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Kudos0

Mobile Security app login problem

I have two android devices I'm trying to login on through the Mobile Security app.  When I enter my password on either device, I need to "confirm my purchase", "the product key ending in XXXXX has not yet been associated with the account" I'm using.  But it is.  If I login on a Windows computer, I see the correct product key.  My two android devices show up on my licenses used and I see the correct product key under each device.  I can't fully use some of the backup features if I can't login.  Do I need to remove Mobile Security app from both devices and reinstall?

Replies

Kudos0

Re: Mobile Security app login problem

CK , have you attempted to reboot those devices and recheck? That would be a first starting point if you haven't done so already. Your account has the correct info so it appears your phones aren't sending the info out they need to. Reboots sometimes corrects that issue.

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.437 / NCSP 22.17.0.183 / Norton Core v.282 on Android 1.93
Kudos0

Re: Mobile Security app login problem

Thanks for the suggestion.  These aren't new installs.  The apps have been on the devices a year+, and my devices reboot every Saturday morning.  I just upgraded to Premium when I renewed my Norton Security last week.  I was hopping that might correct the issue.

Accepted Solution
Kudos0

Re: Mobile Security app login problem

If you upgraded your Norton Security product, you would have a new product key associated with it. You need to clear that information out of your Android devices to be able to connect to the new subscription key.

Try going into the Norton Mobile Security, NMS app settings. Tap on the 3 bars at the top left of the NMS screen and tap on Settings. Scroll down to the Anti Theft section and turn off the Device Administrator setting.  Now go to Android Settings - Apps. Scroll to the NMS app and clear the app cache and app Data. Restart the device and turn the Device Administrator setting back on. This will reset your NMS to a trial version. To get the full version back, open the NMS app, tap on the 3 bars at the top left, then tap Sign In. Enter your Norton Account information and you should have the full version again.

Then test to see if things work properly.

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

Re: Mobile Security app login problem

That seems to have done it.  I'm not sure if I have tried to turn off the device admin before.  But both devices are good now.  Thank you for the help.

Kudos0

Re: Mobile Security app login problem

You are welcome.

You would not have any reason for turning off the device administrator for NMS unless you want to clear app data or uninstall the app. That setting helps protect the app from being removed, leaving your device unprotected.

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

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