Old Forum Post - Closed But Not Resolved - https://community.norton.com/en/forums/not-able-remove-device-account#comments
Norton changed the account management capabilities to prevent deletion of a device from accounts.
Remove a license is not a solution.
Scenario 1 - user leaves the business, device is fully wiped, new user installs Norton Security and a new tile appears for the new install and brings the old inactive tile back to life. When checking license usage, two licenses are consumed. One for the old and one for the new.
Scenario 2 - user leaves the business and had BYOD device. Norton was fully uninstalled yet tile remains in account.
We MUST be able to delete devices we do not want to remain in the account.
Your change in Q4 2023 has caused no end of issues and is not an improvement. It's creating admin overhead and your customers need to be able to delete devices and not just remove the license. Scenario 1 above is a symptom of the change.
I was on with your support team this morning and they were of no help at all nor did they understand the issue.
Please get this fixed asap as your current documented solutions do not help your customers.
PS Our account is full of inactive devices. We must be able to clean up.
Trust me, you'll lose the will to live trying to get Norton to do anything about this issue. They have no understanding of it or any inclination whatsoever to resolve it. All you get is some pompous imbecile telling you that a licence is the same as a device. Not when the device has been duplicated by their stupid system.
Essentially, unlinking the license from the device doesn't fully address the issue. Despite wiping the device, Norton still detects it somehow, leading to the reappearance of old tiles with new ones. Moreover, this process consumes two licenses. Norton should reintroduce the ability to delete devices entirely, not just their license association.
If you have gone into the My Subscriptions section of your Norton Account and used Manage Licenses to delete the activation, that device is no longer covered and cannot affect the use of that activation. If it does happen to show up again in the devices page, it still will not be protected and will not use up an activation.
Essentially, unlinking the license from the device doesn't fully address the issue. Despite wiping the device, Norton still detects it somehow, leading to the reappearance of old tiles with new ones. Moreover, this process consumes two licenses. Norton should reintroduce the ability to delete devices entirely, not just their license association.
Even with the device showing on the Devices page, that device should not have access to the Norton product if the license has been removed from the Subscriptions page.
I understand that for a business, it would be a problem keeping track of what devices are being used. But for now, it should not affect the number of activations.
All: This is an old issue already reported to the Norton team. I reported it yet again, when I had the license/account fiasco recently, being that its backside on their end to resolve, we are still waiting for that to happen. Hoping its sooner than later.
Kenny_D:
I was on with your support team this morning and they were of no help at all nor did they understand the issue.
So, you tried support...
, thank you for bringing this to our attention we will surely work on it. It can be due to changes in the apps or website. Moreover, if customers face the same issue they can contact us and we will remove the device for them. I totally understand how frustrating it can be and we are are sorry for the inconvenience caused. -
All this does is as you say remove the license linked to the device. The option to delete was removed so while we can remove a license it doesn't remove the device from the account.
When someone else uses that device albeit wiped Norton is somehow recognizing it (by means unknown) and thus bring the old tile back with a new one. It also consumes two licenses IE the one from before and the new. This can be seen in the My Subscriptions view where we have multiple 20 user subscriptions and going one by one we find duplicate uses by the same device.
Norton need to re-instate the device deletion capability and not just license assignment association.
Norton account does not display your devices correctly
Due to a data sync issue, you may see the incorrect status and information about your devices on the My Norton portal. If the Norton device security on your device displays the security status as 'Protected', then you may ignore these alerts.
Remove incorrect devices and install protection
To update your account to display only your currently protected devices, with the correct status, you need to remove the devices that display incorrectly and reinstall or activate your protection on those devices again.
<p>If you have obtained your product from a service provider, use the partner sign in link and partner challenge code, or 4-digit partner unit ID you received in your welcome mail.</p>
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<p>In the top-right corner of the page, hover over the account icon or photo and click <strong>My Subscriptions</strong>.</p>
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<p>On the <strong>My Account</strong> page, on the <strong>My Subscriptions</strong> tab, select the product you want to manage.</p>
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<p>Under the product, click <strong>Manage Licenses</strong>.</p>
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<p>In the pop-up window, choose the device that you no longer use, and then under <strong>Remove License</strong>, click the bin icon.</p>
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<p>Click <strong>Remove</strong> to confirm.</p>
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<p>To install Norton on a new device, click <strong>Download</strong>.</p>
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<p>In the <strong>Get Started</strong> page, click <strong>Send Download Link</strong>. Follow the on-screen instructions to download and install the product on a different device.</p>
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Forum threads are closed automatically by the forum software after 30 days with no new posts. It has nothing to do with whether or not there was a solution.
If the SMB Norton Account pages work the same as for the home user Accounts, the way to manage licences/activations is through the My Subscriptions page. Not the My Devices page. In your Norton Account, click on the username at the top right and click on My Subscriptions. Find your current subscription and click on Manage Licences. There should be a list of devices that you can scroll through to find the one you wish to remove and click the trash can beside that. That will free up the activation for a new device/user.
