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Kudos0

Other people have accessed my Norton account

I had 5 licenses on my Norton Security account, and only used 3 of them. Of the 3, two of them kept on expiring and when I tried to activate the licenses again, I received a message that there were no more licenses remaining. On further investigation, I noticed all 4 of them were used by strangers. Somehow they were able to access my Norton account and steal the licenses.

There does not seem to be anything else that has been compromised on my PC's. I contacted Norton Support and they told me to change my password and delete the unknown PC's. I was told that they would investigate the problem after I assured them that I am VERY careful about the security on my PC's and never share my passwords with anyone.

I subsequently researched the problem on Google and learnt that Norton's network was hacked in 2006 and had their source code STOLEN. My guess is that my issue could be one of many more to come that are the result of the stolen code.

Replies

Kudos2 Stats

Re: Other people have accessed my Norton account

The source code that was stolen ten years ago was for products that were old and discontinued even then - so not likely related to anything current.  I would certainly suggest using two step verification to further secure your account.  That way, if someone is getting your password somehow, they will still be unable to access your account.

Two Step Verification for Norton account

Kudos0

Re: Other people have accessed my Norton account

I noticed that someone is using my license again even after Norton Support helped removed the previous unknown PC's and I changed my password. I called Norton Support and they told me to remove the unknown PC and change my password again. There does not seem to be any other fix which makes me think that Norton is not a safe anti virus software. I have been a customer for almost 20 years and don't feel I can trust the product anymore. Norton refuses to give a refund either which is unfortunate..

Kudos3 Stats

Re: Other people have accessed my Norton account

Hi Elizabeth Herd:

I've had the same issue - see my post in SHayenga's thread Other People on my Norton.

Here are two additional threads from users with the same problem:
     msgray: unknown desks appear on my account
     DocFruitloop: Someone leeching my license seats

Once someone has illegally obtained your product key there's nothing you can do to prevent them from using it as long as there is a free activation seat on your license.  All they have to do is install the product on their computer using an offline installer, click Help | Enter product key, and enter the stolen product key.  The legal owner of the license is never sent a notification e-mail asking them to approve the activation of the new seat so changing the password on your Norton Account isn't going to help (although SendOfJive's suggestion to add two-step verification is still a good idea).

The best thing you can do is to contact Norton Customer Support at www.norton.com/chat again and ask them to void your old product key and issue you a new key once you've changed your login password.  If Norton won't issue a new product key the only thing you can do is to log into your account at https://manage.norton.com/ every few days and keep deleting all the unknown devices from your Services tab as shown <here> until whoever has stolen your product key eventually gives up and goes away.  That's what I had to do when Norton wouldn't provide me with a new product key.
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Kudos0

Re: Other people have accessed my Norton account

I am glad to see there are many others with the same issues that I have with Norton. Norton keeps on implying that it is a user issue which is offensive as I am extremely careful with my information. Their unwillingness to solve this problem will only result in more customer losses. I hope these threads are well communicated so that others are not duped as well.

Kudos0

Re: Other people have accessed my Norton account

Where did you purchase your Norton product?

Kudos0

Re: Other people have accessed my Norton account

I have used Nortons since around 1997-8. My most recent memory of an online purchase is around 2007-8 and have since renewed it every year online. The last renewal was for 5 licenses which was May 2016

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