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Kudos0

Renewal Issue - Norton Security Premium

Hello, Renewing my Norton subscription for my mobile devices was a hassle compared to the PC version. Norton Security renewal for my family's Win8 and Win10 PC and laptops was straight forward: click "Renew", click "I have a key or code to enter", enter my new product code, and done. On the mobile devices, however, I eventually had to uninstall and re-install the Norton Mobile Security app. The process I ran into was: tap "Renew Now", login, login another screen, tap "Renew", and then prompted to purchase another subscription. There was no option to input an existing code, although I did see my new subscription listed under services with seats open. After several other attempts, the process that worked was: uninstall Norton app, re-install Norton app, tap "Purchase", login, and the new subscription is automatically recognized. The two mobile devices were both Samsung Galaxy S6, Android 5.1.1, and Norton Mobile version 3.13.0.3041. I would have liked the mobile app renewal process to be as simple as the PC version; mainly being able to input a new subscription code. Thank you.

Replies

Kudos0

Re: Renewal Issue - Norton Security Premium

It is too late to test this now, but when you first saw the Purchase option in your renewal process, did you tap on that? What that will often do is the same you saw when reinstalling and seeing the Purchase option. You tap on it and it will pick up your license.

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

Re: Renewal Issue - Norton Security Premium

Before uninstalling, tapping Purchase lead to buying another subscription even after logging in. It didn't pickup the open seats I had on my new license. Maybe mobile app didn't process this correctly since I still had 2 days on my old license and/or I upgraded to Premium from Deluxe this time (Premium was cheaper, oddly). I think inputting my new license code directly on my PCs worked more smoothly than the mobile app trying to pick up a new license automatically. It'd be convenient if it worked in my case. I just wanted to post my issue so, maybe, the techs will look into any improvements that can be made on the mobile platform.
Kudos0

Re: Renewal Issue - Norton Security Premium

Did it ask for another log in or did it ask for payment information?

Sorry to keep asking. But this is the only way we can learn just what is happening.

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

Re: Renewal Issue - Norton Security Premium

To the best of my memory, it prompted for my login, and then it loaded another page prompting for my login again with billing information. I didn't go beyond that point just in case I'd get charged for another license. Additionally, being prompted for my login twice in a row seemed shady, and inconvenient, but it was all in-app so hopefully that's all legitimate. Edit: I do remember an instance where I was prompted with my login, and then another login without billing information. That took me to my Norton Management listing my devices and services. My new subscription with open seats was listed, but there was no way that I could find to add my mobile that.
Kudos1 Stats

Re: Renewal Issue - Norton Security Premium

Thanks for the information.

Again, for future reference. I believe if you had logged in again, it would have connected to your Norton Account and would have picked up the activation. You would not be charged anything as long as you do not enter any payment information.

I do agree that this process should not be this difficult, or confusing. In fact, I am testing an installation for another user's problem and I cannot figure out how to link to my Norton Account and get out of trial mode. 

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

Re: Renewal Issue - Norton Security Premium

I think after entering trial mode, you can tap the Norton logo on the far right, then tap the "$29.99". It might be something different, but remember tapping something that didn't seem like a link/button and it prompted me to login. After that, it picked up my subscription. This was the process on my first phone; I started the trial, then linked my account. On the second phone, I skipped the trial by tapping the "$29.99" above the trial button, logged in, and my subscription was automatically picked up. I'm probably forgetting details, but I distinctly remember thinking "that didn't look like a button, but it worked". Good luck and thanks for your input! Edit: The steps I'm referring to above was after re-installing Norton Mobile on both devices.
Kudos0

Re: Renewal Issue - Norton Security Premium

Thanks for the suggestion, but I am using an older version of NMS that some users need for compatibility with their older devices. The interface is different and I cannot remember what I did before. I have a few more days before I think a purchase message will pop up. I'll take it from there.

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

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