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Kudos0

Error message - Your product key has not been activated by the retail store where you purchased it

I bought multiple copies of NIS 2013 from Staples Canada last year when it was on sale. I tried to use one to renew my subscription and I got a message "Your product key has not been activated by the retail store where you purchased it". I realized this message is a "Theft Protection" warning. I brought the opened copy back to Staples and show them the previous invoice. A man at the counter credit the item and resale the item while scan the code on the package twice. After I got home, I got the same message when entering the key code. I chat with Norton support, they couldn't help me and asked me to deal with Staples. The staples Staff has done what they can do, who should know this problem in Staples? Can Norton help? 

I can only scan the invoice in JPG format but this forum is not supported. Invoice can be provied by email to Norton's support staff upon request. Thanks.

Replies

Kudos0

Re: Error message - Your product key has not been activated by the retail store where you purchased it


Irisz wrote:

I bought multiple copies of NIS 2013 from Staples Canada last year when it was on sale. I tried to use one to renew my subscription and I got a message "Your product key has not been activated by the retail store where you purchased it". I realized this message is a "Theft Protection" warning. I brought the opened copy back to Staples and show them the previous invoice. A man at the counter credit the item and resale the item while scan the code on the package twice. After I got home, I got the same message when entering the key code. I chat with Norton support, they couldn't help me and asked me to deal with Staples. The staples Staff has done what they can do, who should know this problem in Staples? Can Norton help? 

I can only scan the invoice in JPG format but this forum is not supported. Invoice can be provied by email to Norton's support staff upon request. Thanks.


Welcome,

You will have to work with Staples on this one. They have an agreement with Symantec / Norton and are the only ones who can activate your copies.

Keep us posted

Dick Win 10x64 current current NSBU
Kudos0

Re: Error message - Your product key has not been activated by the retail store where you purchased it

Thank you for your reply.

I was able to scan the Staples invoices at work today. Invoice 1 shows Staples was willing to help me by rescanned the code on the box recently on Feb. 15th, 2014. Invoice 2 is an old invoice showing that they did the scan last year. If I bring all copies back to Staples for them to rescan them all, I believe the probelm will not be resolved because Symantec's server needs to communicate with Staples' system. Do you think what else Staples can do, or can you direct me to the right person in Staples?

[Removed Invoice attachments]

Kudos0

Re: Error message - Your product key has not been activated by the retail store where you purchased it

Hi,

I don't know anything about Staples or their agreement with Symantec / Norton. Start with Staples and if that doesn't work try

http://www.norton.com/chat

to see if they can direct you to the correct party

Keep us posted

Dick Win 10x64 current current NSBU
Kudos3 Stats

Re: Error message - Your product key has not been activated by the retail store where you purchased it

The problem when that kind of activation is in effect (it does happen here in the USA with some store like Walmart I believe and the boxes have a colored sticker on them telling the cashier to activate them on checkout.) is that the clock starts running from when activated so it's no good stockpiling that kind of purchased product to use the key later .....

So you really do not want to get all the copies you bought activated and I'd suggest you get your money back unless CHAT can help you.

It's something I try to remember to warn people about when discussing the topic of saving money by buying a copy and using the key instead of buying a renewal from Norton .......

Hugh
Kudos0

Re: Error message - Your product key has not been activated by the retail store where you purchased it

I chat with the support, because she couldn't help with the issue, she arranged someone from the support team to call me. I received a call the next day, after he took down all my contact information and my Norton account, knowing that I have about 20 copies of NIS, he figured out that  I am a reseller and told me I have to provide him with a Norton authorized reseller certificate before he can help me. I explain to him that our company purchase Symantec corporate license for reselling from the distribution channel for many years and has never reqired to be authorized by Symantec. He insisted that he can't help me without it. I wonder why he can't help me as an end user? 

Anyway, I will try to return the product if possible. But if Staples don't refund me because the products are purchased a year ago! Why Symantec can't do anything? the boxes are unopend and the key can be proved unused! 

Kudos0

Re: Error message - Your product key has not been activated by the retail store where you purchased it

Iris,

I'm afraid that your problem is way outside the remit of these forums. We have no way of helping with commercial problems and as users helping users do oour best with technical problems.

Hugh
Kudos0

Re: Error message - Your product key has not been activated by the retail store where you purchased it

Hugh is absolutely correct on this IrisZ.  Staples (and some other retailers) have a special arrangement with Symantec on these items regarding license activation.  Assuming you purchased these from Staples with the intension of eventual resale, (and ergo, they did not activate them - which is actually a good thing) I think your best option is to return them to Staples for reason of non-fitness for merchantability, and request a full refund.

Chalk this one up as a lesson learned about inventory sourcing.

Kind regards,

John

Kudos0

Re: Error message - Your product key has not been activated by the retail store where you purchased it

You wrote - (and ergo, they did not activate them - which is actually a good thing).

I don't understand what is good about it. Staples tried to activate the code twice through their check out process, but is still unsuccessful (check my attached Staples invoice). Obviously Staples's activation could not register the code in Symantec's activation server.

The fact is:

1) I purchased the products in Staples, paid for prices, and Staples was willing to sell the products to me.

2) Staples was willing to and did go through the " Theft production" activation through check out, but the problem can't be fixed

I like to get refunded from Staples but I can imagine that will be hard for products purchased over a year without manufacturer's official authorization showing to Staples.

I hope my post can be seen by a Symantec employer who monitoring the Forum to help on this issue. That is why I am here. I believe this is a technical issue. I would call this is a "Defect in the Theft Protection System", which is required to be looked at.

[Removed attachments containing Product serial numbers]

Kudos0

Re: Error message - Your product key has not been activated by the retail store where you purchased it

When I looked at your invoices before they were removed from your earlier posts ( they were removed because they included the serial numbers of the products you purchased),  It looked like you already returned them once to get a price match.There may have been something that went wrong with the return/ resale procedure that nulified the activations. See if you can take one back as a test, and ask for a completely new boxed version. Then see if that one will install correctly.

Things happen. Export/Backup your Norton Password Manager data.
Kudos1 Stats

Re: Error message - Your product key has not been activated by the retail store where you purchased it


Irisz wrote:

You wrote - (and ergo, they did not activate them - which is actually a good thing).

I don't understand what is good about it. Staples tried to activate the code twice through their check out process, but is still unsuccessful (check my attached Staples invoice). Obviously Staples's activation could not register the code in Symantec's activation server.

The fact is:

1) I purchased the products in Staples, paid for prices, and Staples was willing to sell the products to me.

2) Staples was willing to and did go through the " Theft production" activation through check out, but the problem can't be fixed

I like to get refunded from Staples but I can imagine that will be hard for products purchased over a year without manufacturer's official authorization showing to Staples.

I hope my post can be seen by a Symantec employer who monitoring the Forum to help on this issue. That is why I am here. I believe this is a technical issue. I would call this is a "Defect in the Theft Protection System", which is required to be looked at.


No offense intended...

The reason I said "it's actually a good thing" is (as Hugh also pointed out earlier) that the products would have been sitting in the box with their license subscriptions ticking away even though they remained unopened and not actually installed on a computer system.

But as they are now, that license subscription period still remains intact (due to inactivation), and by all rights the items should still be returnable (at least the ones that remain unopened); and frankly, those that have been opened should be returnable too since they are unusable due to not being properly activated.

Had the store activation occurred correctly at the time of original sale (not resale) they'd now be (mostly) unusable because their license subscriptions would have (by now) either expired, or at least mostly expired.

Kind regards,

John

Kudos1 Stats

Re: Error message - Your product key has not been activated by the retail store where you purchased it

<< I don't understand what is good about it  >>

Because since you bought them over a year ago the subscription would have expired by now (assuming they were 1 year licences) -- I said earlier that the clock starts with those activations -- not when you install. Just like it does with all the products: the clock starts ticking when you activate the first even when the licence covers serveral PCs.

Hugh

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