Trapped in a loop

[Walter.P]

Using the online help chat function traps me in a unproductive loop.

Issue abstract:

Detailed description: Using the Norton Support online chat to resolve an issue. WHen I get to the point of generating a verification code the Generate Code button does nothing. Repeated attempts all produce the same result. Effectively Norton is locking me out of asking fro support for a failure of its latest product update

Product & version number: NORTON 360

OS details: Win 11 Pro

What is the error message you are seeing? Generate Code button inoperative

If you have any supporting screenshots, please add them:

[Tomo74]

I am experiencing the same issue. The chat bot asks for a verification code and provides a link. When I go to the link, the Generate Code button does nothing. This is after Norton renewed my subscription a month before it was supposed to, and before I could cancel it. Ridiculous.

[bjm]

Cancellation and Refund Policy [here]

Cancellation & Refund Request [here]

Stop your Norton subscription from automatically renewing [here]
Note: ~30+ days from term expiry - users report not able to change subscription status

FAQ: Norton subscription and renewal [here]

Contact Norton Support
Top reasons customers contact support [here]

Norton support via Social Support | Chat | Phone
Please review: Contact Norton Support [here]

Please confirm you’re allowing Norton pages content in order to provide the best experience possible. [here]

Norton Community does not have access to your Norton account, subscription nor payment profile.

Norton Community urges users that do not want automatic renewal to cancel recurring subscription service and also remove their payment profile.

How to Use Norton Live Online Chat 2024 [here]

How to Cancel Norton Subscription & Get Full Refund 2024 [here]

Care to share your geo-location/country. We’ll try to post Official Support phone# your location.

[bjm]

• Norton support via Social Support | Chat | Phone

https://x.com/Norton => Message
https://www.facebook.com/Norton => Message

How to Use Norton Live Online Chat 2024
https://www.youtube.com/watch?v=WyT8kUghMdk

Care to share your geo-location/country. We’ll try to post Official Support phone# your location.

Contact Norton Support
Top reasons customers contact support. [here]

Norton support via Social Support | Chat | Phone
Contact Norton Support [here]

• My topic is not listed above → Get help
  
  

• Chat dialog → Type your message here… → type Live Agent

Please confirm you’re allowing Norton pages content in order to provide the best experience possible. [here]

[bjm]

How to Use Norton Live Online Chat 2024 [here]

How to Cancel Norton Subscription & Get Full Refund 2024 [here]

[bjm]

@Walter.P

Using the online help chat function traps me in a unproductive loop.
Using the Norton Support online chat to resolve an issue. When I get to the point of generating a verification code the Generate Code button does nothing. Repeated attempts all produce the same result. Effectively Norton is locking me out of asking for support for a failure of its latest product update

I’ve never needed a verification code for Social Support or Chat Support.
btw ~ I receive the “verification code” sent to my Norton email address…just for opting Chat now.
On occasion Norton Chat agent wrote: I’m sending you a verification code…enter the code back to me. I received the email and typed the number back.
Norton Chat agent usually just asks for my Norton email address.
Note: I am allowing all Norton pages content.

[bjm]

@Tomo74

I am experiencing the same issue. The chat bot asks for a verification code and provides a link. When I go to the link, the Generate Code button does nothing. This is after Norton renewed my subscription a month before it was supposed to, and before I could cancel it. Ridiculous.

Did you review you Norton email address Inbox?
for example:

================================================
Norton Community urges users that do not want automatic renewal to cancel recurring subscription service and also remove their payment profile.

Norton Cancellation and Refund Policy [here ]
How to request a refund for an annual renewal fee [here]
Norton annual and monthly subscription refunds [here]

Annual subscriptions : Norton annual subscriptions include a 60-day Money Back Guarantee. Under our 60-day Money Back Guarantee, the purchase of a Norton annual subscription is eligible for a full refund, if requested within 60 days of the purchase date. Each annual renewal payment is also eligible for a full refund, if requested within 60 days of being charged. For an annual paid subscription after a free trial, you can request a full refund within 60 days of being charged. Subsequent annual renewal payments are also eligible for a full refund if requested within 60 days of being charged.

Norton annual and monthly subscription refunds [here]

Important subscription, pricing, and offer details:

• Details: Subscription contracts begin when the transaction is complete and are subject to our Terms of Sale and License & Services Agreement. For trials, a payment method is required at sign-up and will be charged at the end of the trial period, unless canceled first.
• Renewal: Subscriptions automatically renew unless the renewal is canceled before billing. Renewal payments are billed annually (up to 35 days before renewal) or monthly depending on your billing cycle. Annual subscribers will receive an email with the renewal price beforehand. Renewal prices may be higher than the initial price and are subject to change. You can cancel the renewal as described here in your account or by contacting us here or at 844-488-4540.
• Cancellation and refund: You can cancel your contracts and get a full refund within 14 days of initial purchase for monthly subscriptions, and within 60 days of payments for annual subscriptions. For details, visit our Cancellation and Refund Policy. To cancel your contract or request a refund, click here.

https://us.norton.com/

[Tomo74]

The Generate Code button did not send an email to my Norton email address (yes I checked my Spam folder). I had to search through Norton’s maze of pages to find a phone number for an actual human I could talk with and explain the situation to. He manually sent me an email with a verification code so I could complete the process.

[bjm]

Hello @Walter.P
Please post progress

Hello @Tomo74
Thanks for posting progress

[Walter.P]

I finally resolved my issue - but with no help from Norton whatsoever. I removed and re-installed Norton 360 and also removed other (dormant) security products that have been there for a long time. No idea why latest update would have changed what was previously a smooth operation. Norton - not impressed with your “Ai powered” automated help.