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Unable to add ANY child to norton family web app

Please can anyone help?

I purchased Norton Family about 2 days ago. I can't add any child(ren). Keeps telling me "Details provided is invalid - please correct them!". All details are definitely entered and when i try to save, I get that message. I've had 2 support agents trying to fix the issue via live chat today. Unable to sort it out for me.

PC: Lenovo G500, i5, Windows 8.1, using Moxilla Firefox

Mobile device: Huawei P7, Android 4.4.2

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Re: Unable to add ANY child to norton family web app

Same problem with my account too...

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Re: Unable to add ANY child to norton family web app

The engineering team is aware of this issue and has found the solution to the problem. We are working on a solution to get this into production ASAP, however it may take more than 24 hrs to be completed.

update: The problem has been identified as a family with multiple parents assigned to the account. As a short term workaround you can remove the invited parents and add the children. And then re-invite the parents.

Matt

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Re: Unable to add ANY child to norton family web app

This fixes the add a child error but the website still will not allow us to view the location, viewing history, text messages. Hard to have a product that we pay for that monitors the kids, but we are unable to monitor them. Is there an eta for that basic functionality fix anytime soon?

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Re: Unable to add ANY child to norton family web app

Hi Jonah,

Thanks for the update.  Please try again when we release a new update, which should be available very soon. When it's available, please check if you still get the "unable to retrieve activities" error.

Thanks

Katie

Thanks Katie
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Re: Unable to add ANY child to norton family web app

Since yesterday I've had 4 technicians dial into my pc, reinstalling, attempting to add kids, etc. with no luck. And guess what now. Since they've made several attempts to add kids, the web app is now saying "Maximum number of children added". What the ....?!?!?! There's no kids added!!!

If this isnt fixed soon, as in the next day or two, i'm going to demand a refund! Consumer Protection Act clearly states that I will get a full refund if i'm not satisfied with my purchase within 7 days. Thereafter, i'm going to have to give some very nasty reviews about your software on every available review forum i can find.

Deeply disappointed.

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Re: Unable to add ANY child to norton family web app

The issue with adding child has been corrected in Production.

Hi Grant200is, 

Please try to add the children to your account again.   You should be able to add them successfully.

Thanks

Katie

Thanks Katie

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