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Kudos0

Renewal being treated as a second product!

I clicked on renew on my desktop window in my Norton IS 2011 product.   It prompted me for the license number.   After I entered it, I see my prior license still has 20 days remaining, and instead of adding to my subscription, Norton seems to have this set up as a new product in my account.  Why?   What can I do to get my current subscrition extended, instead of a second instance being added to my account?

Replies

Kudos0

Re: Renewal being treated as a second product!

I clicked on renew on my desktop window in my Norton IS 2011 product.   It prompted me for the license number.   After I entered it, I see my prior license still has 20 days remaining, and instead of adding to my subscription, Norton seems to have this set up as a new product in my account.  Why?   What can I do to get my current subscrition extended, instead of a second instance being added to my account?

Kudos0

Re: Renewal being treated as a second product!

Try clicking on Support>check subscription status to see if it will synchronize with the servers.

Under certain circumstances profanity provides relief denied even to prayer.Mark Twain
Kudos0

Re: Renewal being treated as a second product!

thanks, but it is still showing 366 days remaining vs the 386 that it should be showing.

Kudos0

Re: Renewal being treated as a second product!

Hi zigner

Contact Customer Support via the Chat option on the following web page and they will correct this for you very quickly. The link is for U.S./Can so if you require a different country then please change the location at the top of the web page.

http://www.symantec.com/norton/support/contact/contact.jsp?pvid=cs

We look forward to the time when the Power of Love will replace the Love of Power. Then will our world know the blessings of peace. ~William Ewart Gladstone
Kudos0

Re: Renewal being treated as a second product!


zigner wrote:

I clicked on renew on my desktop window in my Norton IS 2011 product.   It prompted me for the license number.   After I entered it,  [ ... ]


How did you get that new licence number? If you renewed your product on line then the new time is added but if you buy a product retail and use a NEW key wipes out the unexpired time. That's just the way the system works. The workaround is not to enter the new key until a couple of days before the subscription expires and so minimize the loss.

However feedback from users is that if you contact Norton Customer Support via OnLine CHAT they often add the time back on if you ask them to ..... (nicely <g>)

Please let us know how you get on.

To contact customer support Click on this link and work on from there.

You can choose CHAT or Email; email or phone may have a long wait time and feedback from users tells us that CHAT is by far the best at resolving problems.

Note that that link is to the USA/CAN website so if you are located elsewhere I'm sure you will be able to find the equivalent location on your local Symantec website; some pages have a link at the top right where you can select the country you are located in.

Hugh

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