This forum thread needs a solution.
Kudos0

Add to subscription

Posted: 17-Nov-2023 | 12:58PM · 6 Replies ·

My current subscription ends in April 2024.  I just bought a Norton 2024 addition that I want to use to end tend my subscription for a year starting in April.  Chat lady first said it could only be done on their end, so I gave her the new key.  Then she told me I could go on-line and enter the new key.  I started doing that and Norton wants to confirm my method of payment and looks to me after that they are going to charge me again.  I already have an additional product key.  I did not complete as I do not want go through the hassle if they charge me.

All I want to do is enter my newly purchased product key so that my subscription ends in April of 2025.

Thanks,

Labels: Activation, Windows 10

Replies

Kudos0

Re: Add to subscription

Posted: 17-Nov-2023 | 2:38PM · Edited: 17-Nov-2023 | 3:07PM · Permalink

 Robert Sarley:
I just bought a Norton 2024 addition

Maybe, you mean 2024 edition.  Norton does not use year as a designator.  Norton does not release yearly editions. 
Maybe, your 3rd party seller uses year as marketing.  Norton current version 22.23.9.9/22.23.10.10.  Note: xx.23.xx.xx does not mean 2023.   May I ask where/how you purchased Norton 360 subscription?

Yes, to activate new key. 
Yes, for Norton Support to merge new key to extend subscription term.    
Norton requires you enroll in automatic renewal.   
Norton requires your payment details.

https://my.norton.com/home/setup => Returning customer? Sign In => Enter A New Product Key

After Norton Official Support adds new subscription term to existing term. 
You may go back and cancel automatic renewal and remove payment details. 

Norton subscriptions are recurring term.  Users may cancel automatic renewal and remove payment details anytime, after setup. 

If you want to cancel the automatically renewing subscription, you can do so at any time. Sign in to your Norton account and visit the My Subscriptions tab.   https://my.norton.com/extspa/account/subscriptions

Note: cancel refers to automatic renewing subscription - not current term product protection. 

Effects of stopping your subscription from automatically renewing:

  • Your subscription will continue through the end of your already paid subscription term, after which it will end and not automatically renew.

  • Any benefits associated with automatically renewing subscriptions may end when you stop your subscription from automatically renewing.


Users may enroll or cancel Automatic Renewal & remove payment method at anytime.
Please review > Update your personal information in your Norton account
https://support.norton.com/sp/en/us/home/current/solutions/v52531049

You are enrolled in the Automatic Renewal service at the following times:
When you purchase a Norton subscription from the Norton Online store.
When you first set up Norton after purchasing from a retail store or third-party website.

Please review > Learn more about your automatically renewing subscription
https://support.norton.com/sp/en/us/home/current/solutions/kb20080417115558

Kudos0

Re: Add to subscription

Posted: 17-Nov-2023 | 2:55PM · Permalink

Norton post subscription terms on product page - your location.

for example:  https://us.norton.com/

* Important Subscription, Pricing and Offer Details:

  • Contract Type: contract for a monthly or annual subscription, starting when the transaction is complete. Click here for our Terms of Sale.
  • Set-up: to get the protection/service started, you must download and install on each device and/or complete set-up.
  • Free Trial: payment method required if signing up for a free trial (credit/debit card or PayPal only). When the trial ends, the paid subscription starts and the first term is charged, unless cancelled before. Special offer(s) may expire.
  • Renewal Cycle: automatically renews after the initial term and is billed monthly or annually depending on your billing cycle, unless the subscription renewal is cancelled before the day you are due to be charged in your account or by contacting us here or at 844-488-4540. Click here to learn how.
  • Renewal Prices: may be higher than the price for the initial term and are subject to change. Renewal prices can be found here. Annual payments are charged up to 35 days before the subscription is due to renew, and we send you a notification email with the renewal price before.
  • Cancellation & Refund: you can cancel any of your contracts and request a full refund within 60 days of purchase for annual subscriptions and within 14 days of purchase for monthly subscriptions. For each annual renewal payment or free trial with paid annual subscription, you can request a full refund within 60 days of being charged. For free trial with paid monthly subscription, you can request a full refund within 14 days of being charged. For details, visit our Cancellation & Refund Policy. To cancel your contract or request a refund, click here.
  • Updates: your subscription may include product, service and/or protection updates, and features that may be added, modified, or removed, subject to the acceptance of the License & Services Agreement.
  • Usage: for non-commercial household use only. If you have issues adding a device, please contact us.

2 Virus Protection Promise: You must have an automatically renewing device security subscription with antivirus for the virus removal service. If we are unable to remove the virus from your device, you will be entitled to a refund based on the actual price paid for the current term of your subscription. If you have a subscription from NortonLifeLock purchased with either another offering from NortonLifeLock or a third party offering, your refund will be limited to the price of only your subscription for the current term, not to exceed the total price paid. Any refund will be net of any discounts or refunds received and less any applicable taxes, except in certain states and countries where taxes are refundable. The refund does not apply to any damages incurred as a result of viruses. See norton.com/virus-protection-promise for complete details.

4 Cloud Backup features are only available on Windows (excluding Windows in S mode, Windows running on ARM processor).

‡ Norton Family/Parental Control can only be installed and used on a child’s Windows™ PC, iOS and Android™ device but not all features are available on all platforms. Parents can monitor and manage their child’s activities from any device – Windows PC (excluding Windows in S mode), Mac, iOS and Android – via our mobile apps, or by signing into their account at my.Norton.com and selecting Parental Control via any browser. Mobile app must be downloaded separately. The iOS app is available in all except these countries.

Popular browsers are supported, including Chrome, Edge, and FireFox. Parental Control portal access is not supported on Internet Explorer. On iOS and Android, the in-app Norton Browser must be used to get the full benefit of the features.

‡‡ Requires your device to have an Internet/data plan and be turned on.

§ Dark Web Monitoring is not available in all countries. Monitored information varies based on country of residence or choice of plan. It defaults to monitor your email address and begins immediately. Sign in to your account to enter more information for monitoring.

Δ 24/7 Support is available in English only. See https://www.norton.com/globalsupport.

Kudos0

Re: Add to subscription

Posted: 18-Nov-2023 | 7:43AM · Permalink

It sounds like the support agent did not understand your request. It sounds like all she did was register your new product key into your Norton Account. You can check this by logging into your Norton Account and click on the user icon at the top right and click on Subscriptions. Look to see if your have two subscriptions showing as active.

If you do see two active subscriptions, I would contact support again and ask for the two to be combined, which is what you had originally intended when you made the first contact. Requesting the new key's time be added to the older subscription will save you any hassle of entering the new key into all your devices.

Kudos0

Re: Add to subscription

Posted: 18-Nov-2023 | 7:58AM · Edited: 18-Nov-2023 | 8:02AM · Permalink

peterweb:

It sounds like the support agent did not understand your request. [...]

Last time IIRC.  I had a new key wanting the new key added to current key.  Support told me to enter/register the key so, that Support can see the key.  Then Support would be able to merge keys. 

Robert Sarley:
I started doing that and Norton wants to confirm my method of payment [...]

Sounds like Norton wants @Robert Sarley to enroll in automatic renewal.  
That's my read....fwiw. 

Kudos0

Re: Add to subscription

Posted: 18-Nov-2023 | 9:52AM · Edited: 18-Nov-2023 | 9:58AM · Permalink

@Robert Sarley

CORRECTION: 

the numbers after the 22. refer to the date the version was released to production. Not necessarily the date it was announced to the public. So the 22.23.10.10 version was ready to be released on October 10, 2023.  (credit peterweb)

Norton Security 22.23.9.9 for Windows is now available! -  Posted: 16-Oct-2023 
https://community.norton.com/en/blogs/product-service-announcements/norton-security-222399-windows-now-available

Norton Security 22.23.10.10 for Windows is now available! - Posted: 07-Nov-2023
https://community.norton.com/en/blogs/product-service-announcements/norton-security-22231010-windows-now-available

Kudos0

Re: Add to subscription

Posted: 20-Nov-2023 | 12:43AM · Permalink

I think BJM_ is right, they want him to enroll in Automatic Renewal and they don't want to. FYI you have to enroll if you want to activate your Product Key, but you have the option to disable your AR and remove your payment info after.

In order to merge your subscriptions, to avoid overlapping, you have to contact Norton support to do it for you.