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Kudos0

Lost days left on old subscription when new key purchased from retailer

I purchased a key from a retailer and activated it through My Norton for each of my devices 21 days before my old subscription ran out. My remaining 21 days from my old subscription disappeared and I was shown 366 days remaining on my subscription. I used Live Chat on norton.com and the agent was very good at reinstating my old days.

To avoid this issue which undoubtedly occurs on a regular basis for loyal Norton customers, a warning should be stated on My Norton when activating a new key that will not extend the subscription, that previous subscription days will be lost. This should be easy to implement, as when applying a new code to a device with days still remaining on the same product (in this case, Norton Security), My Norton should be able to warn a customer of the potential issue before the new key is activated. In my case, I only thought to research the issue once I had realised that days of my subscription had mysteriously vanished. It came up through the help section on the Norton website as the fifth item on this webpage: https://support.norton.com/sp/en/us/norton-renewal-purchase/current/info... so it must be a frequent issue for loyal Norton customers.

If that is the case and it is such a common issue, why does Norton not simply apply this easy fix in My Norton? It should be easily to identify when this issue will or otherwise could apply and a warning should be able to be easily implemented.

Replies

Kudos0

Re: Lost days left on old subscription when new key purchased from retailer

This might be a good suggestion for the Product Suggestions board https://community.norton.com/forums/product-suggestions

We have been complaining to Norton about this for a long time.

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

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