i want to cancel my norton account, but i do not have access to authenticator and do not have the backup codes
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bjm
12 August 2026 23:51
2
Hello @Jerome_Roth
Since you have lost access to both your authenticator app and backup codes, you cannot bypass the Two-Factor Authentication (2FA) screen automatically. You must contact Norton Customer Support directly to verify your identity and have them manually disable 2FA or reset your account access.
Contact Norton Support for Account Recovery
Phone Support (US): Call 1-800-745-6061 (Member Services) or 1-800-543-3562 . These lines are available 24/7.LifeLock Specific: If your account includes LifeLock, call 1-800-416-0599 .Procedure: When connected, explicitly state that you are locked out due to lost 2FA credentials (no authenticator and no backup codes). The agent will ask security questions to verify your identity (e.g., billing address, last 4 digits of the payment card on file, or account email) before disabling the 2FA requirement on their end.
Since you cannot log in due to lost Two-Factor Authentication (2FA) credentials, you cannot cancel your account online yourself . You must contact Norton Customer Support by phone to verify your identity, have them disable 2FA, and process your cancellation request simultaneously.
Immediate Action Required: Phone Support
Primary Number (US): Call 1-800-745-6061 (Member Services) or 1-800-543-3562 . These lines are open 24/7.Cancellation Specific: You can also try 1-844-488-4540 , which is often routed specifically for cancellations and terminations.Procedure:
Tell the agent immediately: “I am locked out of my account due to lost 2FA and backup codes, and I need to cancel my subscription.”
Be prepared to verify your identity manually. They will likely ask for:
The email address on the account.
Billing address and phone number.
The last 4 digits of the credit card on file.
Possibly the order number from your original purchase email.
Once verified, request that they disable 2FA and cancel the subscription (turn off auto-renewal) in the same session.
Refund Eligibility
If your annual subscription was renewed within the last 60 days , explicitly request a full refund during this call.
If you purchased through a third party (e.g., Apple App Store or Google Play Store ), Norton support cannot cancel it; you must contact those stores directly, though they may also require identity verification.
After Cancellation
Ask the agent for a confirmation email or reference number for the cancellation.
Since you cannot log in to delete your data manually, ask the representative to initiate account deletion or confirm that cancellation will eventually lead to data purging per their privacy policy.
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May be best – to report “issue” directly via Norton support.Norton Support Help Center → Contact us (bottom of page)Contact Norton Support → Let’s get started.
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Please click Continue as Guest to proceed.
Norton account data deletion occurs in two stages once your request is verified and processed:
Deletion Phases
Immediate Phase: Most personal information is deleted from active systems within minutes of your confirmation.Final Phase: All remaining data, including backups and archived records, is completely destroyed within 30 days .
Prerequisites for Deletion
You cannot delete your account while a subscription is active. You must first cancel any active subscriptions (which stops billing at the end of the current term) and wait for the status to update before the deletion request can be processed.
If you have open support cases or identity restoration claims (for LifeLock), the deletion request may be rejected until those are resolved.
Note for Your Situation: Since you are currently locked out due to lost 2FA, the support agent must first verify your identity over the phone, disable the 2FA requirement, cancel your subscription, and then either guide you through the online deletion steps or submit the deletion request on your behalf during the same call.
Contact Member Services & Support for any further help.
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