If you purchased a product from a retail store, you need to create a Norton account or add the purchased product to your existing account. For detailed steps, read Download your Norton product purchased from a retail store.
If you have already purchased a new product from a retail store or a third-party affiliated website, you must create a new account or add the purchased product to your existing account. For detailed instructions, read Download your Norton product purchased from a retail store. Please note that the days from your existing subscription will not be transferred to the new subscription as it is a new purchase.
If you have a valid subscription on your Norton Account, but your Norton product suddenly shows expired or no valid subscription, then it may be due to excessive VPN usage. To know more, read Suspension of Norton services due to high VPN usage.
maybe, your Norton product is geo-locked to the the country where the license was purchased.
fwiw ~ this process [here] works for me to reach: live agent
Norton support via Social Support | Chat | Phone [here]