Deleting Cloud Backups Does Not Free Up Cloud Storage

Norton 360 for Windows
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Issue abstract: Deleting cloud backups does not free space in cloud storage

Detailed description: I accidentally put a very large folder in my cloud backup so I consumed all 150 GB. I deleted the folder from backup, but the storage space was not restored. I deleted another big folder and no space was restored.

Product & version number:Norton 360 Deluxe, 25.12.10659 (build 25.12.10659.962)

OS details: Windows 11 Pro, OS Build 26200.7623

What is the error message you are seeing? 150 GB of 150 GB Used

If you have any supporting screenshots, please add them:

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That is a known sync issue between the local Norton 360 application and the cloud servers. Simply deleting the backup set in the desktop app often fails to trigger the actual deletion of the files on Norton’s servers.

To permanently free up the space, follow these steps:

  • Delete from the Web Portal: Log in to your Norton Account directly. Navigate to Cloud Backup and select View Backup Sets. Click the trash icon next to the set you want to remove to purge the files from the server.
  • Reset App Settings: If the desktop app still reports full storage after a web deletion, you may need to go to Settings > Troubleshooting and select Reset to Default to force a refresh of the storage status.
  • Check for Service Outages: Occasionally, server maintenance can temporarily prevent storage tallies from updating. You can check the Norton Service Status page to verify.

If you’ve already deleted the sets online and the app still shows no space, restarting your computer or signing out and back in to your Norton account within the app usually triggers the sync.

Fix problems with storage space in Cloud Backup here

Did you try deleting the backup set online? https://my.norton.com/extspa/backup
Did you try Norton 360 → Troubleshooting → Reset to Default?
Note: Reset to Default resets cloud backup

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Hello @Elaine_Q