Unable to download and install my Norton subscription

I have an old edition of Norton that expired, so I renewed my subscription. Now it won’t let me download and install. I spent over an hour on “chat” the other day only to get locked out of my account because they kept sending log-in codes that wouldn’t work.

Numerous issues. So when I try to download and install it says I already have Norton installed. And it won’t update over the old file. I can’t uninstall the old file because my computer says it’s running. I can’t get logged into my old app because it says my key-code, which I copied and pasted from my account page, is invalid.

It’s just so frustrating that I paid for this product and it seems impossible for me to actually use it. Not sure what to do here…

Uninstall your Norton device security product on Mac
https://support.norton.com/sp/en/ca/home/current/solutions/v134746139

Remove all Norton programs for Mac using the RemoveNortonMacFiles tool
https://support.norton.com/sp/en/us/home/current/solutions/kb20080427024142EN

Remove a device from your Norton account
https://support.norton.com/sp/en/us/home/current/solutions/v53370992

already tried that, as I said above it won’t let me uninstall the old version because it says its running and I can’t get logged in because it says my key code is invalid. this is part of the problem

So, you do not know your Mac Administrator account username and password?

yes I know them, that’s how I’m here obviously. the problem, as I said, is that it asks me for the passkey. and it doesn’t work even though I copy and paste.

also this forum is not letting me upload my screen shots. so frustrating

Norton support via Social Support | Chat | Phone

Please step thru the process to reach:

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Please try uploading image to https://postimages.org/
Please try copy Direct link: and paste (space characters after dot - before Reply to break link) with your message.

for example:

https: //i. postimg. cc/FRDnZ2Zr/png-20065. png


or try Preformatted text </>
https://i.postimg.cc/FRDnZ2Zr/png-20065.png

1 Like

Hello @Brook_Bradbury
Please post progress

NONE OF THIS WORKS. There is no way to get as far as the form.

are you Norton 360 for Mac?
are you trying to download/install Norton 360 for Mac?
Please share what NONE means?
Please share what “form”?
Are you trying to reach Norton support?
What happens when you try to reach Norton support via Social Support | Chat | Phone
are you US?

Norton Community is primarily user-to-user < working > product help.
Norton Community does not have access to your Norton account, subscription nor payment profile.

1 Like

Hello @MRALAN_MARSDEN