In My Account under Protection Report, there are 5 protected devices listed: 1 PC and 4 IOS. VIEW DEVICES shows 3 iPhones. Of these 3, only 2 are actual devices. One of them is a duplicate. I do not know how the duplicate was created.
In October 2022 I worked with customer service to delete the two duplicated iPhone listings in My Account. We then re-entered 1 iPhone. Then in November 2022 I noticed the duplication had returned. We still have a duplicate iPhone listed, and therefore the number of protected devices is incorrect.
Would the following be the correct way to try and fix this problem AGAIN?
***Go to REPORTS > PROTECTION REPORT > VIEW DEVICES > DEVICE SECURITY
***In DEVICE SECURITY, for each of the offending iPhone entries, click on the device icon and select MANAGE LICENSE, then REMOVE LICENSE
***Return to DEVICE SECURITY, then INSTALL ON ANOTHER DEVICE
On the iPhone itself, would I then
***uninstall the app from the phone
***go back to Apple App Store and re-download the Norton 360 app (without actually purchasing a subscription through App Store)
From the My Subscriptions list of devices, is there any indication in the description which of the two iPhones is the current phone you are using? If so you can just delete the second entry from that list. The worst that can happen is that it would be your current phone and you will have to reinstall 360 on that phone.
Or you can just go ahead and delete both entries and then try using 360 on the iPhone. It may request you to reactivate or sign into your Norton account from the phone. But if 360 is not working and you do not see a Sign in option, just uninstall it and reinstall it again. That should straighten out your activations.
So I go to the little person icon at the top right of the Norton screen and hover and select Manage My Subscriptions.
That takes me to My Account, where it says "5 of 5 devices protected."
There is a link to MANAGE LICENSES.
I click on that link.
It shows a dropdown list of 5 devices. Column headings include Device Name-First Installation-Remove License.
This dropdown list shows 2 entries called "iPhone." One entry has 1st Transaction 10/9/22, the other entry has 1st Transaction 10/6/22.
Here's a picture.
I have two options at this point.
(1) I can risk deleting both iPhone entries from this dropdown list, and then re-adding "a new device" which will be the iPhone,
or
(2) I can go to the REPORTS icon (the bar graph icon on My account page) to get detail on each protected device and do the deletion/re-entry from there.
Or would you recommend that I get help from the Norton Support Chat function? Maybe this question is outside of your expertise.
Thanks again.
The Devices page in the Norton Account is notorious for having incorrect information. The correct information can be found in the Norton Account by hovering your cursor over the user icon at the top right of the screen and clicking on Manage My Subscriptions. The find your current 360 subscription and click on Manage Licenses. That information is always correct.