Device change issue and not able to login

[Warren_G1]

Note: Please do not post Personally Identifiable Information like email address, personal phone number, physical home address, product key etc.

Issue abstract: one of my device (iphone can not login)

Detailed description: see photo

Product & version number: 26.8.1 (iOS)

OS details: 26.5.1 (another same iphone is ok)

What is the error message you are seeing? see photo

If you have any supporting screenshots, please add them:

[bjm]

Was the Norton VPN subscription purchased directly from Norton and activated using your Norton account, or was it purchased through the Apple App Store as an iOS subscription?

Are you trying to use your existing Norton subscription on the iPhone, or are you trying to activate through an Apple App Store subscription?

Did you purchase Norton VPN through your Norton account subscription, or as an Apple App Store subscription? Also, when you changed devices, were you able to sign in successfully to your Norton account on the new iPhone?

Are you attempting to activate the app by signing in with your existing Norton account, or are you trying to activate through an Apple App Store subscription?

If your current Norton subscription includes mobile devices, install the Norton app from the App Store and sign in using the same Norton account associated with your subscription. A separate Apple subscription is not normally required.

If the user already has an active Norton subscription that includes mobile protection, the normal process is:

1. Install Norton 360 or Norton Secure VPN from the Apple App Store.
2. Open the app.
3. Select Sign In (do not purchase a new subscription).
4. Sign in with the same Norton account email address used for the existing subscription.

If you already have an active Norton subscription, you normally do not need to purchase or activate a separate Apple App Store subscription on a new iPhone.

After installing the Norton app from the App Store, sign in with the same Norton account associated with your existing subscription and complete setup.

Can you confirm whether you are:

• Signing in with your Norton account, or
• Trying to activate/restore through the Apple App Store?

Please review: Download and install Norton 360 app on your mobile device

iOS Installation (iPhone & iPad)

1. Open the Apple App Store app.
2. Search for Norton VPN.
3. Tap GET, then authorize the installation.
4. Open the app from your home screen.
5. Tap Sign In to link your existing subscription.
6. Tap Set up now on the connection security screen.
7. Tap Allow when iOS asks to add VPN Configurations.
8. Enter your device passcode to finalize the native integration.

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Was the Norton subscription purchased directly from Norton and activated using your Norton account, or was it purchased through the Apple App Store as an iOS subscription?

Are you attempting to activate the app by signing in with your existing Norton account, or are you trying to activate through an Apple App Store subscription?

I am on my iPhone or iPad and want to install Norton VPN app

1. On your iOS device, launch the Apple App Store app, and search for Norton 360 app.
2. On the Norton app screen, tap GET or download icon .
3. When the installation finishes, tap Open.
4. Read and accept the License and Services Agreement, acknowledge our Global Privacy Statement, and then tap Redeem a subscription.
5. Do one of the following:

• Tap Sign in with Norton account and type your Norton account email address and password, and then tap Sign In.
• If you have an existing active Norton subscription purchased Apple App Store, then tap Restore from App Store.

Hoping screenshots from @peterweb Oct 2025 will help:
https://community.norton.com/t/once-again-install-issues-with-multi-device-norton360/244122/26

[peterweb]

Your last image shows that the error is at Norton’s end. Try again later in the day or the next day.

If you did purchase the Norton VPN from the Apple App Store, it would have been for one device. You would have to purchase another subscription for the second iOS device.

[peterweb]

Your thread title says “Device change issue”. Is this iPhone a replacement for an older phone? If so, you need to remove the older phone from your My Subscriptions list in your Norton Account before trying to activate the new phone.