N360 renewed over a month early without warning and I can't reach customer service

[rcrodgers622]

Hi,
Does anyone have a means of contacting a live person at Norton? My subscription was supposed to renew automatically on January 14, 2025 but renewed today, December 9, 2024, when I wasn’t prepared to pay over $300 for the subscription.

Attempting to find any contact information for customer service failed, I was left with the chat bot Kate, which asks me to provide a verification code from a particular page. On that page, you’re supposed to click a “Generate Code” button, but nothing happens at all. No two factor code sent over SMS, nothing changes on the page itself, no email is sent. While I have two factor set up via Authy (a Google Authenticator like program), which allow has allowed me in the past to log into the utilities, Kate isn’t accepting it.

Anyone have any actual means of contacting them?

[jjcool]

I had the same problem with ‘Generate Code’ button. But the larger problem is Norton’s woeful ‘customer service.’ Last week I was placed on hold for nearly two hours before I hung up. And today I faced the same problem plus the failure of the ‘Generate Code’ page.

[bjm]

Hello @rcrodgers622 , @jjcool

fwiw ~ this process works for me to reach:
Norton support via Social Support | Chat | Phone [here]

fwiw ~ recent reports regarding “Generate Code” here, here, here, here, here

[bjm]

fwiw ~ post for users that pass this way

Norton Community urges users that do not want automatic renewal to unsubscribe and remove their payment profile. [here]

Stop your Norton subscription from automatically renewing [here]
Note: ~30+ days from term expiry - users report not able to change subscription status.

Norton Cancellation and Refund Policy [here]
How to request a refund for an annual renewal fee [here]
Norton annual and monthly subscription refunds [here]

Annual subscriptions : Norton annual subscriptions include a 60-day Money Back Guarantee. Under our 60-day Money Back Guarantee, the purchase of a Norton annual subscription is eligible for a full refund, if requested within 60 days of the purchase date. Each annual renewal payment is also eligible for a full refund, if requested within 60 days of being charged. For an annual paid subscription after a free trial, you can request a full refund within 60 days of being charged. Subsequent annual renewal payments are also eligible for a full refund if requested within 60 days of being charged.

Important subscription, pricing, and offer details:

• Details: Subscription contracts begin when the transaction is complete and are subject to our Terms of Sale and License & Services Agreement. For trials, a payment method is required at sign-up and will be charged at the end of the trial period, unless canceled first.
• Renewal: Subscriptions automatically renew unless the renewal is canceled before billing. Renewal payments are billed annually (up to 35 days before renewal) or monthly depending on your billing cycle. Annual subscribers will receive an email with the renewal price beforehand. Renewal prices may be higher than the initial price and are subject to change. You can cancel the renewal as described here in your account or by contacting us here or at 844-488-4540.
• Cancellation and refund: You can cancel your contracts and get a full refund within 14 days of initial purchase for monthly subscriptions, and within 60 days of payments for annual subscriptions. For details, visit our Cancellation and Refund Policy. To cancel your contract or request a refund, click here.

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