Trial version after updating Mobile Secuity

After updates to the product the subscription status of the device is a trial version with 30 days remaining. On my other devices I have over 300 days remaining. I have subsequently uninstalled it then reinstalled. However after loging in to my account it is still the same. How can I remedy this situation.

Glad to hear you got things working again. And you did not waste anyone's time. We are here to help.

The web site can be confusing to users, because the Devices page often show incorrect or not up to date information. If you are looking at the web site click on the My Norton at the top right and click My Services. That is the page that is usually correct in showing the correct information on your devices and activations.

As long as the individual devices show the correct number of days on the subscription, you should be good to go.

 

Hi Peterweb.

Thank you for your prompt response. It starts active subscription when installed directly from email installation. If I install and then enter username and password it states I have an incompatible device. I have a Google Pixel XL 128 Australia Telstra running Android 7.12. I am using beta versing of Norton Security and it expires November 2017. After following your instructions again and deleting relevant redundant folders I have it working correctly now. Sorry to have wasted your time, but thank you for all your help. You obviously help a lot of people and it is greatly appreciated by this user, thank you once again :). It would be nice to know why I received the message several times that I and using an incompatible device and why I wash unable to log in the app? Also when trying to do things signing in on the website was where I received the message of incompatibility.

Thank you from this user,

Pete.

Mindlessgalaxy3:
I have exactly the same problem. However after installing following your last lot of instructions I now have an active account, but I cannot log in with my user name and correct password? It didn't make sense as I cannot backup my contacts as it clearly states I need to sign in. Also originally before I used your instructions it said my device was not compatible? However, it would let me purchase a new copy which is unfair. Like I said your method worked, but I cannot log in to back up contacts etc. Help please if you can? Thank you.

 How are you determining you have an active account? What is shown on the main Norton Mobile Security, NMS, screen when you tap on the 3 bars at the top right? Does is show days remaining, or trial?

What device and OS version are you using? Just wondering because you say you saw a message that the device was not compatible.

I have exactly the same problem. However after installing following your last lot of instructions I now have an active account, but I cannot log in with my user name and correct password? It didn’t make sense as I cannot backup my contacts as it clearly states I need to sign in. Also originally before I used your instructions it said my device was not compatible? However, it would let me purchase a new copy which is unfair. Like I said your method worked, but I cannot log in to back up contacts etc. Help please if you can?

Thank you.

What device are you having trouble with? There could be a device specific issue here.

You could try contacting Norton Support to see if they can shed any light on this.   www.norton.com/contactcs

 

 Tried this and is still trial version.

 

And it is still just showing the 30 day trial?

I would suggest another reinstall in this specific order.

  • Clear the app cache and app data
  • uninstall the app
  • Restart the device
  • log into your Norton Account at  https://manage.norton.com
  • Click/tap on My Norton at the top right, then click on My Services
  • find your current subscription, and click/tap on the Download button. Follow the instructions to install.
  • open the email and follow the instructions for installation on the device.
  • restart the device once more
  • now try to log into your account on the device

 

Yes

After tapping the 3 bars, do you see your name and Norton Account email address?

 

Yes, but it is still the same.

Did you open the NMS app and tap on the 3 bars at the top left, then tap on Sign in? Signing into your Norton account from the app should activate the full version.

 

Both are showing it is a trial.

Are you speaking of what is showing in the app on the device, or are you looking at the Norton Management web site?

Have you restarted your device after the update?