Colleagues,
Please could somebody ( in particular from Norton) explain how the process to change the mobile number associated with an account works. I have a new mobile number and so cannot pass two-factor authorization (code by SMS to the mobile phone) required to log in. I contacted Norton by phone yesterday and gave my new telephone number.
Over 24 hours later, the number has not been changed. I called again today and apparently the process described to me yesterday will not work. Instead I was asked to set up a new account (that I am using now) and that protection (presumably the product key) will be passed from my old account to my new account. Apparently my old account cannot just be deleted so that I could associate the product key with the new account myself.
I am told that I will be informed by e-mail when protection has been transferred. I should then (although I am not sure) be able to log in and see my product key and presumably load Norton onto a new machine (this is how the saga started). But there appear to be other things that I must do - something about re-installing and re-activating. I asked for a description of what I am supposed to do to be e-mailed to me. Nothing so far.
It appears that I will have to use my new machine without Norton protection.
I realize that support is difficult in these strange times but I would welcome a clear explanation of how I can regain control of my service and to make use of the full number of machines.
Thanks in advance for any clarifications.
Paul.
Colleagues,
I was able to activate the product on my second machine today. The solution for a changed telephone number is now proven.
Good luck should you have a similar problem.
Regards,
Paul.
Colleagues,
An update on the solution (for a changed telephone number) that I posted earlier. There is a bit of a twist. Owing to the fact that my earlier subscription needed to be cancelled and a dummy order placed for a new one, I have lost protection on the second of my machines running Norton.
The obvious solution is to follow the instructions on the Norton app on my first machine and to install Norton on the second machine. This I did.
The problem here is that I have ended up with a trial installation on the second machine with only one day to run. There is an option to activate (not sure why this is necessary). I tried that but a server error prevents activation. I'll try again tomorrow.
I hope that that works because with three machines to protect and a product for three machines, I might be down to being able to protect only one of them.
In retrospect, I should have seen this problem coming.
Regards,
Paul.
Colleagues,
I have just had a call from Norton. I have not had time to install Norton on my new machine yet but I think that the problem is now fixed. Should there still be problems I shall post again.
In any case, this is the process to recover access to your product should you have set up two factor authentication for your Norton account and you change your telephone number. Of course, it would be better to change the telephone number that Norton use to send the SMS with the login code while you still have the old number. In my case, my mobile service was terminated unexpectedly.
1. Set up a new account without two factor authentication or with two factor authentication using your new telephone number. You will need to use a new e-mail address.
2. Contact Norton, explain the situation, tell them about the new account. They will then:
Cancel your existing product.
Place a dummy order for € 0.00 (or our local currency) for a replacement product
Send an order confirmation e-mail with a new product key
3. When you get the order confirmation e-mail, login to your new account
4. Choose the option to enter the product key and paste in the new product key.
That should do it.
As I understand it, it is not possible to change the telephone number for an existing account and neither is it possible to move a product instance from one account to another. The solution (at least in this case) was to start again with a new account and product instance.
Note that in my case, the need for a new order and the inability to transfer the product key may have been due to the product I had being obsolete.
I hope that the above helps anyone else with a similar problem.
Regards,
Paul.
Paul585:
In my defense, the change of telephone number was unexpected. I moved to Germany from the UK and it was convenient to keep the UK number. The mobile operator decided that since I had not been in the UK for a while, they would without notice (and while still debiting my bank account) terminate my service.
I'll have to warn my son about that -- he went to France to work on a condo mid-March there and is now locked down in it!
Hi @Paul585 ,
I have sent you a private message. Could you please check your inbox when you get a chance? Thanks.
-Gayathri
Hello Gayathri,
Thanks. I hope that you will be able to help. A change in telephone number is an expected use case and you should be able to deal with it. I realize that things are difficult at the moment but I have had no indication that a resolution to the problem is underway. A confirming e-mail with instructions would be useful.
In my defense, the change of telephone number was unexpected. I moved to Germany from the UK and it was convenient to keep the UK number. The mobile operator decided that since I had not been in the UK for a while, they would without notice (and while still debiting my bank account) terminate my service. Hence I was unable to login with the old number and change to the new number.
I now have my new machine up and running but without Norton.
I shall watch out for updates about how to make full use of my Norton subscription.
Regards,
Paul.
Sorry for the issue you're facing. I'll pass this to the concerned team. Thanks.
-Gayathri
@Sunil_GA Can you or one of your associates please escalate? Thanks in advance.
Cheers