Removing license from device via 'Device security' & changing device name

Archive
1

I tried to remove a device using 'Device Security'.  However when I click on device and manage licence, there is no option to remove device. I believe I can also remove device by going to 'Subscriptions'  'Manage licences' but the issue I have is that I have two phone with the same  model name and I want to be quite sure I remove the correct device.

 

Also although I have renamed the device under 'Device Security' this new name does not show when looking at 'Subscriptions'  'Manage licenses'.

2

Remove a device from your Norton account
https://support.norton.com/sp/en/us/home/current/solutions/v53370992 - Last modified: 01/08/2024

3

Thank you.  Didn't realize there were two paths.

4
BobBlumenfeld:

I, too am having this problem. I'm decommissioning an old laptop and want to remove it from support to free up the slot. I don't have a substitute machine I want to assign, so renaming it is not an option.

Remove License should free up slot. 

Please try Method 2 

Remove a device from your Norton account
If your license is installed on an unused device and you want to remove it, you can do that by removing the device from your Norton account. Once you remove the device, you'll no longer have protection on the device. The removal only deactivates the services installed on the device and does not uninstall the application.

If the device that you remove is not connected to the Internet, Norton completes the removal process when the device connects to the Internet next time.

You can use one of the following methods to remove a device.

Method 1 ›
Method 2 ›

Need more help?

  • Uninstalling your Norton product for Mac

  • Uninstalling your Norton product for Windows

  • Transfer your protection from one device to another device

https://support.norton.com/sp/en/us/home/current/solutions/v53370992

The Devices page in your Norton Account is notorious for being incorrect. 
To get an accurate list of devices, log into your Norton Account and click on the user icon at the top right, then click on Manage My Subscriptions. Then find your current subscription and click on Manage Licenses to see the list of devices activated on that subscription. (credit peterweb)

Method 2 ›

  1. Go to the My Account page.
  2. In the My Subscription tab, under the product name, click Manage Licenses.
  3. Click the trash icon next to the device that you want to remove.
  4. In the confirmation screen, click Remove.

https://community.norton.com/en/comment/8550535#comment-8550535 

and from twitter.com/NortonSupport 

, 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. -

https://twitter.com/NortonSupport 

5

I, too am having this problem. I'm decommissioning an old laptop and want to remove it from support to free up the slot. I don't have a substitute machine I want to assign, so renaming it is not an option.

6

and from twitter.com/NortonSupport 

, 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. -

7

and from facebook.com/Norton & twitter.com/NortonSupport...just now

I would also like to inform you that if you remove a license your subscription can be used in 1 more device but we do not remove the device name as it helps to keep a record. Additionally the inactive device is not using any license so there is no hindrance in the usage of subscription. -

8
Fmacc:

So it appears that (...) does not enable removal of device.  

The renaming of devices via 'Device Security' does not work either - new name does not show when looking at 'Subscriptions'  'Manage licenses'.

Oh!? Rename Device does not work.  Thanks, I had not tried Rename Device.

Edit: just tested Rename Device.  Rename Device changes name with My Devices...but, name change does not populate to Manage Licenses.  Maybe, change name device needs Restart.  

9

So it appears that (...) does not enable removal of device.  

The renaming of devices via 'Device Security' does not work either - new name does not show when looking at 'Subscriptions'  'Manage licenses'.

10

 Fmacc:
There is no option to 'Remove Device' 

Yes, the option 'Remove Device' is not available.  
We'll try to find out what happened to Method 1 

Method 1 ›

  1. Sign in to your account.
  2. Under Device Security, click View Devices.
  3. Under Manage your device(s) identify the device you are no longer using.
  4. On the bottom-right of the tile, click on options (...) and click Remove Device.
  5. Click Remove.

https://support.norton.com/sp/en/us/home/current/solutions/v53370992 - Last modified: 09/06/2023

Kenny_D:
The option to remove a device from account using the three elipses dots has been removed by what appears to be a UI enhancement. I was in touch with Support yesterday and didn't have much success in resolving the issue. There is no way currently to remove a device unless Norton see this and revert the silly change. You can remove a license from a device but our accounts will now be cluttered with devices we don't want to exist. Come on Support, get this silly change reversed and let us do housekeeping. Thanks

File Attachment:  pic.pdf
  

 

https://community.norton.com/en/comment/8551102#comment-8551102 

 

We'll try to find out what happened to Method 1 

11

I attach a screen shot of the screen after clicking options (...).  There is no option to 'Remove Device'

 

12

We'll try to find out what happened to Method 1 

Method 1 ›

  1. Sign in to your account.
  2. Under Device Security, click View Devices.
  3. Under Manage your device(s) identify the device you are no longer using.
  4. On the bottom-right of the tile, click on options (...) and click Remove Device.
  5. Click Remove.

https://support.norton.com/sp/en/us/home/current/solutions/v53370992 - Last modified: 09/06/2023

13

Unfortunately the second phone is with a family member at another address with poor IT skills so we have to physically sit together to make any changes. We can’t do this at the moment

14

A workaround for this is that you can remove both licenses and then just simply sign in to your Norton app with the right phone. This will impart the license immediately to the right device.