• All Community
    • All Community
    • Forums
    • Ideas
    • Blogs
Advanced

Not what you are looking for? Ask the experts!

Kudos0

Automatic Renewal Fee? Or different product?

I recently received an e-mail informing me that my Internet Security 5 for Mac (subscription) will expire on the 24th and that my credit card will automatically be charged USD 59.99. When I go to the Norton website (http://us.norton.com) and check my options for renewing or upgrading my Mac product, I find: "Recommended options for Norton Internet Security 5 for Mac." My option is to renew NORTON INTERNET SECURITY 5 FOR MAC FOR 1 YEAR SUBSCRIPTION FOR 1 MAC FOR……USD 39.99. I am confused…

1.) Why is there a USD 20.00 difference between the auto renewal price and the (manual) renewal option on the website?

2.) Is the renewal on the website what I need to continue my subscription? Or is what the e-mail references what I need?

3.) Is the USD 59.99 price for a 1 year subscription for MORE than 1 Mac?

4.) Is there an automatic renewal fee? (seperate from the cost of the product/service....sort of a fee charged above what would normally be charged just for the automatic renewal/peace of mind)

 

Regarding # 4, I know that there is an automatic renewal fee. It was in the e-mail:

 

"If you wish to cancel your enrollment in Norton Automatic Renewal Service for this product subscription, please sign-in to your Norton Account at www.myNortonAccount.com and turn off the auto-renewal feature. You can renew your subscription manually by following the renewal prompts provided by the product. If you renew manually, please note that you must cancel your enrollment in Norton Automatic Renewal Service to avoid being charged the automatic renewal fee."

 

I don't have, or at least can't find, the "renewal prompts provided by the product," so I don't know what the price would be if I was able to take this option. I tried chatting live with a customer service rep., but could't follow/understand his/her broken english. I searched the Norton website and found Auto Renew info, but the info seemed to talk around a fee associated with Auto Renew and therefore didn't help. I also searched the Norton Community, but didn't find an answer.

Bottom line, I want to make sure I'm getting what I need and not paying more than I should be/have to. Thank you for your patience (in reading the above) and any and all assistance you can provide.

Replies

Kudos0

Re: Automatic Renewal Fee? Or different product?

I recently received an e-mail informing me that my Internet Security 5 for Mac (subscription) will expire on the 24th and that my credit card will automatically be charged USD 59.99. When I go to the Norton website (http://us.norton.com) and check my options for renewing or upgrading my Mac product, I find: "Recommended options for Norton Internet Security 5 for Mac." My option is to renew NORTON INTERNET SECURITY 5 FOR MAC FOR 1 YEAR SUBSCRIPTION FOR 1 MAC FOR……USD 39.99. I am confused…

1.) Why is there a USD 20.00 difference between the auto renewal price and the (manual) renewal option on the website?

2.) Is the renewal on the website what I need to continue my subscription? Or is what the e-mail references what I need?

3.) Is the USD 59.99 price for a 1 year subscription for MORE than 1 Mac?

4.) Is there an automatic renewal fee? (seperate from the cost of the product/service....sort of a fee charged above what would normally be charged just for the automatic renewal/peace of mind)

 

Regarding # 4, I know that there is an automatic renewal fee. It was in the e-mail:

 

"If you wish to cancel your enrollment in Norton Automatic Renewal Service for this product subscription, please sign-in to your Norton Account at www.myNortonAccount.com and turn off the auto-renewal feature. You can renew your subscription manually by following the renewal prompts provided by the product. If you renew manually, please note that you must cancel your enrollment in Norton Automatic Renewal Service to avoid being charged the automatic renewal fee."

 

I don't have, or at least can't find, the "renewal prompts provided by the product," so I don't know what the price would be if I was able to take this option. I tried chatting live with a customer service rep., but could't follow/understand his/her broken english. I searched the Norton website and found Auto Renew info, but the info seemed to talk around a fee associated with Auto Renew and therefore didn't help. I also searched the Norton Community, but didn't find an answer.

Bottom line, I want to make sure I'm getting what I need and not paying more than I should be/have to. Thank you for your patience (in reading the above) and any and all assistance you can provide.

Kudos1 Stats

Re: Automatic Renewal Fee? Or different product?

Hi Christopher_425

        Why is there a USD 20.00 difference between the auto renewal price and the (manual) renewal option on the website?

It’s the business machine and people are repeatedly asking the same question you ask.

        Is the renewal on the website what I need to continue my subscription? Or is what the e-mail references what I need?

The email is referring to the automatic renewal process, if you choose from the website then see below.

       Is the USD 59.99 price for a 1 year subscription for MORE than 1 Mac?

The renewal is for the same subscription so if you had one use licence then that is what you will get when you renew.  To check the amount of user licences log into Norton management on the link below using your Norton account email address and password, click on my account, click on product details, identify the amount of licences you have.

https://manage.norton.com

       Is there an automatic renewal fee? (seperate from the cost of the product/service....sort of a fee charged above what would normally be charged just for the automatic renewal/peace of mind)

Regarding # 4, I know that there is an automatic renewal fee. It was in the e-mail:

The price you are quoted is the price you will pay which is the automatic renewal fee.

        Regarding # 4, I know that there is an automatic renewal fee. It was in the e-mail:

The automatic renewal fee is quoted in the email so don’t go looking for it on the website the automatic renewal prompts pop up on the computer and if you accept this then generally it cost more and the remaining days from the old subscription will be added to the new subscription.

You can purchase a Norton product from a reputable store and just enter the key on each computer to renew the subscription.

If you purchase from a store then one day before the subscription runs out enter the key or you will lose the remaining days on the old subscription (there can be a time zone issue so check the Norton user interface to see what the local time is when it drops a day).

Check the days remaining on each computer, as they can be different even if the computers are on the same subscription.  The clock starts ticking for each user licence on the subscription when the key is first entered and activated

On each computer click renew on the Norton user interface this will open a window and below the yellow button there is a link that says, I have a key or code to enter, click on this and follow the prompts, then check the Norton user interface reflects the remaining days are correct.

Shop around for the best deal using the web to check computer stores, large stationary stores and electronic stores for the cheapest option, as well as the Norton store.

What I do is when I see the Norton product at a cheap price I purchase it and keep it for many months some times and have it ready to renew.

As you say you had an issue on the phone you can try live chat on the keyboard it’s free, with a Norton representative on the link below.  Vary the times of day you try, as it’s difficult to know when they are busy. 

https://support.norton.com/sp/en/us/home/current/contact?directChat=on&entsrc=redirect_pubweb

ATB

intesec

Kudos0

Re: Automatic Renewal Fee? Or different product?

Thank you for your thorough response. I tend to read a bit too much into things and, after reading your response, realize that's what I've done. To recap your response, as I understand it:

  • The e-mail price of USD 59.99 IS the automatic renewal fee and is for the same subscription/license I currently have (1 yr/1 computer).
  • Shopping around will yield a cheaper price with the same result: current software with subscription/license.

What's unclear to me is when to install/enter the key. I understand that the clock starts ticking for each user license on the subscription when the key is first entered and activated. This is what's unclear:

 

From your response above: "If you purchase from a store then one day before the subscription runs out enter the key or you will lose the remaining days on the old subscription (there can be a time zone issue so check the Norton user interface to see what the local time is when it drops a day)."

 

Is the or a typo? (I assume it is.) My current subscription expires on the 24th. Would I install it on the 24th or, as you described, the day before (no later than the 23rd at 11:59 PM in order to have a continuous subscription)

Kudos0

Re: Automatic Renewal Fee? Or different product?

Hi Christopher_425

You wrote.

The e-mail price of USD 59.99 IS the automatic renewal fee and is for the same subscription/license I currently have (1 yr/1 computer).

Correct.

You wrote.

Shopping around will yield a cheaper price with the same result: current software with subscription/license.

Shopping around may yield a cheaper price.

It depends on the new product you have purchased, as the key will give you the user licences you have purchased so,

If you have a one-user licence subscription and purchase a new product with three-user licence subscription when the key is entered your account will show 3 user licences.

If you have a three-user licence subscription and purchase a new product with one-user licence subscription when the key is entered your account will show one-user licence.

As I’ve said, think, you might like to check this with live chat on the link on post 2?

You wrote.

Is the or a typo? (I assume it is.) My current subscription expires on the 24th. Would I install it on the 24th or, as you described, the day before (no later than the 23rd at 11:59 PM in order to have a continuous subscription)?

The or is not a typo you will lose the last day of the old subscription if you do it when it shows one day remaining you will have a continuous subscription.

The problem is when you say it expires on the 24th the statement can be interpreted, as the last day is the 24th or that when it is the 24th it has expired.  So check when it drops to one day remaining then by doing it immediately you will only lose one day.  I say immediately as the internet can go down so leaving it till the last minute may cause an issue.

If you miss it then it means installing the new software and follow the prompts to activate it and get updates and recheck for updates until there are no more updates restarting as requested.

If it does expire then disconnect the internet install the new software and when Norton prompts for an internet connection reconnect the internet.

Important.

The keys are not interchangeable so you can’t renew with the key from a purchase product of NAV for a Mac if you currently have NIS installed and vice a versa.  Also changing products from on to another so NAV to NIS, for windows means uninstalling using windows, restart, run the Norton removal tool, restart, I assume it is the same for a Mac.

ATB

intesec    

Kudos0

Re: Automatic Renewal Fee? Or different product?

Hi Christopher_425

If you are shopping around for a better price than the renewal, be sure you have logged into your Norton Account and cancelled the Automatic Renewal function, or you will be charged the renewal price.

Log into www.account.norton.com  and look for a tab for Auto Renewal. Turn this off as soon as you can so you do not get charged. If you do subsequently get charged because you did not cancel soon enough, you can contact Norton for a refund within 60 days.

You can post back here if you need to do this.

Things happen. Export/Backup your Norton Password Manager data.

This thread is closed from further comment. Please visit the forum to start a new thread.