I purchased Norton yesterday and set up an account and got a product code but no confirmation email or serial number. When I entered the information into the system it says there is no subscription available after paying $119.00 au. Brand customer service and with very broken English the lady said I need to contact my bank for an order number. I don’t know what this means. I’ve told my bank to try and get the money back but where do I get a refund with Norton as I’m not keen at all to use any of their products again.
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Hello @user13132
Did you transact via Norton direct eStore
https://au.norton.com/
https://buy.norton.com/estore/checkOutV5
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Details: Subscription contracts begin when the transaction is complete and are subject to our Terms of Sale and License & Services Agreement. For trials, a payment method is required at sign-up and will be charged at the end of the trial period, unless cancelled first.
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Renewal: Subscriptions automatically renew unless the renewal is cancelled before billing. Renewal payments are billed annually (up to 35 days before renewal) or monthly depending on your billing cycle. Annual subscribers will receive an email with the renewal price beforehand. Renewal prices may be higher than the initial price and are subject to change. You can cancel the renewal as described here in your account or by contacting us here.
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Cancellation & Refund: you can cancel your contracts and get a full refund within 14 days of initial purchase for monthly subscriptions, and within 60 days of payments for annual subscriptions. For details, visit our Cancellation & Refund Policy. To cancel your contract or request a refund, click here.
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Norton Extras: Must have a device security subscription with automatic renewal active to receive these benefits. We reserve the right to update or end Norton Extras at any time. For complete terms and details click here.
Services are provided by NortonLifeLock Australia Pty Ltd c/o, Level 46, Tower One, International Towers, Sydney 100, Barangaroo Avenue, Barangaroo NSW 2000, Australia
1 Raffles Place #02-01, One Raffles Place Mall, Singapore 048616
To contact Customer Support please visit: https://support.norton.com/
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Find your Norton product or service order details
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You can purchase Norton 360 Standard, Deluxe, or Premium from these major Australian retailers, which often offer significant discounts compared to the RRP:
- JB Hi-Fi: Offers digital downloads and physical cards for various Norton 360 tiers.
- Officeworks: Provides “Electronic Software Delivery” (ESD) where you receive a code via email immediately after purchase.
- Big W: Stocks both 12-month subscriptions and specialized versions like Norton 360 for Gamers.
- Harvey Norman: Sells digital downloads for 1, 3, 5, or 10 devices.
Official Direct Purchase
For the most direct support and the 60-day Money Back Guarantee, you can buy directly from the Official Norton Australia Website.
Do not buy a second subscription until the first is resolved or refunded.
Ensure you didn’t purchase from a “grey market” reseller.
Even if you bought from a third party, you can try to validate your product code through the official Norton Support Australia page.
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To request a refund from Norton in Australia, you can use their 60-day Money Back Guarantee for annual subscriptions. Since you haven’t received a confirmation email, follow these steps to find your order information and secure your refund.
Locate Your Order Number
The customer service agent likely asked for an order number because it is the unique identifier needed to process a refund. Since you didn’t get an email, you can try these methods:
- Check Your Bank Statement: Look for a transaction labeled “Norton *AP##########” or similar. The series of numbers following the asterisk is often your order number.
- Norton Account History: Log in to your Norton Account and navigate to Order History. Even if the subscription isn’t showing as “active” on your device, the payment record should appear there if the transaction was successful.
- Processing Delay: Norton orders can sometimes take up to 8 hours to fully sync and generate a confirmation email.
Request a Refund
Once you have any identifier (order number or the product code you received), use one of these official channels to request your AUD $119.00 refund:
- Online Support Chat: This is often the fastest way. Go to the Norton Contact Page and select “Request a Refund”.
- Member Services & Support: If chat is unhelpful, you can use the Refund Request form available on the official site.
- AU-Specific Support: If you purchased through an “au shop” (KDDI/partner), there is a specific AU refund portal you may need to use.
Regarding Your Bank’s Involvement
When the agent told you to “contact your bank for an order number,” they likely meant a transaction reference number or trace ID.
- Chargeback: Since you have already asked your bank to get the money back, this is known as a chargeback.
- Warning: If you successfully initiate a chargeback through your bank, you should stop trying to get a refund directly from Norton at the same time, as this can cause the refund to fail or result in administrative lockouts.
Note on “No Subscription Available”: This message often occurs if you are logged into a different email address than the one used for purchase, or if the product key was not properly registered during the initial setup.
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Access Confirmation Details Online
If you missed your purchase or renewal confirmation email, you can find a printable version (which serves as your official receipt) directly in your account:
- Sign In: Go to the Norton Sign In page and log in with your credentials,
- Order History: Hover over My Account at the top right and select Order History.
- View Receipt: Find your recent purchase and click the Order Number or the expand icon. Click Receipt to view, download, or print the details.
Trigger a New Confirmation Email
Certain account actions will automatically trigger a new confirmation email to your registered address:
- Email Verification: If you haven’t verified your email, go to Account Settings and look for a Verify your email link. Clicking this sends a new verification/confirmation email immediately.
- Account Alerts: If you have an identity alert, signing into your dashboard and clicking “Yes” to confirm you initiated an activity will trigger an automated confirmation email.
- Password Reset: Requesting a password reset from the Welcome to Norton page will send a confirmation/link email from
no-reply@mylogin.norton.com.
Troubleshooting Missing Emails
If you aren’t receiving any emails, check the following:
- Check Spam/Junk: Norton emails often land in spam folders. Look for subjects like “Norton Order #NP purchase completed” or *“Automatic renewal service”.
- Verify Address: In your Account Settings, ensure your email address is spelled correctly. You can update it by clicking the edit icon next to your current email.
- Contact Support: If you’ve been charged but have no record in your “Order History,” you may need to use Norton Chat Support to have an agent manually verify your purchase.
Note on Security: Be cautious of “confirmation” emails asking you to call a number for a refund; these are often scams. Legitimate Norton emails will come from domains like @norton.com or @login.norton.com
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For most online purchases of Norton 360 in Australia, you should receive a confirmation email within 30 minutes. However, depending on the payment method and system processing, this timeframe can vary:
- Standard Credit/Debit Card: In most cases, the order is completed and the email sent in less than 30 minutes.
- System Delays: If there are technical issues or high traffic, it may take up to 8 hours to receive the confirmation.
- Alternative Payment Methods:
- Online Banking: Processing typically takes 2 to 4 working days.
- Wire/Bank Transfer: This is the slowest method and can take up to two weeks for the payment to clear and the confirmation to be sent.
What to check if you haven’t received it
- Spam/Junk Folders: Confirmation emails are often filtered here. Mark them as “not spam” to ensure you receive future renewal notices.
- Order History: You can verify your purchase immediately by signing in to your Norton account and checking the Order History tab.
- Mistyped Email: If you don’t see the order in your account and haven’t received an email, double-check that your registered email address was entered correctly.
Beware of Scams: Scammers frequently send fake Norton “order confirmations” with high charges (e.g., $300+) to trick users into calling a fake support number. Genuine emails will come from legitimate domains like @norton.com and will match the transaction in your official account portal.
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AI sourced content may make mistakes
Hello @user13132
Care to share your progress