Norton 360

[crosbiealexa]

My subscription was expiring in November, 2011 so on November 16, I made an attempt to renew the subscription, upgrading to the premium version of Norton 360. I believe I entered the wrong password when I submitted the renewal and I got a confirmation email for the order but then also got an email stating that the order had been cancelled. I then put in another order for the same product. My credit card has been charged for the amount, I have attempted to download the product but my account is giving me the message "Action Required: Save your order online." Unfortunately, I have no product key other than my old one from 2009. I have tried updating the subscription as suggested in another thread on the forums and am currently at a total loss as to how to get the product downloaded and activated as I have no valid product code. Do I have to uninstall the previous version first but even if I do that, I still don't have a product key to activate the new premium version? My account is not showing any other current orders so I don't think I have any duplication. I am confused as to how to proceed. I need help.

[Krusty13 · Accepted solution]

Hi crosbielalexa,  Welcome to the Norton Community.

You will have to uninstall the Standard Version before installing the Premium Version.  In your case you may be best contacting Customer Service by Live Chat here.  Explain to them your situation and they should be able  to sought this for you.  Please let us know how you get on.

Thanks,  Dave.

[SUBASH_PRABU Symantec Employee]

Hi

   If you had entered wrong Password wile placing the order, then when you log into your Norton Account you'll be asked to recognize your order by entering the serial number. The serial number can be found in the order confirmation email.

You can also contact our support if you have any difficulties in following the above instruction.

[crosbiealexa]

Contacted Live Chat and they got me all fixed up. I've now installed it and all seems fine. Thanks very much for the suggestion to contact Live Chat. They were terrific.

[Krusty13]

Thank you for the feedback.

Its always great to  get a positive result.    Customer Support are well trained to deal with many different issues but they excel in activation,  subscription issues. We are here for the rest of the questions you will come across. Don't hesitate  if you can contribute.

Thanks,  Dave.