Norton vpn installation bug

[DECAUNES_JEAN]

Issue abstract:

Detailed description: We use Norton security and norton VPN on 4 computers for many years. Last week, this computer crashed ( hard drive ) It was re-installed with success. Then I tried to install both norton products. Norton security was installed without problem. For VPN, from ‘my products screen’ I select ‘Download’ VPN the product key is detailed in this screen. Then a new screen appear asking me the VPN product key ??? we had it on previous screen ??? so I enter the key … but nothing happens. I contacted Norton support who asked me to take control on this computer. After more than 1 hour, he told me he didn’t understand the origin of the problem, did a lot of screen copy for a report and told me Norton will call me back to solve the problem. After 1 week, no news !!!

Did somebody already meet this problem ?

Regards

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OS details:

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[bjm]

@DECAUNES_JEAN

We use Norton security and Norton VPN on 4 computers for many years. Last week, this computer crashed ( hard drive ) It was re-installed with success. Then I tried to install both Norton products. Norton security was installed without problem. For VPN, from ‘my products screen’ I select ‘Download’ VPN the product key is detailed in this screen. Then a new screen appear asking me the VPN product key ??? we had it on previous screen ??? so I enter the key … but nothing happens.

Hello @DECAUNES_JEAN

Maybe, you ran legacy standalone Norton VPN app along side Norton Security.
As I recall legacy standalone Norton VPN could be activated using Norton Security subscription key.

Current Norton 360/Security & current standalone Norton VPN are discrete plans with discrete subscriptions.

In the older Norton ecosystem the legacy standalone Norton VPN app could be activated using a valid Norton Security subscription key. In that older ecosystem, Norton treated the standalone VPN app as an authorized extension of your main security license.

Today, the ecosystem has shifted entirely to separate business models:

The Current Product Split

• Discrete Subscriptions : Modern Norton 360/Security packages and the standalone Norton VPN app are now treated as entirely separate product lines with discrete subscriptions.
• Separate Licenses: If you buy a standalone Norton VPN subscription, it generates a unique billing cycle and license key that cannot be merged with or applied to a standard device-security plan.

The Installation Conflict
Because they are now separate plans, the software architecture has changed. If you pay for both a Norton360/Security suite and a standalone Norton VPN plan, you still cannot run both programs simultaneously on the same machine.

The current Norton 360/Security installer detects the standalone VPN app as redundant software and blocks it to prevent network driver conflicts. If you have both subscriptions, you are effectively paying twice for the same network tunneling protocol on that device.

Current Norton 360/Security v26.8 includes advanced VPN features.

Norton Secure VPN standalone cannot be installed alongside Norton 360 or Norton Security because the VPN feature is already built directly into those comprehensive security suites.

The installer intentionally blocks the standalone app to prevent software conflicts, driver overlap, and system instability. If you attempt to install both, the system detects the existing Norton device security software and halts the process.

+++++++++++++++++++++++++++++++++++++++++++++++

If you have automatic renewal enabled, you will be billed separately for each plan, resulting in redundant charges for the same VPN service.

Because the systems treat them as independent accounts, Norton’s billing department will auto-charge your credit card for both the main security suite and the standalone VPN.

How to Stop the Double Billing
To protect your wallet, you should turn off automatic renewal for the standalone VPN plan while keeping your Norton 360/Security plan active. Follow these steps to log into your account and separate the renewals:

1. Log In: Go to the Norton My Account Sign In page and enter your credentials.
2. Find Subscriptions: Click on the My Subscriptions tab at the top of the dashboard.
3. Select the Standalone VPN: Scroll down until you see the discrete line item for Norton Secure VPN.
4. Cancel Renewal: Click Cancel Subscription Renewal (or Manage Renewal) directly next to the VPN plan.
5. Confirm: Click Unsubscribe, follow the quick feedback prompts, and confirm the change.

Note: Doing this will not interrupt your service; your standalone subscription will simply expire naturally at the end of its paid term.

Did You Just Get Billed?
If the standalone VPN plan automatically renewed very recently, you do not have to just absorb that cost:

• 60-Day Guarantee: Under the official Norton Cancellation and Refund Policy, annual renewal payments qualify for a full refund if requested within 60 days of being charged.
• Pro-Rated Refund: Germany, Netherlands & the UK only: If you are past the 60-day window on an annual plan, you may still request a pro-rated refund for the remaining months left on the term.
• Monthly Rule: If you happen to be on a month-to-month billing cycle, you must request a refund within 14 days of the initial purchase, as subsequent monthly renewals are not eligible.

AI sourced content may make mistakes

[bjm]

Hello @DECAUNES_JEAN
Care to share your progress
Thanks