Lost subscription after update

S2ubu · ‎07-06-2012

My License has expired after the latest update even though I had only bought the license around 1 month ago?

What Can I do to renew the license so it runs for the correct period of time?

Please help as I do not want to have to purchase a second license for the same product.

DerekLongbow · ‎08-25-2012

Same here, I bought Norton Mobile Security via Google Play on 26 Aug 2012. Just updated the app and I am unable to re-activate my subscription.

Tried to verify the 25-character key that's shown on my Norton Account order history but it doesn't work.

Please help.

DerekLongbow · ‎08-25-2012

Lots of rage on the Google Play user reviews. Looks like we're not the only ones who lost our license upon upgrading the app.

jeannie2 · ‎08-30-2012

I have been on to Support who tell me that this is a known issue and Norton are working on it. I have the same problem, key not recognised. The support guy said this should be resolved in 24 - 48 hours and to try again then, not good! He assured me me that my phone will be secure at the moment but I feel less than reassured.

DerekLongbow · ‎08-25-2012

Here's what the representative on Norton's live chat said:

"We are currently facing temporary issue in upgrading the program from Google play. That is the reason you are facing this issue. We are currently working on that. I would suggest you to wait for 24 -48 hours to get this issue fixed."

Andmike · ‎03-23-2011

Hi guys.

Sorry to hear of your problems with the latest update.

I am not currently using the Google Play version of NMS so have not experienced this. However I would not worry too much as I am sure that Norton/Google will sort the issue out fairly quickly and on the assumption that it just reverts back to the NMS Lite version you will still get basic protection. It is mainly the Anti-Theft features that you will have lost - so don't loose you phones for a few days! ;-)

Slightly puzzled by the reference to a Norton Account code as I would not expect this to have anything to do with a version of NMS bought on Google Play. However if I have misunderstood please come back and put me right.

If all of you are having problems with the Google Play version then just make sure that you have details of your Google Receipt and I am sure you will have this sorted soon.

Good luck. I will be keeping a close watch and making sure that Norton are well aware of the situation. Feel free to come back with any more points, and please do come back when your issue gets fixed so we can know if anyone is left with an outstanding problem.

DerekLongbow · ‎08-25-2012

I was running through the user review comments on Google Play and it seem most of them couldn't find their 25-character key.

If they logged in to their norton account (Product & Services>My Norton Product) and look under order history, they should find the item "Norton Anti-Theft for Mobile Security Android". You can locate the keys by clicking on 'view details'.

(although, the keys don't seem to work when you try reverifying them)

Andmike · ‎03-23-2011

Hi DerekLongbow.

I used to have a version of NMS from Google Play (or the Market as it was) and I have looked at my Norton account and can see an entry. However I do not believe that these are activation codes they are merely reference codes related to the transaction. Certainly the "Product Key" is far longer than the activation code I use on my Norton sourced copy of NMS. Also the Google Play market does not seemed designed to work with activation codes of this sort. So I think this is a slight red herring.

By the way my current copies of NMS (downloaded directly from Norton) do not show up in my account details at all for some reason. So if there are others of you like me - do not worry!

There have been glitches with NMS and Google Play in the past and they have always been resolved fairly quickly and satisfactorily. I just hope the same will be true this time.

Fingers crossed. ;-)

a6fixer · ‎10-19-2011

I purchased my NMS on Google, it's listed under my Norton accounts after I select "View Order History". I can click "view details"

and my product key is listed............however, due to the current issue's we are having, it doesn't work........yet. I renewed my subscription earlier this month so I know I've got a good script.