topic Re: Renewal FAIL! in Norton Internet Security / Norton AntiVirus

Renewal FAIL!

wwreamy — Thu, 10 Feb 2011 22:01:04 GMT

I tried to renew my NIS subscription this morning and the key I got back is invalid. I think it is missing a letter/number on the end of the key. If this problem is not fixed very quickly, I want a refund and promise I will NEVER buy another Norton product!

Re: Renewal FAIL!

huwyngr — Thu, 10 Feb 2011 22:24:27 GMT

I imagine it's not impossible for an email to be corrupted en route; I've certainly seen this happen elsewhere.

I presume you renewed on-line with the Norton Store and got the KEY by email from them -- also that you did not inadvertently select for renewal a version of your Norton product different to the exact one you have installed -- Keys are not interchangable eg between standard and netbook versions, between NIS and NAV or N360 or clearly between N360 standard and premier.

Please contact Customer Support preferably using the online CHAT function. They are expert at sorting out glitches and we get excellent reports back from people who have asked for help on this kind of problem:

To contact customer support Click on this link and work on from there.

You can choose CHAT or Email; mail and phone may have a long wait time and feedback from users tells us that CHAT is by far the best at resolving problems.

Note that that link is to the USA/CAN website so if you are located elsewhere I'm sure you will be able to find the equivalent location on your local Symantec website; some pages have a link at the top right where you can select the country you are located in.

Re: Renewal FAIL!

SendOfJive — Thu, 10 Feb 2011 22:53:31 GMT

Hi wwreamy,

Where did you obtain your product key?

Re: Renewal FAIL!

wwreamy — Thu, 10 Feb 2011 23:27:22 GMT

I got the same renewal key from the website when I purchased the renewal and in the e-mail I received afterwards. For what it's worth, this is the key I got: [removed]

When I typed this in to the window asking for it, it came back and said it was invalid. I also marked/copied it from the website and got the same response. Based on the 4 character field size of the first four fields, I have to assume there is a letter or number missing as there are only 19 characters in that key.

As much as I like Norton products, I absolutely detest the renewal process as I have always had trouble with it over the years.

[edit: removed product key from post]

Re: Renewal FAIL!

Tim_Lopez — Thu, 10 Feb 2011 23:30:57 GMT

Hello wwreamy,

It would be best to contact Customer Support (chat is quickest) and have them assist you with this, since they will be able to check and make sure the key is valid in case you need a replacement.

Contact Customer Service

Also, it would help to know which version of NIS you have, as some older versions have separate input boxes for Activation Keys and Renewal Keys.

Re: Renewal FAIL!

Dave_Coleman — Fri, 11 Feb 2011 01:12:34 GMT

Moved to its own thread.