Unable to transfer Norton ETH mined crypto to Coinbase - Jan 2024

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1

Hello,

I have called Tech Support, have a Case Reference # for this issue, but it still has been unresolved for the last several weeks.  I was to get a call back from a Level 2 technician, which occurred at the unreasonable time of 4:40am the next day, and have since been unable to get any support.  I've called, get bounced around to numerous reps, was promised to get transferred to a Supervisor, and was put back in the general call waiting queue.  I've left a voice mail days ago for a requested return call, and no one has called me back.  All I'm trying to do is transfer my mined Crypto of ETH from Norton to my Coinbase wallet as allowed.

Per the notifications in Norton, there is 'no expiration' to do the ETH transfer, and I wanted to conclude it by end of 2023 for tax implications/reporting reasons, but again, I am still needing assistance.  Every time I go to do the "Withdraw" feature, I get the initial Coinbase wallet 'Authorization' screen, which looks like the left-side part of the pic I uploaded.  Note, it lists only an "ETH" at the bottom of the Coinbase wallet screen, but it appears 'greyed-out'.  But, when clicking the "Authorize" button no that screen, the screen flashes as though a dialogue box wants to pop-up and indicate it is progressing, but instead another pop-up box appears to override it and indicates an ERROR with a red encircled exclamation mark (see right-side of pic I uploaded), stating "Make sure to select "ETH Wallet" in the menu at the bottom of the Coinbase authorization screen."

The first-level tech remoted into my system and tried numerous things, but could also not get it to work, which is when it was escalated to the second-level tech, who only called once at 4:40am, and he said he would try again within 24-48 hours, but never did.

In addition to their attempts, I tried turning off the Norton AV checks, my Malwarebytes software, I had changed Windows Settings to use only Google Chrome (instead of the new Norton Security Browser that it automatically updated to), and cleared cookies/cache, rebooted, and tried again to "Withdraw' the mined coin, but again, I got the same exact error.  No matter what I try, this error persists!

Please help me as I need to know how do I get my mined ETH crypto from the Norton Wallet (which does not expire) to properly transfer to  my Coinbase account?

Thanks in advance so much for all the insights I can get!

2

Was away due to a death in the family, but am back again, and I was able to transfer all but about 30-cents to Coinbase.  For whatever reason, a small residual remained, and now the Transaction fee is greater than the Balance remaining, so I can't transfer it.  Anyone else have that issue, or did you all get a zero balance after the transfer?   Norton back-end team is looking into that for me, but at least for the most part, most of it did transfer.  Norton came through again, and it was much appreciated!

3

Just got a call from a tech. The backend team finally fixed the issue. I was able to authenticate to Coinbase successfully and select the wallet. The transfer completed successfully! It should hopefully work for you now. Give it a try or reach out to them again to double check.

4

Spoke to a tech last week who gave me a follow-up call.  They are working on a solution, and hope to hear back this week.  Fingers crossed.

5

We'll try to call attention, again. 

6

Anything new with this issue? I am getting nowhere on my ticket that is the same issue.

7

@Matt Boucher is there anything you or your team can do to assist with this Crypto issue? Thanks in advance.

SA

8

Got my callback and the tech was not helpful at all. They tried a bunch of things which I had already tried. Now I guess they will really escalate to the backend team.  Also, they denied that anyone else had this same issue when I mentioned your post. I did not feel like arguing with them. Maybe the techs don't communicate. Hope you get somewhere with your ticket.

9

Oh my god! I thought I was the only one! Same exact thing is happening for me. I have been fighting this since last month. Have a ticket open and was told that they escalated my issue. Now playing phone tag with support. Got a few emails saying they tried to call (the phantom callback) but missed me. Today have another follow-up call so maybe I can finally get a solution since they are bringing in a tech/developer that worked on their crypto side.

So, it is not your PC or browser or something blocking this on your side. I tried from different pcs and browsers. I even spun up a clean virtual machine to try this and had the same issue. My last ETH transfer from Norton wallet to coinbase was a few years ago and it worked fine. Something is broken on the Norton side probably since they discontinued the crypto mining app. I am curious if there are any more people facing the same issue.

10

For a new update, I had made sure before that my Malwarebytes VPN was off, but I forgot to turn off my Norton VPN which is the default, so I did that, and turned off all Norton AV tool activity, as well as redoing the exiting of all unnecessary Tray Icon apps, going into Chrome and having allowed 'pop-ups' via the Chrome Browser, turning off all Extensions, and clearing browser cache/cookies again, and then starting a new Chrome browser session again.  So, I log into the Norton Wallet with my 2FA, and then I do the 'Withdraw' button.  It has me log in to Coinbase, I do my 2FA there, and it says it does not recognize the device, so I go to my verification email it sends to click on the link it provides to 'recognize' my computer.  It said completed, and to return to browser initiated to complete the process.  So, I go back to the Norton Wallet browser window in Chrome, and the pop-up window for Coinbase is there saying "Connect your Coinbase Account - Waiting for confirmation from Coinbase...", and it just spins and spins, and nothing happens, even though the prior window said the account was linked and I even got a Coinbase email "Application" verification indicating that 'Norton-Crypto has been linked to my account'.

I am still at a major loss, as I don't know what else to turn off and try with an already super blank slate as noted here.  Any other insights would be greatly appreciated.

Where are you Norton Level 2 Techs???  Please help!

11

I have no extra 'extension' installed on the Chrome browser, but great suggestion, so I turned off all Extensions currently being used.  I then went to square one again, turned off my Norton AV, all Malwarebytes protection, closed/exited out of all unnecessary apps in my icon tray, went back to Chrome Browser “Settings” to have “Pop-ups” changed from “Don’t allow sites to send pop-ups or use redirects” to “Sites can send pop-ups and use redirects”, and also Turned off the “Intrusive ads" protection in Chrome, and then cleared cookies/cache again.  I then opened a new Chrome Browser session, opened the Norton app/Wallet via the Icon Tray, and used my 2FA to log in.  I then attempted to "Withdraw" again, and it connected to Coinbase, had me log in, used my 2FA, and it then gave the Coinbase Authorization screen.  I ensured that "ETH Wallet" was selected (again showing 0.0000 as in my previous pic posted), and a pop-up screen flashes 'Authorizing...' but it is then immediately over-written instead by a pop-up window with the same ERROR of "Make sure to select 'ETH Wallet' in the menu at the bottom of the Coinbase authorization screen."

Note, I had even called Coinbase Support the other week to confirm if I needed a special ETH Wallet setup or anything else setup on that side to effectuate the transfer, and they said my account is set and ready to accept any ETH transfer as is.

I am still at a complete loss.  Please help.

12

Correct...no VPN is turned on.

Do you have any ad blocker extension for your browser? If so turn that off for Norton pages.

 

13
David Ka:

Correct...no VPN is turned on.

Wondering whether Norton Official Support via social media might be able to offer help.

Norton Official Support via social media.

David Ka:
The first-level tech remoted into my system and tried numerous things, but could also not get it to work, which is when it was escalated to the second-level tech, who only called once at 4:40am, and he said he would try again within 24-48 hours, but never did.

Yeah, promised call back that never comes...common comment amongst Norton users.  

14

Correct...no VPN is turned on.

15

...and as far as you can discern...your allowing all Coinbase & Norton pages content (that may be blocked by browser extension or built-in browser function) with VPN off. 
Just asking.  I'm not "miner".

 
We'll try to call attention.  No promises.  No timeline.  
I'm Sorry. 

16

I am able to click "Withdraw", but honestly, the 'established Connection' never happens.  It has a dialogue box that spins and spins and spins, but 'never connects'.  I get an email that asks me to 'verify' the computer I am using and then it says to return to browser to continue.  I then attempt the Withdraw, and get the error.  So, a 'connection' never is confirmed per se, just the email verification.  This may be part of the issue, but again, no idea how to get it to recognize Coinbase then.  I think it could be related to the Two-Factor Authorization (2FA), as I had to re-establish that setup on Coinbase weeks prior before attempting the 'Withdrawal' on Norton.  But, even trying the Withdrawal on my other computer (from the link you provided to access my Norton Wallet) where the 2FA asked me this time for my 6-digit code, I still get the same Error.  I am perplexed to say the least.

What is interesting, is attempting this on my other computer, it actually asked me for the 2FA verification code.  But again, I got the same error.  I immediately closed the browser and tried again using the "Withdraw" button option, and this time it did NOT ask for my 2FA, and just errors out, so I think there may be a related issue on 2FA and performing an actual 'connection'' to Coinbase...but the question remains, how to fix that!?!?! Note, attempting the transfer on my phone did not work either.

17

1) You're able to click "Withdraw" button on the Wallet page in Norton Crypto
2) You're able to establish a connection to your Coinbase account and then "error"

Assets in cryptocurrencies can be exchanged into US dollars to make purchases on goods and services. Norton Crypto currently supports Coinbase, a cryptocurrency exchange that provides services to exchange digital tokens to other cryptocurrencies or US dollars.

If you don’t have a Coinbase account, you can create one for free. Once you have a Coinbase account, you can withdraw your Norton Crypto earnings to it. First, establish a connection to your Coinbase account by clicking on the "Withdraw" button on the Wallet page in Norton Crypto. Once the account is connected, you can transfer your earnings to Coinbase.

https://my.norton.com/extspa/crypto/faq 

Caveat: I'm not miner

David Ka:
I have called Tech Support, have a Case Reference # for this issue, but it still has been unresolved for the last several weeks. 

We'll try to call attention: