Originally got Norton 360 on a Windows desktop, then shared with my iPad and iPhone 7 Plus (running iOS15.7.5). Appreciated the fact that Device Care protection for one device was provided at not charge. However, actually utilizing that benefit is proving nearly impossible. I can't get logged into the Device Care app; I get a "Missing Profile Info" message advising I need to sign into my account, make changes, exit the app, and then reenter the app. Have done this multiple times with no change and I'm unable to determine what I could possibly be missing. So, I gave Customer Support a call; after two attempts, I learned that Device Care support has its own dedicated team at 833-313-3339; I thought I was going to get a claim form emailed to me, but didn't get it after a few days, so I called again; this time I was asked to send a screen shot of the message to the address shown at the bottom of that message screen, nortondevicecaresupport@servify.tech; did that three days ago and haven't received so much as an acknowledgement that the message was received. Would be most appreciative for any advice you can provide.
Persistence is often what is needed. Although, the latest agent may have newer information about the app issue that was not available to the first agents you dealt with.
Please let us know how you make out in the end.
Thanks for posting back.
Yes, sir. Multiple times.
Currently on a call with them again and this time I have some hope. They acknowledged that there is some sort of problem with the Device Care app, but have not idea when that problem will be resolved. The particular individual with whom I spoke asked to send the receipt and my account particulars via email. He stayed on the line while I put that email together and sent. He then confirmed that it was received and that it would be going to the proper team. I should have a response in the next 15 minutes. I wish I could have gotten this guy on the first call.
Have you checked your spam/junk email folders for any Norton replies?
Have been a Norton subscriber for a number of years now and my account still shows Automatic Renewal is turned on. When I check my subscriptions, Norton Screen Care shows up as active and due for renewal Oct2023. Just got back from a trip and waded through all my emails, finding I still have not received so much as an acknowledgement to my email request for assistance. And multiple calls to the "dedicated" support line for Device Care have yielded nothing, since they keep parroting the steps outlined in the screen shot I provided.
Even if there were some reason that I should be denied the option of filing a claim, I'd expect I'd at least get a response to advise that such is the case.
First question I need to ask is have you had 360 on your devices for more than a year using a subscription that you have been using Automatic Renewal? That is the first requisite for having the device care service provided for your device.
I would suggest calling the number you were given again to see if they received the message email.