Norton gets into endless loop verifying payment details when trying to upgrade or initiate a free trial

Norton 360 for Windows
1

I have logged the issue on the 11th of August and just want to upgrade or take up the 60 day free trial, however cannot upgrade. I have many issues that need addressing on my laptop. Every few days I contact support but am told they’re working on it. After 16 days nobody has responded unless I try and log another issue. Is there any real technical support or is everything on Norton now just AI driven

2

@GHamilton_Williams Support is indeed real. Have you been able to speak to a live person, or are not getting past he chatbot? If the latter is the case type Agent Please three times to speak with a support representative in person.

If you could outline the specific issues you are having we can try to assist you here as well.

-What is your Windows version and its build?

-Do you already have a Norton product installed, if so what is your Norton product, its version and build?

-Are you using a VPN when you are attempting to do these tasks? If so disable it and retry.

SA

3

I have managed to get past the chatbot, but all the live person can tell me is that the team is looking at it.

Have Norton 360 Version 25.7.10308 (build 25.7.10308.945) installed

Running Windows 11 Home Single Language.

Not running VPN

Am actually just ranting because nobody is getting back to me or replying to the screenshots, not that there is anything to see because it just loops on the payment verification. Surely someone in support should have contacted me after 17 days, with me getting a human to respond every couple of days…. frustrated

4

Yes someone should have been contacting you about the issues. When Norton has “backend” issues its an issue with their internal infrastructure, most times even support just have a generic idea of what the issue is and presented to them. The left hand isn’t playing well with the right in that regard. Direct lines of communication between departments works only when they are used in concert with one another. Even here we don’t have access to that information and have to go through much the same processes as all users do.

I will do my level best to get this before someone at Norton for follow-up on your behalf.

SA

1 Like
5

In addition to turning off the VPN, also disable any ad blocker browser extensions for Norton web pages.

6

Hi,

Thank you for posting on the Norton Community. We have resolved this issue. Could you please run LiveUpdate and let us know if it is fixed for you? Thanks.