I don’t want those products (Example: anti-track, privacy monitor, safe mail, monitoring multiple devices etc) but Norton keeps auto-renewing and charging me, without checking if their auto-renewal notifications have been received by the customer and if customer acknowledged paying for those services. Getting human customer support agent and reaching Norton customer service is a waste of time. After several rounds of going back and forth after I got to talk with human customer service agents, they just cancel auto-renewal part and were not able to cancel product subscriptions which I didn’t want, neither process refunds. This is a extremely bad customer experience. Anyone experienced this? What is the solution? Why pay for services which a customer don’t want? Why customers are not able to modify services ourselves through Norton portal? Why Norton tries to scare customers by alerts for selling new services daily or weekly without taking care of their concerns of their subscribed services?
Hello @udaya_aladangady
When you stop your subscription from automatically renewing:
Your subscription will continue through the end of your already paid subscription term, after which it will end and not automatically renew.
It typically takes a few hours from your request for the change to take effect.
Extra benefits. No extra cost. may end when you stop your subscription from automatically renewing.
Users may cancel subscription renewal anytime and delete their billing profile.
~35+ days before term expiry - users report not able to cancel subscription renewal.
Users that do not want automatic renewal are urged…by users…to Unsubscribe and Delete their payment profile…~65+ days ahead…far enough ahead to avoid being billed.
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- Cancelling your subscription contract or stop it from automatically renewing here
- Cancellation & Refund Request here
- Cancel the Norton plan in-app purchase from Apple App Store, Google Play Store, or Microsoft Store here
- Norton Cancellation and Refund Policy here
- FAQ: Norton subscription and renewal here
- Learn more about your automatically renewing subscription here
- How to request a refund for an annual renewal fee here
- Stop your Norton subscription from automatically renewing here
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I’m experiencing the WORST customer service EVER!. My key, which I bought at Staples (.com) doesn’t work because the wrong keycard is in the box. I started a case in middle of November, and as of today, 2-1/2 months later, still no resolution.
I have the Staples receipt, no fraud here, simple factory mistake. Yet no one at Norton can figure this out. Incredible. I figured it out within an hour, that the keycard (this is the card that contains the product key, which is inside the retail box) is the wrong card for that box. I can show them this. So, I had to buy another product just to keep my pc covered. I should have went with AVG or Kaspersky.
and Staples refused your refund request?
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Opened Software: Unopened, boxed software can be returned within 30 days. Opened or electronically downloaded software is generally not returnable or refundable unless it is defective.
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In-Store: You can return items purchased online or in-store to any Staples store location. Bring your receipt or order invoice and the original form of payment.
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Online/By Mail: For online orders, you can initiate a return through the “Return Orders” section of your account on the Staples website to receive a shipping label or arrange for a pickup.
For more details, you can visit the Staples Help Centre (for Canadian policies; US policies are similar).
Yes, Staples said they already “registered” the box. I believe they registered the product key that was supposed to be in the box. On the outside of the retail box, there’s a card key that gets activated so that when the user (me) goes to activate the product key, it works. Prevents theft. So, Staples did activate has said it’s a Norton issue, which it unfortunately is. Norton boxed the wrong keycard. The keycard number on the keycard doesn’t match the keycard number on the box, the issue. So when trying to activate it gives a message indicating that it’s waiting on Staples to activate it.
Ahh…okay…Staples says it’s Norton issue.
And you’ve reached out to Norton support, again with no joy?
Are you seeing “Invalid Product Key”?
We’ll try to call attention: No promises. No timeline.
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The activation issue is likely because Staples needs to link the physical keycard you possess with the key number printed on the packaging you purchased.
To resolve this, you need to contact Staples directly to request that they manually correct the activation in their system [1].
- Gather your information: Collect the keycard number from the card you received and the keycard number printed on the original box. You will also need your purchase receipt.
- Contact Staples Customer Service: You can contact Staples by phone or online. Explain the situation clearly: “The keycard number on the physical card I purchased does not match the keycard number on the box. As a result, the activation process is failing and indicating that it is ‘waiting on Staples to activate it.’”
- Provide the details: Be prepared to provide both keycard numbers and the purchase details so they can verify the transaction and correct the serial numbers in their activation database.
Once Staples has updated the information on their end, the activation should proceed correctly.
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If Staples is unable to resolve the activation issue, you will need to contact Norton customer support directly. Staples is a retailer, while Norton owns the product and manages the activation servers and software licensing system.
Norton’s support team is equipped to handle:
- License Management: They can look up the product key from the box in their system.
- Activation Issues: They can manually link your purchase to your Norton account.
- Replacement: If the product key provided by Staples is fundamentally flawed or invalid, Norton can issue a working replacement key or a new license.
Steps to Contact Norton Support
- Prepare your documentation: Have the box, the physical keycard, and the purchase receipt handy. You will need to provide both mismatched numbers again.
- Contact Norton Support: Visit the official Norton Support website to find options for live chat or phone support.
- Explain the situation: Clearly explain that you have already contacted the retailer (Staples) and they directed you to Norton for resolution of the key mismatch error during activation.
By escalating the issue to Norton, you are reaching the team that can directly access and modify the software licensing database necessary to make your keycard operational.
If you are having problems with a physical keycard, the primary and most reliable method to get it activated is by contacting Norton Support directly. They have the ability to verify your purchase using alternative information and manage your license details in their system.
Note: AI sourced content may include mistakes
Does Norton check or care if a customer has received and acknowledged receipt it or not? What if a customer did not get this e-mail notification or went in their junk folder and got deleted? This is a flaw in Norton’s automatic subscription renewal policy and process which needs to be fixed to prevent customer dissatisfaction