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Kudos0

Remaining subscription days not added to new key/subscription

I type in my new Norton Security product key to renew my Norton Internet Security that has 21 days left, because I see that the 21 days will be added to the new 1-year subscription:

But after it activate with the new key, I see that I only have 366 days remaining instead of 365+21 days:


What's going on? Did I just lose 3 weeks of subscription?

Replies

Accepted Solution
Kudos1 Stats

Re: Remaining subscription days not added to new key/subscription

Hello,

If you renew directly thru Norton the additional days are added automatically. If you purchased an activation code from another source the days aren't automatically added but can be reclaimed by contacting Norton chat.

norton.com/chat

Regards,

Win 10 Home x64, NS 22.5.5.15, AMD A6-5400K APU and 6GB RAM
Kudos0

Re: Remaining subscription days not added to new key/subscription

Thanks Ballistic.

I got a better deal on Amazon ($40 for NS Premium 10-devices, when it was on sale) than renewing online through Norton, so opted to do it manually via the key card.

I'd advise anyone renewing to wait until the expiry date to renew/activate.
Otherwise, you will have to spend about 30 minutes with Norton Support Chat doing this to get your unused days added to your subscription:

Me:   Initial Question/Comment: I renewed via a new key, and I lost 21 days of subscription.
System:   Welcome to Norton Support! A Norton Representative will be with you shortly.
System:    
System:   Thank you for your patience. It will take us 0 hours 9 minutes 26 seconds to connect you to a Norton Representative. Please stay online.
System:   If you are encountering issues with your Norton product after upgrading to Windows 10, or have questions on how to upgrade to Norton version compatible with Windows 10, please visit www.norton.com/w10.
(wait, wait, wait)
System:   Connected with (Agent).
System:   Welcome to Norton Support, my name is (Agent). Please give me a minute to go through the information you have provided.
(wait, wait)
Agent:   Hi (Me), I can understand your concern and I will certainly help you with the subscription of your Norton product?
Me:   What information do you need?
Agent:   Could you please confirm if ***** is your active email address?
Me:   yes
Agent:   Thank you for confirming.
Agent:   Could you also provide me the product key you tried to enter while renewing?
Me:   *****
Agent:   Thank you.
Agent:   Please give me few minutes to go through the information related to the product key.
(wait, wait)
Agent:   Thank you for your patience.
Agent:   I have checked the details of the product key and I can see that there are 366 days left with the subscription of your product.
Me:   I had 21 days left on the old subscription.
Me:   The notice said those days will be added to my new subscription.
Me:   So I should have 386 days, not 366.
(wait, wait)
Agent:   I will add the days to your current subscription.
Agent:   May I have the product key associated with the old product?
Me:   *****
Agent:   Thank you.
Agent:   Please let me check the details for this product key.
(wait, wait)
Agent:   The days have been added successfully to your product. Please check the product's subscription status by clickling on the "Help" tab on the upper right hand corner of your Norton product user interface and click on subscription status to check. You will see the days aded onto your product.
Me:   It says 387 days. Thanks!
Agent:   You are welcome.
Agent:   We have disabled the previous product key.
Me:   OK.
Agent:   Please take note of case number ***** for future reference.
Agent:   For any further queries you can contact us at http://www.norton.com/support.
Agent:   Is there anything else I can assist you with?
Me:   No, Thanks!
Agent:   I would greatly appreciate you taking the time to complete a survey on your Norton Support experience, which you will receive by email within the next few days. Please feel free to use the comment box to express your overall opinion about Norton Support. Your feedback will be analyzed and will assist us in providing excellent customer service.
Agent:   You're welcome.

Kudos0

Re: Remaining subscription days not added to new key/subscription

Hi natey2,

Glad it all worked out.

I'd advise anyone renewing to wait until the expiry date to renew/activate.

That's the best and easiest way to go.

Regards,

Win 10 Home x64, NS 22.5.5.15, AMD A6-5400K APU and 6GB RAM

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