This morning when the paid upgrade became available, I purchased two subscriptions, one for my phone and one for my tablet. My account has been charged twice, and I have two subscription receipts bearing two different Google order numbers. After I upgraded, the app on each device showed as being the full version, with an expiration date in 366 days as expected.
This afternoon, however, the app on my tablet notified me that my subscription had expired and reverted me to the Lite version. Unlike the PC-based products, there does not appear to be a way to enter my order number (analogous to Product Key?) to synch back up with my subscription. The renewal dialog from the Beta version is also no longer available.
How do I get the app to recognize my subscription again?
Well, there are two problems there: first, like I said, there isn't any "Renew" dialog like there was for the beta. So there's no place to enter a key. I'm back to where I was this morning, with the Lite version that has a big "upgrade" button at bottom--which, when I press it, takes me into the process I just went through (once for each device!) this morning--i.e., wants to charge me $32.09 again, at which point I cancel).
What I've received is the receipt from Android Market (x2, one for the app on my phone that's still upgraded, and one for the app on my tablet, which has reverted). The two receipts have different Google Order Numbers, so I have those. And then the apps started showing as the full version, with subscriptions valid until 2012-08-10.
But now the app on my tablet is back to the way it was this morning, before I paid the $32 to upgrade it. :-(
Are both devices registered on the same or different Google accounts?
Same. And I used the same account when registering for Norton Community, if that would help you look it up.
Unfortunately the community and market are not linked so that wouldn't help me. Could you send me a private message with your order number for the device having the problem?
OK. I see the order. Let me check to see what we need to do next.
This morning when the paid upgrade became available, I purchased two subscriptions, one for my phone and one for my tablet. My account has been charged twice, and I have two subscription receipts bearing two different Google order numbers. After I upgraded, the app on each device showed as being the full version, with an expiration date in 366 days as expected.
This afternoon, however, the app on my tablet notified me that my subscription had expired and reverted me to the Lite version. Unlike the PC-based products, there does not appear to be a way to enter my order number (analogous to Product Key?) to synch back up with my subscription. The renewal dialog from the Beta version is also no longer available.
How do I get the app to recognize my subscription again?
It's possible that the license file may have become corrupted somehow. Try uninstalling and reinstalling Norton Mobile Security from the Market on this device and if it does not, please contact support by going here.
OK, I have tried the uninstall/reinstall, but I still end up looking at the Lite version, with no way to get back to Full without paying again. I tried the customer support route, but can't get through the forms or other obstacles on any of the options. Chat won't work because I'm on an enterprise system where we don't have rights to install software on our PCs. E-mail doesn't work because all of the problem descriptions I've tried lead me to forms asking for information I don't have. Phone doesn't work because it takes me to a form to select my Norton product...on which NMS is not yet listed.
Would it be easiest for you to refund that order # and I just repurchase?
Do you have the ability to side load on your tablet? In settings do you have the ability to allow the install of unknown sources or non-market apps?
Yes; just checked the box.
Let me send you a private message with an easier option then refund/repurchase.
Hooah; appreciate the assist. Will come back here and mark as solved if it works; thanks.
DistEd2,
I know that we've resolved your case, but could you provide the make and model of your tablet as well as the version of Android you had installed when this happened? Also, is the tablet a Wifi only tablet or Wifi + 3G?
maybe you can help me....i just upgraded to Lite also on my HTC Evo. now i want to upgrade my Xoom but when i click on the upgrade option within the app i get "Cannot complete this purchase. You have either not setup a Google account or Google in-app billing is not available in your country"
I have tried reinstalling and get the same issue. Also do i need a seperate purchase for the Xoom even though i already purchased it for my Evo?
Please help
What country are you located in? NMS is a single license purchase. What provider is your Xoom using? Could you start a seperate thread since this one is marked as solved?
Eric
Could you please provide me with a private email of the solution as I am having the same trouble.
Regards
I too would also like a private email send to me so I can get my moneys worth Send the prog and the key to <removed>
Waiting is getting to me.
[Edit: Removed the email address to conform with the Participation Guidelines and Terms of Service]
Hi montiensw and pastordl,
I believe that Erik is away at the moment but if your problem is the Full version of NMS Lite reverting to the Lite version on a Tablet then you should be aware that elsewhere in this forum jon_p_11 0f Symantec posted the following:
Quote:
We are aware of this issue is occurring on a few devices and have our development team looking into the issue. Any information you could provide would be extremely helpful in fixing the issue.
Please refer to the following post to obtain an activation key and a retail versions of NMS:
http://community.norton.com/t5/Norton-Mobile-Security/Issue-being-investigated/td-p/511626
Unquote:
I hope that helps.
If you problem is something different you might like to start a new thread.
Good luck.