Unable to Restore Active Subscription

I am trying to restore an active subscription onto my iPhone but when I click on Redeem my subscription and Restore from App Store, I see Activating License pop up and then nothing happens. I’ve already tried rebooting but to Jo avail. I even called Norton who cannot find my subscription despite my Order ID and are telling me to call Apple for a product key. I’m on the phone with Apple now and they are telling me Norton should have the product key.

I have not had any experience with any subscriptions on my Apple Account, so any questions I ask are from an outsider view.

What prompted you to need to restore your 360 subscription?

In iOS Settings, tap on your username and then tap on Subscriptions. Does 360 show up there? 

When you first purchased and installed 360 on your iPhone, what was the process needed to activate the product? Was there a sign in to your Apple Account? Did you have to create a Norton Account? If so, are you able to see the mobile subscription at   https://my.norton.com/extspa/account/subscriptions?inid=mynorton-header_myservices:subscription ?

Have you tried uninstalling 360, restart the device, and then reinstall 360 from the Apple App Store app and follow whatever login process you used when first installing?

 

 

I am aware of how to manage my subscriptions purchased via Apple. I can see clearly my Norton 360 subscription which is still active through July 2024. I have a iPhone 11 Pro Max and my iOS is 17.0.3. The issue is that when I click on Restore via App Store, the activating license pops right up as though it’s working and then it disappears and I’m back to the Activate or Redeem options. This is quite frustrating as I have been through rounds with Norton customer service support. They cannot find anything with my Apple ID, last 4 digits of my credit card and even the Order ID. I have shared screenshots of my confirmation/receipt as well as what I see on my phone under Apple subscriptions. I’ve already called Apple and they have no product key.

Is there a direct line to Norton technical support, specifically one that supports mobile devices? The customer service thus far has just merely read from a script, sometimes asking me to verify the same info three times on the same call. I also tried Twitter and that was worse. I had multiple reps go in and out of the chat thread over a span of several hours, asking the same questions again and again.

If you purchased your subscription only for an Apple device directly from the Apple App Store, you can manage your subscription using the information here.   https://support.apple.com/en-ca/guide/ipad/ipadee10c6e7/ipados   

If you purchased directly from Norton or from a retailer, you will have a product key stored in your Norton Account. All you would have to do during installation of 360 on your Apple device is sign into your Norton Account during the install process. That activates your 360 on that device.

What iPhone and iOS version are you using?