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Posted: 26-Jan-2022 | 11:15PM · Edited: 22-Feb-2022 | 3:15AM · 12 Replies · Permalink
I paid for the 1 year subscription.The amount was deducted from account but a message popped on page that the transaction has failed.And Norton website status is showing the renew subscription page again.
[Edit: Calrified the subject]
Posted: 27-Jan-2022 | 3:54AM · Edited: 27-Jan-2022 | 4:38AM · Permalink
Renew Subscription Problem
I paid for the 1 year subscription.
"I paid for the 1 year subscription."....meaning you paid Norton direct sales? You paid third party vendor?
Note: new product key starts new subscription term? Did you enter your new product key?
You paid for a new 1 year subscription license or you paid for a 1 year renewal license?
but a message popped on page that the transaction has failed.
And Norton website status is showing the renew subscription page again.
Message popped on what page? buy.norton.com?
"message popped on page" message popped on > buy.norton.com page?
"Norton website status" ....meaning your Norton account website....meaning Norton Help -> Subscription Status?
"The amount was deducted from account" .... meaning, the payment was deducted from your credit card account? PayPal? Google Pay?
Did you allow all Norton pages content that may be blocked by browser extension or built-in browser function? VPN Off? Did you try another browser?
Or, you know for a fact. Payment was deducted from your payment method.
Maybe, payment service processor is slow?
How long has it been since you know for a fact payment was deducted?
Do you have Norton product Remote Management enabled?
What does your Norton account report? What does your Norton product report? Have you run Help -> Subscription Status? Have your run Norton LiveUpdate + machine Restart (not Shut down)?
Norton Community does not have access to your Norton subscription nor your Norton payment information.
Please contact Member Services and Support.
Posted: 27-Jan-2022 | 9:15PM · Permalink
"The amount was deducted from account" .... meaning, the payment was deducted from your credit card account? PayPal? Google Pay?
->I paid for the "Renew" yesterday from my debit card ,completed all the process submitted the OTP ->Submit->A loading screen flashed and a moment later a message box popped on the same page that the payment is unsucessful.A minute later I got a message in my phone that the same amount has been deducted from my account.
What does your Norton account report? What does your Norton product report? Have you run Help -> Subscription Status? Have your run Norton LiveUpdate + machine Restart (not Shut down)? ->I have run Help Subscription Status.I have LiveUpdate + machine Restart (not Shut down).
Posted: 28-Jan-2022 | 1:07AM · Edited: 28-Jan-2022 | 2:07AM · Permalink
Okay, Norton Security Ultra
1 Exclusive first-year discount on Norton Security Ultra only available via Acer.
* , 2 Norton Security Ultra covers PCs, Macs, Android, iPads® and iPhones®. Some features are not available on iPad and iPhone. For personal or household use only. Issue adding a device? Contact Member Services & Support.
https://www.acer.com/ac/en/US/content/norton
Learn more about Norton Security Ultra
https://support.norton.com/sp/en/us/home/current/solutions/v131745062
Your Acer PC includes a 30-day trial subscription of Norton Security?
You tried to extend your protection before the trial period ends so, you'll keep your remaining trial days?
You tried to follow the instructions for a secure checkout?
Just because payment was reported "deducted". Does not mean the payment transaction was processed.
message popped on page that the transaction has failed
message box popped on the same page that the payment is unsuccessful
later I got a message in my phone that the same amount has been deducted from my account.
Please contact Member Services and Support.
based upon Rs.99.00
I'm thinking > https://community.norton.com/en/forums/edit-billing-information
Posted: 28-Jan-2022 | 5:28AM · Permalink
I paid for the "Renew" yesterday from my debit card ,completed all the process submitted the OTP ->Submit->A loading screen flashed and a moment later a message box popped on the same page that the payment is unsucessful.A minute later I got a message in my phone that the same amount has been deducted from my account.
Have you checked with your card supplier to see if the payment has actually been taken from your account?
Posted: 28-Jan-2022 | 5:39AM · Permalink
Have you checked with your card supplier to see if the payment has actually been taken from your account?
->Yes ,I am sure of it .
And today i have talked with "norton support" and they informed that the payment is on hold and within 24-48 hours they will either complete the "renew" or will refund the money.
Thank you for concern towards my problem.
Posted: 29-Jan-2022 | 12:51AM · Permalink
I have a similar problem that I'm having trouble posting, which is this. I was charged twice.
When offered a renewal of £19.99 for Norton 360 Deluxe I accepted. Expecting this to automatically cancel my renewal I went ahead.
No! This created a new subscription alongside the one I already had. So now I have two subscriptions for the same product. Not expecting to be charged £84.99 for the old subscription, I was charged overnight. I was surprised at this as the card details given, were supposed to be 'frozen' by my bank. How did you force the payment through? Thanks to you, Norton, I now have additional charges from my bank. Well done Norton. Your renewal system leaves a lot to be desired.
On reflection, I would like to know how to cancel both of these subscriptions, get a refund and go to a new antivirus provider who understands customer service. Especially as you have no one to talk to, or cares.
I look forward to your reply as the cancellation and request for a refund button seems very well hidden.
Posted: 29-Jan-2022 | 1:15AM · Edited: 29-Jan-2022 | 1:20AM · Permalink
A Shaw:
On reflection, I would like to know how to cancel both of these subscriptions, get a refund and go to a new antivirus provider who understands customer service. Especially as you have no one to talk to, or cares.I look forward to your reply as the cancellation and request for a refund button seems very well hidden.
Norton Community does not have access to your Norton subscription nor your Norton payment information.
Please contact Member Services and Support.
Online Refund Request
https://support.norton.com/sp/en/us/home/current/autorenew
Refunds for Norton annual subscriptions
https://support.norton.com/sp/en/us/home/current/solutions/kb20100512172507EN
Stop your Norton subscription from automatically renewing
https://support.norton.com/sp/en/us/home/current/solutions/kb20090818144126EN
Please check your Norton account to confirm ... Automatic Renewal Off ... and no billing information.
MY SUBSCRIPTIONS reports: Activate Subscription Renewal ... with Automatic Renewal Off.
BILLING INFORMATION reports: There is no billing profile saved in your account ... with no billing information.
Posted: 01-Feb-2022 | 6:14AM · Permalink
Unbelievable.
I tried chatting to a live agent, and all I got was the automated response over and, over, and, over, again.
Why won't Norton allow cancellation and a refund? It should be simp0le? Right?
Looking forward to your response.
Posted: 01-Feb-2022 | 6:34AM · Edited: 01-Feb-2022 | 7:05AM · Permalink
~ regarding Chat Support
Please try clearing browser cookies n' cache.
Please try allowing all Norton pages cookies/ads/scripts/frames/trackers/content.
Please try allowing all Norton pages content that may be blocked by browser extensions or built-in browser protections.
Please try Norton Secure VPN off - before and after machine restart -
Please Restart (not Shut down) machine -
Please Contact Norton Official Support -
Contact > Member Services and Support
as my test: Contact Norton Official Support -
I click'd "Manage my account" -> "Something else" and type'd "Live Agent" until ChatBot Kate reply: "transferring you to a specialist for further assistance".
Posted: 01-Feb-2022 | 6:35AM · Edited: 01-Feb-2022 | 7:05AM · Permalink
~ regarding Phone Support
Please share your geo-location/country. Maybe, I can post Norton Support phone number, if you want?
Are you United States?
Please Contact Norton Official Support -
Contact > Member Services and Support.
Posted: 01-Feb-2022 | 7:27AM · Permalink
When I did get through to an advisor (be patient - it does take a while), the customer service was second to none.
All resolved :)
Posted: 01-Feb-2022 | 1:26PM · Permalink
A Shaw:When I did get through to an advisor (be patient - it does take a while), the customer service was second to none. All resolved :)
Curious, you got through by Chat or by Phone?
Thanks
Re: I paid for the subscription but transaction failed and it shows the renew subscription page again.
Posted: 01-Feb-2022 | 6:34AM · Edited: 01-Feb-2022 | 7:05AM · Permalink
~ regarding Chat Support
Please try clearing browser cookies n' cache.
Please try allowing all Norton pages cookies/ads/scripts/frames/trackers/content.
Please try allowing all Norton pages content that may be blocked by browser extensions or built-in browser protections.
Please try Norton Secure VPN off - before and after machine restart -
Please Restart (not Shut down) machine -
Please Contact Norton Official Support -
Contact > Member Services and Support
as my test: Contact Norton Official Support -
I click'd "Manage my account" -> "Something else" and type'd "Live Agent" until ChatBot Kate reply: "transferring you to a specialist for further assistance".