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Can't access childs account

When I try to access the family account from Norton Family on the computer it gives me the following error message "this device is part of a different norton family account".  When I log on to Norton online and look at the family section it shows my child but says there are no devices associated.  Please advise.

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Re: Can't access childs account

Hello Jesjammin,

Welcome to Norton Community!

As we need to further investigate on this issue, we have sent you a private message asking for your convenient time for a remote web session.

Can you please reply to the private message with your convenient time details.

Thanks,

Elavaarrkuzhalee M

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