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Product stopped working after I paid for it.

I ran the free trial, and was pleased with the product. The social media and text reporting were big selling points to me. So, I paid for the subscription. It immediately stopped working. I had to spend 2 hours with a rep so that he could remote log in to all of our devices to get the app working again. It was during that call that I was informed that texts will no longer be reported. That would have been nice to know before I paid. So, now there is no reporting for texts, social media, watched videos, even downloaded apps are not showing up. Also, there is now a ridiculous lag in the instant lock feature. I feel like this was a terrible bait and switch. Everything worked during the free trial. As soon as I pay for it, nothing works and some things are no longer even available. I am afraid that I will need to find a different product to meet my needs unless Norton can fix this.



Re: Product stopped working after I paid for it.

Hi PiscesOfThePuzzle, 

Thanks for reaching out to us. We have checked our back-end to investigate the issue. We found that there are 2 children associated to your Norton family account.

For one of the child's device, we see that Norton Family supervision was turned off during the period of April 30th to May 4th and was turned back on May 6th. Hence, no activities are being reported during the period when it was off. 
We have noticed that Time, Location, Web, and App supervision related activities are reported on May 6th and May 7th. Can you please confirm if you are seeing these activities in Norton Family Portal?

Text supervision is no more supported due to recent policy changes from Google.

" Also, there is now a ridiculous lag in the instant lock feature" 

When Instant lock is enabled, Norton family is designed to block the access to apps. So child will be able to access the device, but on opening any app, she would see a block screen. Please confirm if this is the behavior when instant lock is enabled, otherwise please provide us more details on the steps you followed to lock the device.

We also noticed that there are no activities for child. Please ensure the setup is fully completed for the child.

Thanks and regards,
Norton Family team

[Edit: Removed personally identifiable information to conform with the Participation Guidelines and Terms of Service]

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