Note: Please do not post Personally Identifiable Information like email address, personal phone number, physical home address, product key etc.
Issue abstract:
Detailed description:
Product & version number:
OS details: Windows 10
What is the error message you are seeing?
Error message is stating that there is a conflict with the new product key since there is already a subscription. I have tried since this past May to update my subscription by purchasing one from Amazon. I have already reached to support number of times without any success. How can I fix this on my own so that I can have my system updated? Is there a way to remove the subscription from my Norton online account so that I can try to update?
Just a note, last year when it was getting close to renewing my Norton LifeLock Select, Norton reached out to me and offered the Advantage to try for the remainder of my subscription at the time, for free. So downloaded the update, now that my subscription has expired and I can’t afford to continue to use Advantage, I want to go back to my original subscription for Select.
Okay…as far as I’m aware.
Norton from Norton direct
Norton 360 with LifeLock Advantage is up to 10 devices. 250 GB PC cloud backup
Norton 360 with LifeLock Select is up to 10 devices. 250GB PC cloud backup
Norton from Amazon
Norton 360 with LifeLock Select is up to 5 devices. 100GB PC cloud backup
Norton from Amazon is not the equivalent to Norton direct.
That said…I recall a user wanting to move from Norton direct to Norton Amazon needing help from support to make the move.
How many devices are now installed/activated under your Norton 360 with LifeLock Advantage from Norton direct.
Maybe, you exceed the number of devices with your Norton direct - Norton 360 with LifeLock Advantage subscription vs the number of devices allowed with your Norton Amazon - Norton 360 with LifeLock Select subscription?
That said. I’m not knowing why Norton support could not get you sorted.
Seems like in my mind. Norton support would have been able to add number of days remaining from higher plan to lower plan…but, maybe that only works with Norton direct higher plan to Norton direct lower plan.
Maybe, I’m not understanding your scenario.
Users may remove Norton.
Users may remove Norton license…thru their Norton account.
Are you saying you were not able to contact Support, or they were unable to resolve your issue?
If your old subscription has expired, try entering your new product key at My Norton - Login | Manage, Download or Setup an Account . Hopefully that will look after registering your new key and making any changes required to your 360 installation.
If that does not work, you will have to try Support again as noted by bjm_s comment about Amazon subscriptions.
I have tried to work support on my issue, but I continue to run into issues with Norton with regards to the use of the remote support window. Neither one of us can connect to each other or I am not quick enough to respond in the chat. So, they close the chat. Or when I speak with a tech on the phone, they have issues on their end with hearing me or problems with their connection.
I just want to know if there’s anything I can do to fix this myself?
