My billing information is up to date but I continue to get alerts my annual renewal cannot be processed because “Something is wrong with your payment information”
No one in the forums can access user accounts. You need to contact Norton Support to get help with your payment information issue.
If using the chat function, when you can enter information enter Agent to get connected to a human.
Thanks. However, I have tried doing as you suggest. But every time I log in and it sends me an authentication code (6 digits), the email comes slowly (several minutes) and when I enter the code it is says it is invalid so I cannot proceed! Tried it twice with same result! Been a Norton user forever but if I can’t get this resolved….or call a human!….I may need to find another security suite. All help appreciated!
Did you try Continue as Guest
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Did you try Norton Social Media
If you cannot reach official Norton support via chat/phone, Norton’s social media teams are often much more responsive than the automated support website:
- X (Twitter): Message @X/NortonSupport
- Facebook: Message the official Norton page @facebook/Norton
- Benefit: A human usually responds to DMs within an hour without you having to click through tiles.
OK, this has worn me out for today…maybe 3 hours….so I’ll try that tomorrow I guess. My CC# on my account is up up to date; have checked several times. But I keep getting the email alerts that there is a problem with my payment info for processing renewal. N360 subscription expiration isn’t till 4/28 I think but I guess they are trying to process it before the (normal I think?) 30 days in advance. Thanks for the help.
Hello @Gordon_Moller
Maybe, try these steps to resolve the “Something is wrong” loop:
- Fully Delete (Don’t just Edit) Payment Methods: Completely remove all saved payment methods from your Norton Account. Log out, clear your browser cookies, log back in, and then add the card again to force a rebuild of your billing profile.
- Match Account and Billing Regions: Ensure the “Country/Region” setting in your account matches both your physical location and the billing address of your payment card.
- Disable VPNs and Proxies: Using a VPN can cause Norton to misidentify your IP address as coming from a restricted region, triggering an automatic block by their fraud filters.
OK, thanks. I will give all that a shot. Appreciate it.
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Hello @Gordon_Moller
Care to share your progress
Are the e-mail messages authentic and from Norton? Here is how to validate that. If the sender is NOT on this list its not Norton.
SA
Hello @Gordon_Moller
Care to share your progress
Sure. I got through to a remote support tech via one of the (at the time, not so easy to find?) 800#s. In India it sounded like. He was very helpful and was able to delete the prior account and make us a deal on a renewal which included LifeLock. So it seems after considerable struggle we’re all set. Thanks to all the community posters here who sought to help!
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