subscription begin?

The subscription start date depends on the manufacturer and product.

It may begin when:

  • the licence key is redeemed;

  • the product is activated;

  • the subscription is added to your manufacturer account; or

  • an existing subscription is extended.

Check the subscription details displayed in your manufacturer account after redemption.

Will a new key add the remaining time from my existing subscription?

This varies depending on the manufacturer, account and product.

Where the new licence is for exactly the same product, the manufacturer may allow it to extend an existing subscription.

Where it is a different product or package, it may create a separate subscription or replace the installed product.

To reduce the risk of losing remaining subscription time, check your manufacturer account and follow the relevant renewal instructions before redeeming a new key.

Norton FAQs

How do I redeem and install a Norton product?

  1. Use the Norton setup link included in your Simply Antivirus delivery email.

  2. Sign in to your existing Norton account or create one.

  3. Enter the product key when requested.

  4. Follow Norton's on-screen instructions.

  5. Download and install the product on the required device.

  6. Confirm that the correct subscription appears in your Norton account.

Official Norton guidance:
Download a Norton product purchased from a retailer

Norton is asking for payment or billing information. Will I be charged again?

Norton may ask you to provide a payment method when enrolling a subscription in automatic renewal.

Entering payment details should not charge you again for the prepaid subscription period you have already purchased from Simply Antivirus.

However, Norton may use the payment method for a future subscription renewal unless automatic renewal is cancelled through your Norton account.

Carefully review the subscription and renewal information displayed by Norton before continuing.

Simply Antivirus does not control Norton's automatic-renewal system and does not receive the payment details entered directly into your Norton account.

How do I turn off Norton automatic renewal?

Sign in to your Norton account and open the subscription-management area.

Find the relevant subscription, review its renewal settings and follow Norton's available instructions for cancelling or turning off automatic renewal.

Turning off automatic renewal should not normally end protection you have already paid for. Your subscription should remain active until its displayed expiry date.

Norton says the product key is invalid. What should I do?

Check that:

  • you are using the official Norton setup page;

  • the key has been entered exactly as supplied;

  • no additional spaces have been added;

  • you are signed into the correct Norton account;

  • the account country is compatible with the licence region; and

  • the key has not already been redeemed.

If the key was previously redeemed, sign in to your Norton account and check My Subscriptions rather than attempting to enter it again.

You may also be able to enter the key from within Norton:

  1. open Norton;

  2. open the activation or subscription section;

  3. select Enter a key or Enter product key;

  4. enter the 25-character key; and

  5. follow Norton's instructions.

Official Norton guidance:
Enter a Norton product key

The Norton key has already been redeemed. What does this mean?

A Norton product key can normally be redeemed only once.

Sign in to the Norton account used when the licence was first activated and check your subscriptions and registered devices.

Further downloads and installations should normally be managed through your Norton account rather than by trying to redeem the product key again.

If you cannot identify the Norton account used during activation, contact Norton Support.

Can I add the key to my existing Norton account?

Yes, where supported by the product.

Sign in to the Norton account you want to use before redeeming your licence.

After activation, check that the subscription appears in the correct account before installing it on additional devices.

Can I use a Norton key to renew my current subscription?

A retail Norton licence can normally be redeemed through an existing Norton account, but how subscription time is applied depends on the product and your existing subscription.

If the new licence is for the same Norton product, it may extend your existing subscription.

If it is a different Norton package, it may create a new subscription or require a different installation.

Check the product name, device allowance and included features carefully before redeeming the licence.

Do I need to uninstall my existing Norton software?

Not usually when renewing the same or a compatible Norton product.

You may need to uninstall and reinstall Norton where:

  • you are changing to a different Norton package;

  • the existing installation is damaged;

  • Norton Support recommends reinstalling;

  • the application will not update; or

  • another antivirus product is installed.

Restart your device after removing security software.

The Norton download or setup page will not load. What should I do?

Try the following:

  1. check that your internet connection is working;

  2. use an up-to-date browser such as Microsoft Edge, Google Chrome, Firefox or Safari;

  3. try a private or incognito browser window;

  4. clear your browser cache and cookies;

  5. temporarily disable a VPN or proxy;

  6. check that your device's date and time are correct; and

  7. try another trusted internet connection.

Do not use download or support links supplied through unexpected pop-ups, advertisements or unsolicited callers.

Use the link supplied in your Simply Antivirus delivery email or navigate directly through Norton's official website.

Norton shows the wrong country or says the key is unsupported in my country. What should I do?

Check the country or region recorded in your Norton account.

A difference between your Norton account country and the permitted licence region may prevent activation.

If your account details are incorrect, correct them where Norton permits, sign out, sign back in and try again.

If the issue continues, contact Norton Support.

Where can I obtain Norton Support?

Norton provides official assistance with installation, activation, subscriptions, accounts, billing and technical problems.

Norton Customer Support:
https://support.norton.com/sp/en/gb/home/current/help-center

Contact Norton Support:
https://support.norton.com/sp/en/gb/home/current/contact

Support options may vary depending on the product, issue and availability.

Avast FAQs

How do I install and activate Avast?

  1. Download the correct Avast product using the link supplied in your Simply Antivirus delivery email.

  2. Open the downloaded installer.

  3. Follow Avast's installation instructions.

  4. Open Avast.

  5. Select Menu.

  6. Choose Enter activation code or the available subscription option.

  7. Enter the activation code, including the hyphens.

  8. Select Enter, Continue or Activate as displayed.

Official Avast guidance:
Install and activate an Avast product

How do I activate Avast Premium Security?

On a Windows PC:

  1. open Avast Premium Security;

  2. select Menu;

  3. select Enter activation code;

  4. enter the complete code, including its hyphens;

  5. select Enter; and

  6. select Continue.

The wording and menu positions may change following Avast software updates.

How do I activate Avast Ultimate?

Avast Ultimate may include several separate applications.

After entering the activation code in Avast Premium Security, Avast may offer to install and activate other applications included with your subscription.

Select the applications you want and follow Avast's on-screen instructions.

Some components may need to be downloaded or installed separately.

Official Avast guidance:
Activate an Avast Ultimate subscription

Avast says the activation code is invalid. What should I do?

Check that:

  • you have installed the correct Avast product;

  • the complete activation code has been entered;

  • all hyphens have been included;

  • no additional spaces have been added;

  • the code has not already been redeemed;

  • the subscription has not already been linked to an Avast account; and

  • your device's date, time and internet connection are correct.

Sign in to your Avast account and check whether the subscription appears under My Subscriptions.

If it is already listed, activate the product by signing into the same Avast account within the application rather than attempting to redeem the code again.

Official Avast guidance:
Troubleshoot Avast activation issues

Can I activate Avast by signing into my Avast account?

For supported products, yes.

The subscription must be linked to the relevant Avast account.

Open the application and select the sign-in or subscription option.

If the subscription does not appear, use the activation code supplied with your Simply Antivirus order.

Can I transfer Avast to another device?

This depends on the number of devices included with your subscription and Avast's applicable licence conditions.

Remove or sign out of Avast on the previous device where necessary.

Then install Avast on the new device and activate it using the linked Avast account or activation code.

You must not exceed the permitted number of devices included with your subscription.

Avast is installed but still shows the free version. What should I do?

Try the following:

  1. restart your device;

  2. open Avast and check Menu → My Subscriptions;

  3. confirm that the paid subscription is shown;

  4. sign in to the correct Avast account;

  5. enter the activation code if it has not yet been redeemed; and

  6. update Avast to the latest available version.

If the subscription appears in your online Avast account but not within the application, contact Avast Support.

Avast will not install. What should I do?

Check that:

  • your operating system is supported and fully updated;

  • another antivirus product has been removed where necessary;

  • the device has sufficient free storage;

  • you are using an administrator account;

  • the installer was downloaded using the official Avast link; and

  • the device has been restarted.

On Windows, you may be able to right-click the installer and select Run as administrator.

Where can I obtain Avast Support?

Avast provides official support for installation, activation, accounts, subscriptions, billing and technical issues.

Avast Customer Support:
https://support.avast.com/en-gb/

Contact Avast Support:
https://support.avast.com/avast/en/gb/home/current/contact

Choose the relevant product and issue to see the available support options.

AVG FAQs

How do I install and activate AVG?

  1. Download the correct AVG product using the link supplied in your Simply Antivirus delivery email.

  2. Open the installer.

  3. Follow AVG's installation instructions.

  4. Open AVG.

  5. Select Menu.

  6. Choose Enter activation code or My Subscriptions.

  7. Enter the activation code, including the hyphens.

  8. Select Enter, Continue or Activate as displayed.

Official AVG guidance:
Install and activate an AVG product

How do I activate AVG Internet Security?

Depending on the current AVG interface:

  1. open AVG Internet Security or AVG AntiVirus;

  2. select Menu;

  3. select Enter activation code or My Subscriptions;

  4. select Activate paid features if displayed;

  5. enter the activation code; and

  6. follow AVG's on-screen instructions.

Menu names and positions may change following AVG software updates.

How do I activate AVG Ultimate?

AVG Ultimate may include several separate applications.

After entering the activation code in AVG Internet Security, select Activate & install if offered.

You can normally choose which included applications you want to install.

Some components may need to be downloaded or installed separately.

Official AVG guidance:
Activate AVG Ultimate

AVG says the activation code is invalid. What should I do?

Check that:

  • the correct AVG product has been installed;

  • the complete activation code has been entered;

  • all hyphens have been included;

  • no additional spaces are present;

  • the code has not already been redeemed;

  • you are signed in to the correct AVG account; and

  • the subscription appears under your account subscriptions.

If the subscription is already listed in your AVG account, sign in to that account from the AVG application rather than attempting to redeem the code again.

AVG is installed but still shows the free version. What should I do?

Try the following:

  1. restart your device;

  2. open AVG and check Menu → My Subscriptions;

  3. confirm that the paid subscription is displayed;

  4. sign in to the correct AVG account;

  5. enter the activation code if it has not already been redeemed; and

  6. update AVG to the latest available version.

If necessary, reinstall the AVG product and activate it through the same AVG account.

AVG will not install or installation stops. What should I do?

Check that:

  • Windows or macOS is supported and fully updated;

  • another antivirus product has been removed where necessary;

  • the device has been restarted;

  • sufficient storage is available;

  • you are using the official AVG installer; and

  • you have administrator permission.

On Windows, you may be able to right-click the AVG installer and choose Run as administrator.

Can I transfer AVG to another device?

This depends on the number of devices permitted by your subscription and AVG's applicable licence terms.

Install AVG on the new device and activate it using the linked AVG account or activation code.

Remove the old device from the subscription where necessary.

Do not exceed the permitted number of devices included with your subscription.

Where can I obtain AVG Support?

AVG provides official support for installation, activation, accounts, subscriptions, billing and technical issues.

AVG Customer Support:
https://support.avg.com/en-gb/

Contact AVG Support:
https://support.avg.com/avg/en/gb/home/current/contact

Choose the relevant product and issue to see the currently available support options.

McAfee FAQs

How do I redeem and install McAfee?

  1. Use the McAfee activation link included in your Simply Antivirus delivery email.

  2. Enter the product key.

  3. Sign in to your existing McAfee account or create one.

  4. Confirm the subscription details.

  5. Download the McAfee application.

  6. Follow McAfee's installation instructions.

  7. Sign in to the application using the same McAfee account.

Official McAfee activation page:
Activate a McAfee product key

McAfee says the product key is invalid. What should I do?

Check that:

  • the complete key has been entered correctly;

  • no additional spaces have been added;

  • you are using McAfee's official activation page;

  • the key has not already been redeemed;

  • you are signed in to the correct McAfee account; and

  • the account country and licence region are compatible.

If the key has already been redeemed, sign in to your McAfee account and check your subscriptions rather than attempting to enter it again.

McAfee says the key has already been redeemed. What does this mean?

A McAfee product key can normally be redeemed only once.

Sign in to the McAfee account used during redemption.

The subscription should appear in your account, where you can manage devices and download the software.

If you cannot identify the account used, contact McAfee Support.

Can I use the key with my existing McAfee account?

Yes, where supported by the product.

Sign in to the McAfee account you want to use when redeeming your licence.

After redemption, confirm that the new subscription appears in that account.

Can a McAfee key renew my existing subscription?

It may extend an existing subscription or appear as a separate subscription depending on the product, account and subscription type.

Check that the new product matches your existing subscription before redeeming it.

Where the products differ, McAfee may create a separate entitlement rather than adding subscription time to your current product.

Do I need to uninstall my current McAfee product?

Not usually if you are renewing or reinstalling a compatible McAfee product.

You may need to remove and reinstall it where:

  • the existing installation is damaged;

  • the new product is materially different;

  • another antivirus manufacturer's product is installed;

  • the application cannot update or synchronise; or

  • McAfee Support advises you to reinstall it.

Restart your device after uninstalling security software.

The McAfee download stops or will not complete. What should I do?

Try the following:

  1. restart your device;

  2. install available operating-system updates;

  3. remove another antivirus product where necessary;

  4. confirm that sufficient storage space is available;

  5. temporarily disable a VPN or proxy;

  6. download McAfee again through your official McAfee account;

  7. use an administrator account; and

  8. try another trusted internet connection.

Do not download McAfee software from advertisements, pop-ups or unofficial support websites.

The expiry date shown in McAfee is incorrect. What should I do?

First sign in to your McAfee account and check the expiry date shown for your subscription.

If the account shows the correct date but the installed application does not:

  1. restart your device;

  2. open McAfee and sign out;

  3. sign back in using the correct account;

  4. check for updates;

  5. confirm that the device is assigned to the correct subscription; and

  6. reinstall McAfee through your account if necessary.

If the online account also displays the incorrect date, contact McAfee Support.

McAfee only lets me activate the key once. Is this normal?

Yes. This is normally expected.

After the key has been redeemed, further installations are usually managed through your McAfee account.

Sign in to your account, select the active subscription and use the available download or add-device option.

I received a call claiming to be McAfee and asking for payment. What should I do?

Be cautious. Fraudulent websites and callers may impersonate software-company support teams.

Do not:

  • allow an unexpected caller to access your device;

  • disclose passwords;

  • disclose one-time security codes;

  • purchase gift cards;

  • transfer money;

  • install remote-access software at an unsolicited caller's request; or

  • provide payment-card details to an unsolicited caller.

End the call and contact McAfee through its official website.

Official information:
McAfee scam awareness

Where can I obtain McAfee Support?

McAfee provides official assistance with installation, activation, subscriptions, accounts, billing and technical issues.

McAfee Customer Support:
https://www.mcafee.com/en-gb/consumer-support/

McAfee Support:
https://service.mcafee.com/

Use McAfee's official support options to select your country, product and preferred support method.

Contacting Simply Antivirus

Before contacting us, please:

  1. read the setup email sent with your licence key;

  2. follow the download and activation instructions;

  3. complete the troubleshooting steps supplied;

  4. check the relevant manufacturer account;

  5. restart your device where appropriate; and

  6. take screenshots of any error messages.

If the issue remains unresolved, email:

support@simplyantivirus.co.uk

Please include:

  • your Simply Antivirus order reference;

  • the product purchased;

  • the device and operating system being used;

  • the country or region in which activation is being attempted, where relevant;

  • the exact error message;

  • screenshots where possible; and

  • the troubleshooting steps already attempted.

Simply Antivirus can investigate order and licence-key issues and provide initial setup assistance.

Manufacturer-account, subscription, billing, device-management and advanced technical issues may need to be handled directly by Norton, Avast, AVG or McAfee.

For your security, never give passwords, complete payment-card details or one-time security codes to an unsolicited caller.