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Online renewal problems

I have been trying to renew my Norton Internet Secuirty online (https://www.nortonstore.hk/cart.php?lang_id=en&lcs_id=50000) for the past 10 days but failed to proceed to the payment stage.  Every time I click the "proceed to checkout" button, I was directed to a page that says "Payment Information - fail".   I have correctly filled in all information required and tried the same on different platforms including Chrome, IE and Safari.  I have also tried through different log in channels including LAN, different wi-fi networks and mobile data access. I have also chatted with your online support and allowed them to remote control my pc but still cannot complete the renewal.  What should I do?

Labels: Subscription



Re: Online renewal problems

Hi Ehcwong,

Your link above appears to take me to a Hong Kong partner site (STB Bank) with the following on the bottom of the page:  " The online store and all eCommerce services are provided by SBT (authorized by Symantec). SBT is not a local company and does not provide invoice. Sorry for any inconvenience caused."

The title of the linked page is "Spyware Countermeasure against Virus  Product and Service: Norton Store Hong Kong".

I would question using this link and instead using the info in this link:




Re: Online renewal problems

Hello Ehcwong

On the bottom of the KB that yank linked you to, you can click on English and then pick the location of where you are. This is just in case the KB doesn't automatically open up to your location. If it does open up automatically to your location, then you can forget about this post.


Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus Core Firmware 282 I E 11 Chrome latest version.

Re: Online renewal problems

Thanks, Yank and Floplot.  I am living in Hong Kong and I was directed to the website when I clicked "Renewal" from within Norton.  I am hoping someone from Norton can take a look at the link I provided and see if its working alright. 

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