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Kudos0

I received a message saying I cancelled my account, but I didn't cancel it

Posted: 16-Feb-2022 | 10:43AM · Edited: 16-Feb-2022 | 12:26PM · 4 Replies ·

I renewed my account today but I received a message saying I cancelled my account. I did not cancel my account.  The amount of $69.99 was charged to my credit bank account.  Could you please clear this up for me.  

Linda Eck

Your order has been cancelled

Hi LindaK,

Thank you for ordering from Norton. The items listed below have been cancelled from your order at your request, or by the fulfiller and/or manufacturer. If you have any questions about your account, please visit Member Services & Support.

— Your Norton Team

Order Number:<removed>

Name: LindaK

Order Date: February 16, 2022

Cancelled Items

Norton™ Security Standard

1 year(s) protection for up to 1 device(s)

Subscription Service Renewal  –  Qty: 1

[Edit: Clarified subject]

Replies

Accepted Solution
Kudos0

Re: I received a message saying I cancelled my account, but I didn't cancel it

Posted: 16-Feb-2022 | 10:57AM · Edited: 16-Feb-2022 | 11:21AM · Permalink

Please discuss your subscription issue with Norton Official Support. 
Norton Community does not have access to your Norton account, subscription details nor payment method. 

Please contact Member Services and Support.

Please see your Norton account to manage licenses / subscriptions.
https://my.norton.com/extspa/account/subscriptions

LindaK Eck:
I renewed my account today but I received a message saying I cancelled my account. I did not cancel my account. 

received a message?  from who? how? email?

Did you renew your Norton product subscription and cancel your Norton recurring term subscription?
Maybe, you cancelled Norton Automatic Renewal Service? 

Please post back progress.  

Verify that an email you receive from Norton is legitimate
https://support.norton.com/sp/en/us/home/current/solutions/v71088498 

Kudos0

Re: I received a message saying I cancelled my account, but I didn't cancel it

Posted: 16-Feb-2022 | 11:10AM · Permalink

Norton subscriptions are recurring term subscriptions.  Norton subscription requires user account and user payment method for recurring subscription service.  Virus Protection Promise requires user activate automatic renewal.

Norton subscription purchase includes Automatic Renewal Service. At the end of Your Service Period, the Service will be renewed and Your payment method will be charged the then-current renewal price (plus applicable taxes) automatically, without any additional action by You. At any time after Your purchase, You may change Your subscription settings, including cancelling Your automatic renewal, at my.norton.com.

[...]
When did I subscribe to an automatically renewing subscription?

  • You are subscribed into our automatically renewing subscription, when:

    • You purchase an automatically renewing subscription from our Norton LifeLock online store.

      Certain payment methods do not facilitate the automatic renewal of subscriptions. In this case, you are subscribed without automatic renewal and you will need to renew manually.

    • You activate online on Norton LifeLock the automatically renewing subscription purchased from a retail store or a NortonLifeLock affiliated online-third party website.

    You may cancel your subscription by signing in to your account and visiting the My Subscriptions tab, or we'd be happy to chat about it.

[...]

https://support.norton.com/sp/en/us/home/current/solutions/kb20080417115558

FAQ: Norton subscription and renewal
https://support.norton.com/sp/en/us/home/current/solutions/v126985328

Learn more about your automatically renewing subscription
https://support.norton.com/sp/en/us/home/current/solutions/kb20080417115558EN

FAQ: Norton Subscription status
https://support.norton.com/sp/en/us/norton-360/current/solutions/v136019247

Norton Security - Renewing via Pre Paid Subscription Product Key without auto renew/billing details
https://community.norton.com/en/forums/norton-security-renewing-pre-paid-subscription-product-key-without-auto-renewbilling-details

Kudos0

Re: I received a message saying I cancelled my account, but I didn't cancel it

Posted: 16-Feb-2022 | 11:11AM · Permalink

Norton provides subscription terms on product page...your location:  for example:  

*Important Subscription, Pricing and Offer Details:

  • Your subscription begins when your purchase is completed (or otherwise, when your payment is received). You must download and install on each device, or complete enrollment to get protection. Special offer(s) may expire at any time at NortonLifeLock's discretion.
  • By subscribing, you are purchasing a recurring subscription which will automatically renew.
  • The price quoted today is valid for the offered introductory term. After that, your subscription will be billed at the applicable monthly or annual renewal price here. The price is subject to change, but we will always send you a notification email in advance.
  • You can cancel your subscription here, or by contacting Member Services & Support at 844-488-4540. For more details, please visit the Refund Policy.
  • 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 and Services Agreement.(link is external)(link is external)
  • The number of supported devices allowed under your plan are primarily for personal or household use only. Not for commercial use. If you have issues adding a device, please contact Member Services & Support.
  • 2 Virus Protection Promise: To be eligible, you must have a qualifying subscription that is automatically renewing. If a Norton expert is unable to remove the virus from your device, then you may receive a refund based on the actual price paid for the current term of your qualifying subscription. If you have a bundle (a qualifying subscription from NortonLifeLock purchased with either another offering from NortonLifeLock, or a third party offering), your refund will be limited to the Manufacturer’s Suggested Retail Price of only your qualifying subscription for the current term, not to exceed the total bundled price paid. Any refund will be net of any discounts or refunds received and less any shipping, handling and applicable taxes, except in certain states and countries where shipping, handling and 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.

https://us.norton.com/products/norton-360-deluxe#legal 

Kudos0

Re: I received a message saying I cancelled my account, but I didn't cancel it

Posted: 21-Feb-2022 | 4:55PM · Permalink

How do I cancel my automatically renewing subscription?  ›

To cancel, sign in to your account and visit the My Subscriptions tab, or we'd be happy to chat about it.
After cancelling, your subscription will not automatically renew and your protection will expire on the last day of your current paid term.
If you have been renewed, you may be entitled to a refund of your annual renewal fee if requested within 60 days of your renewal billing date. See our Refund Policy for terms & conditions.
Note for Norton 360 with LifeLock or (legacy/standalone) LifeLock members*:
First, if you do not renew your subscription, immediately upon cancellation you will no longer be eligible for restoration and protection under LifeLock's Million Dollar Protection Package because you will not have a current membership with LifeLock. As a reminder, LifeLock's Million Dollar Protection Package††† provides reimbursement for stolen funds and coverage for personal expenses up to the limits of your plan.
The Million Dollar Protection Package also provides coverage for lawyers and experts, if needed, up to $1 million to help resolve your case. Benefits under the Master Policy are issued and covered United Specialty Insurance Company (State National Insurance Company, Inc. for NY State members). Policy terms, conditions and exclusions are available at NortonLifeLock.com/legal.
If a Stolen Identity Event should occur after cancellation you would not have any of the aforementioned benefits. Further, any ongoing restoration efforts that LifeLock may be engaged in currently on your behalf would cease. Second, you would cease to receive alerts, which could provide you notice of a potential Stolen Identity Event. Finally, if you choose to enroll in Norton services in the future, upon re-enrollment you will have to re-enter all of your information for monitoring and provide new consents.
* LifeLock identity theft protection is not available in all countries
†††Reimbursement and Expense Compensation, each with limits of up to $1 million for LifeLock with Norton Benefit Essential, LifeLock with Norton Benefit Premier, Benefit Elite, Ultimate Plus, up to $100,000 for Advantage, Senior and Ultimate, and up to $25,000 for Standard, Basic, Select, Select for Norton 360, Command Center, Minor, Junior and Benefit Junior. And up to $1 million for coverage for lawyers and experts if needed, for all plans. Benefits under the Master Policy are issued and covered by United Specialty Insurance Company (State National Insurance Company, Inc. for NY State members). Policy terms, conditions and exclusions at: NortonLifeLock.com/legal.

https://support.norton.com/sp/en/us/home/current/solutions/kb20080417115558EN 

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