Solved.
Kudos0

Can't renew Norton 360 Deluxe

Posted: 21-Jan-2022 | 3:23AM · 5 Replies ·

I'm trying to renew my existing Norton 360 Deluxe for Windows. I go right through the process, it accepts my credit card details and then I get a window which says 'We're sorry. Something has gone wrong on our end'

I've tried three times now, once today 21st Jan and twice earlier in the week on the same day. I'm using a valid credit card and the details I type in are correct.

Does anyone have any ideas on this one? I deliberately have not bought a licence from a local store, even though it's ten quid cheaper, because last time I did this, I lost the remaining days from my exisitng license. Apparently this is the way it works.

Thinking of switching to another provider, but I doubt that it would be any easier.

File Attachment: 
Image icon Something Gone Wrong screen
Labels: Norton 360, Subscription, Windows 10
Accepted Solution
Kudos0

Re: Can't renew Norton 360 Deluxe

Posted: 23-Jan-2022 | 4:30AM · Permalink

Just for information in case anyone else gets a similar problem. I use Mozilla Firefox 96.0.2, 64 bit up to date with the Norton Add Ons enabled. I tried 3 times over 2 days and got the error message attached earlier each time.  It didn't help so I disabled these and the firewall etc. Tried again twice and this time it just got stuck at the 'Next' button. 

So I tried MS Edge (not my first choice of browsers). It worked. When I hit 'Next' I was taken to a new screen to get a one off code to verify that the transaction was authentic. I didn't get as far as this using Firefox. 

So it looks like either

1) Mozilla can't handle the process but MS Edge can. 

2) I have something running under Mozilla that doesn't like the verification code process and it isn't running under MS Edge. 

3)Something else that I haven't thought of.

It doesn't solve the problem, but it worked for me so I've ticked the 'Solved' box

Thanks Peterweb for your help

View Accepted Solution in Context

Replies

Kudos1 Stats

Re: Can't renew Norton 360 Deluxe

Posted: 21-Jan-2022 | 7:51AM · Permalink

If you have the Norton VPN enabled when trying to renew, try turning it off. Also turn off any ad blocker extension in your browser.

If that does not help, try contacting Norton Support to get help with the process.    www.norton.com/contactcs   

Kudos0

Re: Can't renew Norton 360 Deluxe

Posted: 23-Jan-2022 | 3:10AM · Permalink

Hi

Many thanks for your help. Unfortunately it didn't do the trick. What happens now is that when I hit the 'Next' button on the credit card screen I get a momentary spinning disc with a message which disappears before I can read it and no progression through the process.

I'll try contacting Norton Suggest as you suggest.

Accepted Solution
Kudos0

Re: Can't renew Norton 360 Deluxe

Posted: 23-Jan-2022 | 4:30AM · Permalink

Just for information in case anyone else gets a similar problem. I use Mozilla Firefox 96.0.2, 64 bit up to date with the Norton Add Ons enabled. I tried 3 times over 2 days and got the error message attached earlier each time.  It didn't help so I disabled these and the firewall etc. Tried again twice and this time it just got stuck at the 'Next' button. 

So I tried MS Edge (not my first choice of browsers). It worked. When I hit 'Next' I was taken to a new screen to get a one off code to verify that the transaction was authentic. I didn't get as far as this using Firefox. 

So it looks like either

1) Mozilla can't handle the process but MS Edge can. 

2) I have something running under Mozilla that doesn't like the verification code process and it isn't running under MS Edge. 

3)Something else that I haven't thought of.

It doesn't solve the problem, but it worked for me so I've ticked the 'Solved' box

Thanks Peterweb for your help

Kudos0

Re: Can't renew Norton 360 Deluxe

Posted: 23-Jan-2022 | 5:44AM · Edited: 23-Jan-2022 | 6:44AM · Permalink

FWIW ~ as my test:
below pic is with All cookies blocked or Cookies from unvisted websites blocked or Cross-site tracking cookies - includes social media cookies blocked. 
Maybe, you're using Browser Privacy -> Custom 

Maybe, try turning off Firefox Enhanced Tracking Protection.
Maybe, try whitelisting "us.norton.com", "buy.norton.com, "fpt.norton.com", "login.norton.com",  "support.norton.com" etc...with Firefox extension &or Firefox built-in protection. 

https://buy.norton.com/estore/checkOutV2/CartV3/true

Kudos0

Re: Can't renew Norton 360 Deluxe

Posted: 25-Jan-2022 | 3:14AM · Permalink

Many thanks. I'll certainly try that when the need arises.

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