Solved.
Kudos0

Created a demo account, removed it, still receiving emails

I have a ticket number with support, but everyone I've spoken to says they fix it, but they don't and the following technician doesn't know what the problem is.

Ticket #71491877

In May I was looking for a parental controls solution. I installed Norton Family on my child's phone and at the same time I created an account to test out the trial. The trial account I created was myemail+nortontest@gmail.com. After using it for a few days, I realized that I have Family under my existing 360 subscription.

I reinstalled the app and set it up with my email which is tied to my 360 account (which is norton@mydomain.com). Everything is working for about a month and a half, until I stop receiving email and push notifications.

I contact support and was advised that the app needs to be reinstalled because 'critical files may be missing'... That's not a great answer, but yes, I suppose I'll try a reinstall when I can.

I reinstall the app, authenticated it with my 360 account (norton@mydomain.com) via the pin/QR code method, and it works.

Except I am now receiving email notifications to BOTH emails. I've tried to reset the password for the test/demo/trial account, but I never receive the link to log in with.

In summary

- I created myemail+nortontest@gmail.com to test out the trial for Family

- I realized I have a subscription under the email norton@mydomain.com, so I reinstall the app and pair it with my 360 account

- The push and email notifications stop coming to my norton@mydomain.com domain

- I reinstall the app on my child's phone, and reauthenticate it to my 360 norton@mydomain.com account

- I'm now receiving email notifications to BOTH my norton@mydomain.com address and my myemail+nortontest@gmail.com

- myemail+nortontest@gmail.com doesn't seem to be a valid account, I can't log in or reset the password (I genuinely don't remember the password, but it was something easy I created on my phone), so I can't even turn off notifications

- How is it possible that if I used Norton Family under one account one one device, then later on another device, that the device is still registered under BOTH accounts??? I have spent around 4 hours on the phone with various reps (all under the same ticket) assuring me that this is 'fixed', until I receive another parental control notification.

Accepted Solution
Kudos1 Stats

Re: Created a demo account, removed it, still receiving emails

Thank you for the details over private message.

I can confirm that the emails were originated from your mydomain (N360) account and currently there is no Norton account for your gmail.

You receive the same email to your gmail as well; This is because your gmail is configured as an additional email recipient for the child.

You can remove it by following View Profile -> Manage Email Recipients from child dashboard.

More details can be found at Edit your child's profile in Norton Family

Replies

Kudos0

Re: Created a demo account, removed it, still receiving emails

I'm just going off of memory here, but on call #1, I was told 'We can't find an account myemail+nortontest@gmail.com so you shouldn't have any more issues.

Call #2 the technician asked 'so you aren't receiving emails?' Then later, I was told 'I fixed the problem'.

Call #3 (July 16) I was told that they 'removed the email'. I received a confirmation email to my norton@mydomain.com  address saying that my account was successfully updated.. Yet I received the duplicate notification later today.

Call #4 (July 16, ongoing as I type this) the technician asks 'So you want to change your email?' Before staying 'We aren't able to put other  emails on tickets'.... Despite the fact that is the root issue. I'm curious to see the documentation or lack thereof on my ticket.
I asked to be transferred to a supervisor, and now after 40 minutes on call, did they finally offer to send me an email verification to my myemail+nortontest@gmail.com address to verify that it is me... so now I'm waiting
They came to the conclusion that the gmail account would need to be deleted on Norton's side, 10-15 days.. so I suppose I'll bump this post if there is still an issue in 15 days?

Incredibly frustrating that I need to speak to five people to have an account deleted, but still what is concerning is that how and why would it start to send emails to two entirely unrelated accounts in the first place?

Kudos1 Stats

Re: Created a demo account, removed it, still receiving emails

Hi

Sorry you had to go through that.
I have sent a private message for further details.

Regards
tkamarde

Accepted Solution
Kudos1 Stats

Re: Created a demo account, removed it, still receiving emails

Thank you for the details over private message.

I can confirm that the emails were originated from your mydomain (N360) account and currently there is no Norton account for your gmail.

You receive the same email to your gmail as well; This is because your gmail is configured as an additional email recipient for the child.

You can remove it by following View Profile -> Manage Email Recipients from child dashboard.

More details can be found at Edit your child's profile in Norton Family

Kudos0

Re: Created a demo account, removed it, still receiving emails

That fixed it. Thank you very much

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