Norton Anti-Theft

[westlin]

I also have problems with this program:

nformation: Thank you for contacting Norton Support, our next available employee will be with you.
You are currently number 1 in the queue.

Did you know that you can install or reinstall your Norton product directly from your Norton account? So if you have formatted your computer, want to install your product on another PC, or need to find your product key, simply log in to www.mynortonaccount.com you are welcome to try it while you wait .
Information: All our employees are currently busy. Thanks for your patience. A staff will help you as soon as possible.
Information: All our employees are currently busy. Thanks for your patience. A staff will help you as soon as possible.
Information: You now chatting with 'Vasilis'.
Vasilis: Welcome to Norton Support. My name is Vasilis. Can you confirm that your email address is: ?
Vasilis: I apologize for the delay, we are currently experiencing an extraordinarily large amount of chats. I'd like a moment to read about your issues so we can work on a solution together.
kenneth Westlin: yes that's right, my name is kenneth Westlin
Vasilis: How can I help you?
kenneth Westlin: I have norton on my mobile samsung galaxy s3 here just had to restore to factory settings. but again, I can not use my norton account on my phone Why?
Vasilis: ok  thanks
Vasilis: what I do
Vasilis: is your google email, your order number from google play
Vasilis: and order date
kenneth Westlin: I try just to see.
Vasilis: ok
kenneth Westlin: Practice can not see order number, but gmail account is: 
Kenneth Westlin: Mobilo number is
Vasilis: do you remember the order date?
kenneth Westlin: I just look at bank
Vasilis: okej good
Vasilis: I'm waiting
kenneth Westlin: can you tell me the price maybe I can find it easier?
Vasilis: sorry looking for it on google play
Vasilis: 120 eur
Vasilis: or around att
kenneth Westlin: it is not something that only it's free
Vasilis: yes it's free
Vasilis: but then you had to buy
Vasilis: to get all features
Vasilis: so doe you had to have purchased
kenneth Westlin: I have also
Vasilis: ok you can not find something in your banking from google play?
kenneth Westlin: I'm looking still
kenneth Westlin: faith it was d 18.07.
kenneth Westlin: I found from google ref ***** 4
kenneth Westlin: price is 203.29
Vasilis: oj ok
Vasilis: ref number I can not use
Vasilis: we must try and find order number
Vasilis: you can look in your google account
Vasilis: maybe in your mail
Vasilis: it is an order confirmation
Vasilis: search by date 18.07
kenneth Westlin: there is no mail this
kenneth Westlin: it is enough smoked out practice
Vasilis: I'll send you a link I just now fundit
kenneth Westlin: ok
Vasilis: how you can find your order number
Vasilis: http://support.google.com/googleplay/bin/answer.py?hl=en&answer=2506346
Vasilis: you can change the language
Vasilis: bottom Africans
kenneth Westlin: the stand that I have not bought anything this is **bleep**ing more and more strange
Vasilis: maybe you have purchased with another email?
kenneth Westlin: yes and here breaking film, when I have a new account.
Vasilis: you can search with your old mail
Vasilis: for an order?
kenneth Westlin: no to the closed
Vasilis: so maybe it is your old friend?
Vasilis: can not find it on google wallet?
kenneth Westlin: no here standing there that I have not bought
kenneth Westlin: but money is transferred to you
Vasilis: it is from google you bought it?
Vasilis: or from any store =
Vasilis:?
kenneth Westlin: google store via my mobile
Vasilis: can I have your old mail?
kenneth Westlin: either it is 
kenneth Westlin: my private e-mail is

Vasilis: ok for a moment
kenneth Westlin: and finally 
Vasilis: ok it was many
Vasilis: try searching for them mail?
kenneth Westlin: I use only on the phone 
kenneth Westlin: correction: 
Vasilis: ok
kenneth Westlin: I have to try to contact google about this and come back to you when I might get order number
Vasilis: What I need from you is the order number and we will send you a product key. It's a little hard when you bought from Google and not from Norton
Vasilis: Yes, I want to contact Google so that you get an order number
Vasilis: and what you can do then
Vasilis: is sending me ordrenummret
Vasilis: our support mail
kenneth Westlin: the but can I open it on your phone???
kenneth Westlin: the sign that I need to enter a credit card.
Vasilis: no, do not enter credit card
Vasilis: because doe buy nytt
Vasilis: it you can only do now
Vasilis: using Norton's mobile security lite
Vasilis: it believes that you can not use all functions
Vasilis: but it is the only thing we can do to bodily you get your product key
kenneth Westlin: yes, not all functions even though I have paid the
Vasilis: you have to find your order number and send it to our support email 
Vasilis: with my name in the theme
kenneth Westlin: ok I will return later.
Vasilis: In case you need to contact us again in the future regarding this, I would like to ask you to give the following reference number: 
Vasilis: have a good evening
Information: Thank you for chatting with us. Click the "Close" button in the upper right corner of the chat window to end the session. Please note that you will soon receive a questionnaire via e-mail, where you will be asked for feedback regarding your contact with us today. We would like to thank you in advance for taking the time to send us their feedback.

i can see on my account that i have 321 days left but on the mobil 83 days ????

help please

[edit: Please do not post identifying information per the Participation Guidelines and Terms of Service.]

[smithy Super Virus Trouncer Mobile Master (Norton Mobile Users Discussion Forum)]

Hi westlin

Welcome to the Norton Community Forum.

It is not a good idea to have personal details like email addresses and phone numbers etc in the forum

so i  have asked the Moderator if they could edit your personal details from your post in the Norton

Community Forums.

Cheers.

[Andmike]

Hi westlin.

I have tried to read through your post but have great difficulty in making sense of it all.  I can see you are unhappy with what is, or is not, happening but I'm not sure exactly what you would like us to try and do.

Would you mind telling us in simple terms what you would like us to try and do to help you?

I look forward to seeing your reply.

[westlin]

I have here the 07.16.2012 paid for full norton anti-theft via google play, I had problems with my phone and had to make a backup of my phone and put it back to factory settings. I pickle as back-up files back to my phone, started anti-theft up again but here it says that I do not have full access, my norton anti-theft account says that I have about 320 days back but not on mobile. on the phone says that I again have to pay for full access. I've talked / emailed with support but have not heard anything new since. (Shopia was the last I wrote with the support of Denmark ) I have also tried using the product key but is informed that this is invalid?????I have an equally big problem since I can not find my order number, since this also is lost. I have sent a proof from my bank that I pay for full access to support in Denmark, but heard nothing.

[Andmike]

Hi westlin.

Thanks for coming back and explaining that.  I am still not sure I fully understand the problem but suspect that you are working in a foreign language and doing very well if that is so.

Your reference to "07.16.2012" is I assume the date on which you bought the application i.e. 16 July 2012.  Can you confirm that?

I believe that you are saying that you have a paid version of Norton Anti-Theft on your phone and that you bought it from Google Play.  I want to check that because as far as I am aware there is no such product.

What I suspect you have is Norton Mobile Security (NMS) which comes in a free "Lite" version and a paid version which allows you to install the Norton Anti-Theft add-in.  Do you think that this is what you had?

Once I am a little clearer about what you are having problems with, it will be a little easier to try and sort them out.

I should also point out that just recently there have been some problems with the Google Play version of NMS and the Anti-Theft website.  So this may be what is causing your problems and they may resolve themselves in a day or so.

If they do not resolve themselves it would be helpful to me if you could answer the questions above.

Good luck.  I await your response.

[westlin]

hey andmike, yes I use google translate to this, yes I bought it the day you write. yes it is Noton anti-theft lite I have on my mobile and norton mobile security.
when I press the app norton mobile security will be 4 choices muligherde forward.
1 anti-theft
2 anti-malware
3 call & SMS blocking
4 Protection on the Internet.
my problem is that the last two points do not work anymore, then I do not have full access to the program.

bottom of the screen was there before I got the problem, approximately 320 days full access and now about 1 month???? the reason I have 1 month is that yesterday I bought 1 month extra via mobile phone,before I paid for 1 month extra, I have only about 80 days left.

[Andmike]

Hi westlin.

So as I understand it, you have bought an extra month because there was a mysterious drop in your license period!  Normally I would recommend that you contact Norton Chat (their internet help link) in these circumstances, to seek help, rather than pay any extra.

However you also seem to say that although the software shows you with many days still on your license you have not got full functionality.  If this is the case then I think it may be related to the current problems there appear to be with the Norton servers.  I personally cannot register the new software and cannot access the Norton Anti-Theft website at the moment but am confident that Norton will have this fixed within 24 hrs.

May I suggest that you wait for 24 hrs (the basic protection of NMS should still be there) and then try the system again.  Hopefully by then it will be working, if not come back and we will try to help.  It would also be nice if you could come back and tell us if things have been resolved.  ;-)

Once the system is working again I would strongly recommend that you contact the Norton Chat line which can be found here, and tell them about your problems and the extra purchase.  I would expect them to arrange a refund or an extension to your cover.  If they do not please come back and let us know.

Good luck.

[westlin]

it was not solved right now, must wait 24 hours then it should be resolved. I write back if it works.

[westlin]

Today I can see that my anti-theft license has expired, strange I should have 320 days left.

What is happening here Symantec, are you asleep or what??? I know that there are approximately 6 hours back, but I wonder that you can find the error , even the 1 month extre I bought 30.08.2012 is not register on my mobile?????This is the worst I have experienced, Your support is very poor and I would not recommend your company to others with this poor service.This case has been since 22.08.2012 and has not been solved. 

[Andmike]

Hi westlin.

Sorry to hear that things have got no better.

I can see that some of the Norton Servers that seemed to be having difficulty yesterday are up and working well today but evidently all is not resolved.  I myself am still failing to register my Google Play version of NMS.  By the way, as you may or may not be aware I am not a Norton Employee just a fellow user who tries to help out on these forums.  However there are Norton staff around.  If one should join in the thread you will see their name in bold red type.

I am going to carry on trying to get my version registered over the weekend.  If they did not get it sorted yesterday then, given that it is the weekend and they are likely to have less staff in, we may not see a full resolution until next week.

To get things sorted as cleanly as possible, if I were you, I would wait until Tuesday before contacting Norton Chat and trying to get my money back.  But that is down to you.

Good luck.  I hope things will be resolved soon.