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dkoenig
Posts: 10
Registered: ‎11-10-2012
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Upgraded 3Yr but getting Expired email

I recently upgraded to Premier 360 with a 3-year subscription.  My subscription status says "Active," and when I click on it, it verifies that I have 1063 days remaining, and live updates are still working (as of 3 minutes ago).  So, why did I get a lump rammed into my throat when I saw a legitimate email from Symantec saying, "Records Show Your Norton Protection Expired" and urging me to renew?  Somebody's got an expiration notification bug needing a fix, because it is no fun at all being greeted with this fear-inspiring message first thing in the morning.  Fear?  Yes.  Because 12 minutes on the web without protection is "death," and my machine is online 24x7.  Can somebody stop this kind of false expiration notice from happening?

 

dickevans
Posts: 12,352
Registered: ‎04-08-2008

Re: Upgraded 3Yr but getting Expired email


dkoenig wrote:

I recently upgraded to Premier 360 with a 3-year subscription.  My subscription status says "Active," and when I click on it, it verifies that I have 1063 days remaining, and live updates are still working (as of 3 minutes ago).  So, why did I get a lump rammed into my throat when I saw a legitimate email from Symantec saying, "Records Show Your Norton Protection Expired" and urging me to renew?  Somebody's got an expiration notification bug needing a fix, because it is no fun at all being greeted with this fear-inspiring message first thing in the morning.  Fear?  Yes.  Because 12 minutes on the web without protection is "death," and my machine is online 24x7.  Can somebody stop this kind of false expiration notice from happening?

 


Hi,

A couple of things, first did you 'renew' via the Norton web site or did you buy a new box and enter a new key that way? If you didn't renew via the Norton site it doesn't know you have renewed so it's going to bug you.

You might also check if you have automatic renewal checked active. Turn that off and that will slow the nags.

Lastly, I think you can go into 360 and turn off Norton notifications - I'm away from my machine so I can't give you the route to the switch.

Keep us posted

Dick
Win7x64 SP1 current NIS V21
peterweb
Posts: 8,780
Kudos: 1,370
Solutions: 343
Registered: ‎04-17-2008

Re: Upgraded 3Yr but getting Expired email

It seems your renewing with a new key allows the old key to expire. It is the old key that the emails are warning you about.

 

You can ignore these, and they will stop after about 30 days. If you want to stop them sooner, contact Support via online chat and ask then to stop the emails.   www.norton.com/chat

 

 

 


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Contributor
dkoenig
Posts: 10
Registered: ‎11-10-2012

Re: Upgraded 3Yr but getting Expired email

Hi Dick.  Thanks for your quick reply.

 

I purchased an *upgrade* from Norton 360 1-year to Norton 360 Premier Edition 3-year in November, in advance of my expiration date.  I made the purchase online.  No new key.

 

I do have automatic renewal turned on, as I did for the two prior 1-year renewals.  The account info for the original purchase, the two past renewals, and my current billing information are all the same/unchanged; same credit card and billing address.  (Purchased in 2009 with new computer.)  If it had mattered (it did not, because I had already renewed), the credit card had and has plenty of available credit on it, so that could not cause an expiration, if I had actually reached expiration.

 

I don't know what to make of the idea of turning off auto-renew.  Is it reliable whether on OR off?  I had it turned on and got notified after-the-fact that I expired, with no warning of the "fact" of impending expiration, and it was never a fact at all, since I had just upgraded/renewed.  So how could I trust them to warn me of upcoming expiration if I turn auto-renew OFF?

 

In my Norton Account Profile, I have "Email me product updates, offers, and security newsletters" checked ON.  This does not specifically mention notifications about expiration, which I would expect to get despite this optional notification of "product updates, offers, and security newsletters."  This option is about ads and newsletters, not critical decision points like expiration and a pending hit on my credit card.  I have not found a place to turn off *expiration* warnings/notices, and I would not want to do that ... unless they continue to prove meaningless.

 

So it still looks like a bug for the squirrels in the basement with no windows and the 24/7 intravenous coffee feed.

 

-Dennis

 

Contributor
dkoenig
Posts: 10
Registered: ‎11-10-2012

Re: Upgraded 3Yr but getting Expired email

Thanks, Peter.  I might have gone right to chat with this but last time I tried it I was left on hold a long time, and I like sharing with the community so others can find help here with a search.

 

They said that the problem came from a change of email address.  When I purchased the upgrade, I also changed the email address on my account.  Apparently, the old email address remained listed as an active account until it expired.  While on chat with Support, I realized that the expiration notice went to my old email address (I get both in the same email client Inbox), not the current one in my currently active account.

 

Presumably they will pass along the info that my old email address should not have remained an active account ID.

 

'Tis a bit odd that changing the email address on an account would create a new account.  Never had that happen anywhere else.

 

Problem solved.

 

peterweb
Posts: 8,780
Kudos: 1,370
Solutions: 343
Registered: ‎04-17-2008

Re: Upgraded 3Yr but getting Expired email


dkoenig wrote:

Thanks, Peter.  I might have gone right to chat with this but last time I tried it I was left on hold a long time, and I like sharing with the community so others can find help here with a search.

 

They said that the problem came from a change of email address.  When I purchased the upgrade, I also changed the email address on my account.  Apparently, the old email address remained listed as an active account until it expired.  While on chat with Support, I realized that the expiration notice went to my old email address (I get both in the same email client Inbox), not the current one in my currently active account.

 

Presumably they will pass along the info that my old email address should not have remained an active account ID.

 

'Tis a bit odd that changing the email address on an account would create a new account.  Never had that happen anywhere else.

 

Problem solved.

 


Is it possible that you just installed the new product, and instead of using the old email to log into your Norton Account, you entered the new email. This would have actually created a new account and would not be considered changing the email address of the older account.

 

 

 


Things happen. Export/Backup your Identity Safe data.
Contributor
dkoenig
Posts: 10
Registered: ‎11-10-2012

Re: Upgraded 3Yr but getting Expired email


peterweb wrote:

Is it possible that you just installed the new product, and instead of using the old email to log into your Norton Account, you entered the new email. This would have actually created a new account and would not be considered changing the email address of the older account.

 


Clearly anything is possible, considering that I got an expiration notice and invitation to renew on a defunct account that I can no longer log into at Norton Account.  So they somehow knew enough to shut off my access to the "old account," but still sent an expiration notice to that account's address, offering a link to renew (four of them, actually).  Renew, or resurrect?

 

But it is possible that I am a lunatic, too.  Some would say it's probable.  I often think so myself.