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Kudos0

My trial online backup is blocking my 25Gb upgrade

My online backup is failing with the error message Backup failed (out of storage space because the 5Gb trial limit is too small. I had already bought the 25Gb upgrade but can't figure out how to make it take precedence over the trial limit. Would appreciate any help for a humble noob

Replies

Kudos0

Re: My trial online backup is blocking my 25Gb upgrade

Hello Jerryspaul

As long as you used the same account it should add the additional space onto your account. If you bought it from the Norton store you would have received a product key that'd require activation. You can do that by logging into Norton Online Backup and click on your email address in the upper right.

The next screen you'll see Activate Norton Online Backup. It'll ask for the product key you received which was also visible on that prior screen. 

Once done it will activate the space and you should be good to go.

Kudos0

Re: My trial online backup is blocking my 25Gb upgrade

No good.

I've attached screenshots of the Online Backup - I tried uninstalling and reinstalling, but no good.

Hope these help.

J

Kudos0

Re: My trial online backup is blocking my 25Gb upgrade

Hi Jerry

Thank you for the screenshot. For your protection I've requested the moderators remove the screenshot since it contains details that shouldn't be readily available to the general public. It's best if such details need to be shared to send them via private message in the future.

As for the actual issue it looks like the order didn't correctly process. That's why it isn't attaching. Please reach out to chat support via this link. Advise them that your recent purchase did not correctly allocate the space. You'll need them to issue a refund for the existing order and then create a new one. That should resolve the matter. I can do part of it but the new order requires credit card details. 

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