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Kudos0

Licenses for Norton™ WiFi Privacy inaccessible on IOS

Please don’t send me any more boilerplate instructions that don’t work.  Instead, please take this documentation to the development team so that licensing of Norton™ WiFi Privacy can be made usable.  

  1. Despite showing valid subscriptions at my.norton, choosing download while using IOS directs you to download the app from the Apple store
  2. However, after downloading startup recognizes expired trials, but not valid newer subscriptions. (I got warned about expired annual, but was able to continue.)
  3. Having tried it on two different IPads, I can attest that any Norton VPN app downloaded from the Apple store will have the same trial serial number (  SEBXLBK46N ) or at least that is what “about” in the app says.
  4. After days of trying and several chats and community blogs, I am reasonably sure I cannot access my recently purchased multiple device licenses, at least not from an IOS device.
  5. The boilerplate response to this issue is “Click on My Norton at the top right, then click My Subscriptions. Then click the Download button beside Norton Wifi Privacy”. This results in two choices which go nowhere:  1. go to Apple store as above! Or 2. send a link to add a device, which circles you back to this same loop.

Replies

Kudos0

Re: Licenses for Norton™ WiFi Privacy inaccessible on IOS

I understand your frustration. 

As for suggesting we are using boilerplate instructions, we are only trying to pass on instructions that have worked in the past. And I have been able to install NWP with no issues on my iPad.

We have to ask many questions to try to determine exactly what you have done, as we cannot see your device and what you are doing.

Is this the initial install of NWP to your IOS devices? Your mention of Expired Trials makes me ask this question. If you did have a trial before establishing the paid version, did you first uninstall NWP from the device before installing again.

When I installed on my iPad, it may show as a trial, but there is a link below the Get Started button for I already have a subscription. Tapping that should take you to a page to sign into your Norton Account that should activate the paid version.

As for the Download options from your Norton Account. It depends on whether you are on the device you want to install NWP on, or you are doing this from another device. If you are on the device for install, choosing that option will take you to the Apple App Store for download. Then you should see what I noted above. If you are installing on a different device, ie you are on your PC and you choose to install on another device, an email is sent to that device that you open on that device. As you note, this then starts the download and install process from the Apple Play Store.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Licenses for Norton™ WiFi Privacy inaccessible on IOS

I have installed vpn from the Apple or google play stores on two iPads and one android device.  In every case no matter what my.norton has for subscriptions, the trial is always installed.   Background:  One year ago I installed the single device trial on an IPad and successfully extended it to an annual subscription that expired yesterday.  Wanting to add VPN to my wife’s Ipad during this trip to Greece, I downloaded Norton™ WiFi Privacy from the Apple store to her IPad and used my Norton login to authenticate.  She got the trial version.  Unable to ascertain whether that subscription inherited some of my Norton account credentials for multiple devices, I googled and found a 5 device license offered in England and pressed with the issue with the chat line until I found the same (nicely discounted, thank you) 5 device license in my Norton.  I now show three subscriptions:

Serial: WXDT76B3MY9V  for 5 device expires 2019

Serial: KKVVHGGHGDTW trial expires 3/26/2019

Serial: D4RYD2RWPWX4 annual single expired 3/27/2018 (not renewed )

I have deleted the app and downloaded again authenticating through my norton account and every time it installs with the trial version.  I can continue to use the trial version forever and might have if I were not also preparing for an extended tour of the Far East.  No matter what I do, the only source for IOS or Android always installs the trial license:

Serial: SEBXLBK46N  at least as shown in the ABOUT tab in the app.

In my previous lifetimes as a Norton client I have found a sympathetic support person to delete entries and enable me to progress.  I fear that is also the current case and if I had only the one subscription I might be able to propogate that license over two iPads and two android phones as expected.  However, as a longtime Norton fan, I hope to help future clients.  Anything I can do I am willing.  Again, let me repeat, as someone who has had email since 1979, well before we brought up the IP/TCP, THERE IS CURRENTLY NO WAY TO LOAD ANYTHING BUT THE TRIAL VERSION of Norton™ WiFi Privacy to an IOS OR Android device.  Please note that updating the trial to paid subscription existed in the Apple store.  The 5 device license exists in the my.norton world.

Kudos0

Re: Licenses for Norton™ WiFi Privacy inaccessible on IOS

Comments interspersed:

28-Mar-2018 | 8:50AM: peterweb commented

 I have been able to install NWP with no issues on my iPad.  

[Me too, the first time(s)]

 peterweb commented:  there is a link below the Get Started button for I already have a subscription. Tapping that should take you to a page to sign into your Norton Account that should activate the paid version.  

It doesn’t as I have documented that several times

 peterweb commented: It depends on whether you are on the device you want to install NWP on, or you are doing this from another device.

It doesn’t matter.  I have tried it both ways.  The loop is closed.  If you download the app from the google store or Apple store, you are stuck with the trial version and the only option is to subscribe to the annual single device subscription managed by iTunes in the instance of Apple.  

 peterweb commented: If you are on the device for install, choosing that option will take you to the Apple App Store for download.

When you do that from IOS, IT routes you to download the trial version.  There is no way to access a license purchased from Norton

 peterweb commented: Then you should see what I noted above. If you are installing on a different device, ie you are on your PC and you choose to install on another device, an email is sent to that device that you open on that device.

If you follow that link, it sends you back to the same loop to install the trial version without reference to Norton’s data base.

As you note, this then starts the download and install process from the Apple Play  Which is what fails.  In several posts I have documented this thoroughly.  Please try to effect the way things are to become the way they should be.

Kudos0

Re: Licenses for Norton™ WiFi Privacy inaccessible on IOS

I'll walk you through my installing NWP on my iPad just now.

  • uninstall my current NWP and restart my iPad
  • download and install NWP from the Apple App Store. Yes, a trial version is what gets installed.
  • below the Start your Trial button, tap on the I already have a subscription. On the next page, i sign into my Norton Account.
  • next a message Fnorton Wifi Privacy would like to add VPN configurations. tap on Allow
  • next a message to allow notifications. Choose OK, or Don't allow. This should not affect the operation of the app.
  • next window was the functioning NWP app.

After registering NWP on the app, where do you see it still being a trial? If you are referring to what you see on the Norton Account Website, all I can say about that is that Norton does not seem to be able to figure out how to report the NWP app correctly. I have seen different issues with how my NWP is reported. ie I cannot see what or how many devices have the app installed, and the serial numbers do not match those shown in the app. If this is your concern, there is nothing wrong with your actual app on the devices. Your expiry date does show the correct information. 

The same for your Android device.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Licenses for Norton™ WiFi Privacy inaccessible on IOS

Sorry, The png  screen dumps cannot be uploaded but are summarized in the text below.

Although I tried the suggested sequence several times before, nevertheless I re-tried a couple more times today and got the same result.  (delete/reboot/re-install/already subscribed/login)

For you “next window was the functioning NWP app.”

For me “subscription has expired .... “

    “Renew Now” prompts for Norton credentials and upon accepting says “redirecting” but does not open a new window.  WNP remains on that red screen.

choosing      “I do not wish to subscribe at this time”  brings WPN online.

WPN app settings under ABOUT  shows the universal trial serial number: SEBXLBK46N. (My.norton has registered three different serial numbers:

Serial: WXDT76B3MY9V  for 5 devices expires 2019

Serial: KKVVHGGHGDTW TRIAL expires 3/26/2019

Serial: D4RYD2RWPWX4 annual single expired 3/27/2018 (not renewed )

Right now I am pretty sure I am running on a trial that will expire in 30 days after which Apple will automatically bill me for a one device license. 

My assessment remains that licensing on Apple (and probably Android too) is in a separate universe from my.norton.com.  The only license available there is via an iTunes Store single device one year subscription.  

If you login to my.norton (from Ipad) and click on download, you are told to go to the Apple store where you will have the trial installed.  If you have an subscription on record in iTunes you will be warned it has expired.  If you then choose to renew you are prompted for Norton creds after which “redirecting” fails to open  another dialogue.  The option is always available in iTunes to restore your expired license.  I, of course, am trying to use the 5 device license from my.norton.  

It occurred to me that if I could delete the subscription from Apple the link to Norton might find my new license. 

Unfortunately, To cancel your subscription renewal on your iPad you should be able to follow these steps:

  1. Open Settings on your Apple device
  2. Scroll down to iTunes & App Store
  3. Tap on your Apple ID/email address 
  4. Tap View Apple ID, then enter your Touch ID or password
  5. From the Account Settings page, scroll down and tap "Subscriptions"
  6. Choose your Zoosk subscription 
  7. Tap "Cancel Subscription." Next, tap "Confirm" on the "Confirm Cancellation" pop up.

Unfortunately, for WPN Subscriptions the choice to cancel does not exist.  One can only order/renew.  Under terms it says Apple will delete your subscriber ID after 180 days. 

To cancel your subscription on a Mac or PC, please follow the instructions at the following link:  

https://support.apple.com/en-us/HT202039

Kudos0

Re: Licenses for Norton™ WiFi Privacy inaccessible on IOS

Hi @pkneiss,

Sorry for the inconvenience caused with activation flow. I have sent you a private message requesting for account details to follow up with concern team on this issue.  

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Licenses for Norton™ WiFi Privacy inaccessible on IOS

Thanks for the account details, @pkneiss.

Can you please provide below details on activation error?

- Are you getting error message “Your Subscription has expired..”. when tried to login with your Norton Account credentials? 

  • If above message occurs, does it appears in the bottom of app main screen (UI) or it cover the whole UI (possibly screenshot could help)

- On how many devices Norton WiFi Privacy application installed? Can you please provide device model details. I see you have mentioned iOS(2 iPad) and one Android device(Model and android version?)

Sunil_GA | Norton Forums Administrator | Symantec Corporation

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