Dishonest auto-renewal policy

I thought your product was supposed to keep customers safe from online threats.

So do you think it is acceptable to take money from a Paypal account with no notification beforehand or afterwards?

Even if the answer is yes to the previous question, is it alright to take an automatic payment 209 days before the subscription expires?

Do you think it is acceptable to charge £49.99 for renewal when I can buy a one year contract on Amazon for £20? That's a great reward for customer loyalty!

Your auto-renewal policy is a disgrace and you should be ashamed of yourselves. Your company is little better than the scammers your product is designed to protect customers from. I expect an immediate refund of my (7 month) premature subscription.

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Answers

  • I am questioning the value of Loyalty also.

  • I decided not to renew this year because of such a dishonest business practice myccpay

  • Cancelled subscription within 30 mins of installation after reading T&C, couldn't turn off auto renewal until i got into 2nd something or another. Got a reply within hrs that my subscription request would be implemented after i answered a dumb ass question by agent! Didn't see that anywhere on home site...30 Day money back guaranteed...false. Days later, after repeated requests for confirmation of cancellation of subscription i get a new ticket asking me to be patient when the response should have been 'done'. Warning; tell your bank.

  • Same problem here; any way to cancel automatic renewal through Paypal?

  • Thank you for pointing it out. I suspect Bitdefender engaged in dishonest auto renewal. I have problem to identify the function to disable the auto renewal feature. The instruction given is not correct.

    Any regulator I can report this incident?

  • I have had this problem too and in my opinion bitdefender is going downhill. Support has been good two years ago but today it is terrible. Won't renew the service and I get rid of all recommendatiuons I have done in the past years. A shame.

  • I think this question is likely to remain open until Bitdefender cancel their automatic renewal process or at least give their users the option to cancel through the Bitdefender interface.

    For those who used Paypal, you can prevent them taking the money by removing the automatic payment permissions.

    In Paypal, click the settings icon, select Payments then Manage your automatic payments. Any company listed under pre-approved payments can take money from your account without informing you beforehand. Here you can just remove those permissions for individual companies.

  • Does this Support article help ? I don't see "My Payments" in "My Subscriptions" does anyone else ?


    According to the article it's possible to turn off automatic payments.


    https://central.bitdefender.com/support/1561754615/article/29081

  • I also can't see that option either, Teksonik. Bitdefender's approach is to give no option to turn automatic renewals off, then take the money and run come the anniversary of the purchase. Hence the title of this thread.

    It's a shame nobody from Bitdefender can be bothered to reply - although their policy is pretty indefensible.

  • I don't know I can't find any info. Even going to the "2Checkout" site gives me no information. It says my subscription expired in April but it's clearly still active.

    It hardly gives us confidence that the company we're paying to protect us from online scammers acts like an online scammer.

    My sub is good until April, guess I have until then to find out. If they charge me without my consent or try to charge me full price for the "loyalty offer" even though I can get it for half of that I'll simply file a charge back with my credit card company.

    Bitdefender Total Security scores very high in independnet tests for protection but their customer service is pathetic.

  • This will definitely make me rethink if I keep Bitdefender when my subscription is close to ending. Not a good policy.

  • When you purchase, there is fine print that says it will auto renew.

    TO STOP AUTO RENEW: On the dashboard, click My Subscriptions on the left. Then click My Payments tab at the top. You'll find "Manage your subscription renewal options" on that page. You're then given the option to keep or turn off auto renewal. When you click turn off it will probably give you the option to renew for half off.

  • Sorry, linda502, either I'm going blind or that does not appear on my dashboard. Screenshot below:

  • I haven't even installed the software yet and I'm ready to cancel. If you used PayPal as your payment method you can do what Ricky_Rover suggested and stop the automatic payment through them but it's a shame to have to resort to methods ordinarily reserved for scammers. Perhaps that's the category this company belongs in. Oh, and Linda502 is boosting her renown on the board by splashing that answer to every autorenewal thread (there are a lot!) but Ricky_Rover is correct, there, too. That tab does not exist.

  • The "My Subscriptions" tab is on my BD Central on the left. But when I click "My Payments" tab at the top, I don't find "Manage your subscription renewal options" anywhere on that page. So Linda502 is at least halfway correct as per how my BD Central is set up.


    I have had BD for many years and so far the difficulty in finding where to opt out of auto renew is the major problem with them. Wish they would correct this. It is really damaging to their credibility. The one other prob with BD is having to search for an affordable price or hope they send a decent price offer before the sub runs out.

  • I too cannot cancel my renewal anmd I have taken legal advice.

    They are certainly in breach of EU consumer law.

  • I don't have a My Payments Tab. Not only will they not correct the auto renew issue they won't even address the issue. How can we trust them to protect our systems when they won't even protect our bank accounts from unathorized payments from Bitdefender ?

  • It is totally unacceptable that Bitdefender can take £49.99 out of my bank account under auto renewal when I originally paid £25.00, I was not even informed that this was happening I just happened to look at my bank statement!!!

    I have logged a complaint and waiting a response from accounts, there is no way of managing your auto subscription which is a con, I contacted Bitdefender myself and requested they removed the auto subscription which they have done, I also double checked this with 2checkout.com and looks like it is cancelled !!! I have spent 3 hours this morning just trying to sort this problem out which is very annoying, even if they had taken the £25.00 agreed this wouldn't have been so bad its not like I want something for nothing.

    after all bitdefender has very good reviews and I thought was the best out there, this is my 3rd year of having this antivirus and will be my last, no loyalty bonus or anything, they just rip off as much as possible without telling you....👿

  • 1. Go to your PayPal's Summary page

    2. Top Right, Click the gear by "Log Out"

    3. Near the top click "Payments"

    4. Click the "Manage Automatic Payments" button

    5. On the left Click "Avangate Inc."

    (Notice near the bottom it says "Bitdefender")

    6. To the Right is should say "Active". Click CANCEL.

    Problem Solved.

    This will give Avangate the status of Inactive, PayPal won't pay those with inactive status. You might also be able to disable autopayments by calling Avangate at 650-963-5701, but this method is more fun that waiting in a phone Queue. If you haven't seen this place in PayPal before, I highly recommend you study those that are Active. 

    Webroot did the same thing to me. Also, they billed me two months early. They expect us to fatigue.

  • Thanks, O0oo0O,

    I already mentioned how to do that about 6 posts up. The fact is it is appalling for Bitdefender to remove all ability to cancel a subscription from THEIR website or software. Frankly they are leaving themselves open to a major lawsuit, I can't believe a company that purports to protect people from online fraud would perpetrate such a fraud themselves.

  • I have had BD since 2012.

    In the past, AVANGATE was the payment platform...What I would see on my bank statement. It is now: 2checkout...Same people, different name is all.

    To stop "auto-renewal", you need to go to ""2checkout"", check your "subscriptions/payments/invoices". Make sure you are looking at the "LAST" authorized purchase.

    That is where I found my "Disable Auto-Renewal".

    Checked it this very minute. That's where it is.

    I also found this in Support FAQs

    You can cancel the auto-renewal option at any time from your Central account.

    1. Sign into Bitdefender Central.
    2. Select the My Subscriptions section in the sidebar.
    3. Access My Payments.
    4. Click the name of your Bitdefender product.
    5. Click Manage your subscription renewal options.
    6. Press STOP AUTO-RENEWAL.


  • You can cancel auto-renewal from the 2Checkout account, I just did it. Here are instructions sent to me by Bitdefender support which I used:

    You can manage your Bitdefender purchases by creating a 2Checkout account.


    2Checkout is our billing and payment processor and an account with them gives you access to:

    - review order information

    - download the invoice for your orders

    - activate/ deactivate the automatic renewal option - by clicking on MyProducts

    - review/ modify the payment method

    - manually renew your subscription


    Please access https://secure.2co.com/myaccount/ and:


    - enter the e-mail address used for your Bitdefender purchase or the order ID of the purchase and click on Submit.

    - you will receive an e-mail with further details on how to set-up your 2Checkout account password. Please click on the link in this e-mail and choose a password (at least 8 characters long).

    - once you set the password please click again on the link above and log in using your credentials

  • 2checkout shows my subscription as expired although it's active until April. I didn't use PayPal so that information is useless.


    There is no "My Payments" on my subscription tab so that's no help. That FAQ is outdated it now says "My Services".

    At any rate it's hard to trust Bitdefender to keep us safe from scammers when they act like scammers themselves. You don't need to do this BD. You've got top rated AV protection you don't need to turn off customers with shady practices.

  • I deleted the card they have on file.

  • Did you delete it from within 2Checkout ? I couldn't see a way to do that although it may be that I have no card on file there. Like I said it shows my subscription expired although it's still active until April so they obviously they don't have correct information.

  • Yes

  • Just do what I did. I use a bank card so I always go online and turn the card off. Auto-renewal does not matter as the card is off and cannot be charged. I did one year with Bitdefender and went back to Norton. Much better security and they don't hide anything. You can always go to your account and turn off or turn on ANYTHING with Norton. Bitdefender stinks!

  • PS: I took a screenshot of my account when I turned the auto renewal off, one day before expiration, and gave it to my lawyer. If they even try to renew, it will be flagged at my bank and then it becomes bank fraud!

  • The users can make the most of the account services and check account balances online with the online portal of Target. Moreover, one can easily pick up how to use the portal. Targetpayandbenefits

  • I just signed up for BitDefender, tried to cancel the automatic renewal, failed as there appears to be no way to do this on the website, they essentially lie. Therefore I have lost all faith in this company, and plan to wipe the program. My credit card company promises to cancel the transaction. BitDefender, you should be ashamed!!!!!!
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