Credit card which works fine was rejected - bug in Norton site?

Archive
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Last week I wanted to enter a new Norton 360 product key and activate it for which I needed to add a payment card to the Billing information in my Norton account (the product key I bought from Amazon was on an annual renewal basis). I tried a few times to do this, and also tried a debit card - both UK based cards. Every time I got an error something like "Unable to update billing information from the information supplied  ...". (Later I found I had been emailed two 5-digit numbers around that time from Norton, said to be for identity verification?)

I gave up and decided to purchase a new product key for a 1 year license via the Norton website, using the same credit card, and that worked fine, and populated the billing information in my account. So I have paid for an unused product key from Amazon.

Worst of all, I later found the card details had been partially authorised with my card provider, and this incomplete activity resulted in my credit card being blocked. So what is wrong with the Billing information update process? An agent, via chat, sent me instructions which included clicking on a "pencil" icon to edit Billing information - that seems to be no longer there so perhaps a change has been made and something is broken as a result. Can someone from Norton respond as this has seriously dented my confidence in subscribing to these products again.

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Thanks - I tried various options like this at the time, anyway I am going to try to avoid that screen altogether next time I renew. There must be some reason it behaves so oddly at least for some UK customers.

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Thanks for replying. In this case auto-renewal was not enabled so I guess there is some other reason for the problems I had. I was given a help-desk number in the UK so I will try that as you've suggested when I need to activate or renew.

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Hi,

If I remember correctly the pencil icon does not appear if your Automatic Renewal is on, try disabling it and then changing your Payment info. You can turn it on/off at any time.

Also, if you call the help desk, they will help you activate your Amazon Product Key and merge it with your existing subscription, so nothing is lost. Good Luck!

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Try to set the card in one number after one that May help that fix the problem when i got driver updater