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Kudos0

Renewing subscription with a product key.

Hi all,

I have been with Norton for one year and purchased my initial subscription from an online vendor on ebay. I entered the product key etc. and all has been well. However, now my year is up I purchased another product key, for the same item, from the same vendor as it is cheaper than the 'auto renewal' but when I enter the key on the help section of the product it says that I must visit norton.com/renew and enter my billing information, i.e. a credit card. 

Why are they asking for a credit card as I have already purchased the key and simply want to 'activate' it against my existing product. I didn't enter a credit card originally so why should I now? 

Anyone else having this problem? Suggestions/comments appreciated.

Replies

Kudos1 Stats

Re: Renewing subscription with a product key.

Just log into the portal, and go to chat.

They will be able to add your new license onto your current one... without needing a credit card or anything crazy..

Kudos1 Stats

Re: Renewing subscription with a product key.

Hello Aquity. What Norton product are you attempting to renew? This article may assist you. You shouldn't be prompted for a credit card during any of these processes.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.239 / N360 Deluxe 22.17.3.50 / Norton Core v.282 on Android 2.00
Kudos0

Re: Renewing subscription with a product key.

Hi there SoulAsylum,

Thank you for taking the time to reply.

I am attempting to renew Norton Security Deluxe for five devices. I have already done all of the things suggested in the link you mention but when I enter my product key and press next it states, in red letters 'To start your subscription enter your billing information and product key at norton.com/enrol (-2027). If I press the 'next' button again it merely refreshes the same message and does nothing. If I follow the link it takes me to 'Annual Subscription & Automatic Renewal Payment Authorization Terms' and then, after pressing 'Agree & continue' it takes me to 'Billing' where it states 

Payment Method*

We’ll store your payment details now, but you won’t be charged until your next renewal period. At that time, we will send you a notification email.

It won't progress to the next page, 'Enter product key' without giving a credit card.

As I have already paid for the key and do not wish to 'enrol' for automatic renewal I do not see the necessity to provide card details even if, as they state, I will not be charged.

This is different to last year, when I purchased my original key, as I simply downloaded the product and then entered the key and it worked, no credit card details required. It would seem that Norton would like everyone to enrol for automatic renewal which, for some unknown reason, is vastly more expensive than buying it from a re-seller but to force people to enter credit details when you have already paid for the product is, quite frankly, outrageous. 

Kudos1 Stats

Re: Renewing subscription with a product key.

Please give support a chat session, see if they can fix the issue. I've never had a credit card on file and use new keys to renew all my subscriptions without issues.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.239 / N360 Deluxe 22.17.3.50 / Norton Core v.282 on Android 2.00
Kudos1 Stats

Re: Renewing subscription with a product key.

There is another thread discussing this 'need' for credit card info and setting up Automatic Renewals when activating your product.. 

https://community.norton.com/en/forums/credit-card-number-required-install-norton-security

This may be another case of the marketing department trying to take over Norton/Symantec. 

Please let us know what transpires if you contact Norton Support as suggested by SoulAsylum

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Renewing subscription with a product key.

I am unable to subscribe for norton.

Kudos0

Re: Renewing subscription with a product key.

officially4h. Since you are NOT a new customer with Norton products one question comes to mind. You said you are not able to subscribe. Just so we are clear, you're saying that you have NOT ever had a Norton account with your current subscription? As before your best solution will be to allow customer support to correct your issue. Since you didn't purchase your product key/software directly from Norton there should NOT be a credit card requirement to activate. Support can fix the issue.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.239 / N360 Deluxe 22.17.3.50 / Norton Core v.282 on Android 2.00
Kudos0

Re: Renewing subscription with a product key.

Hi aquily:

Can you post a screenshot of the window you see after you go to Help | Account Information | Enter a Product Key, enter the 25-digit product key and click "Next"?  I renewed my subscription a few months ago using a product key I purchased on sale at Staples Canada and seem to recall there was link on that next window that users must now click if they want to renew with a pre-paid product key (i.e., without giving their credit card number to Norton).  I remember there was something a bit different about the renewal process this year but I can't recall the exact wording of that link.
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32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * Norton Security Deluxe v22.15.2.22

Kudos0

Re: Renewing subscription with a product key.

Hi Norton Fighter,

Thanks for your reply.

Here is what I get after I enter my product key and press 'Next'. (file attached)

I have recently had a conversation with Norton via their Twitter account. They have advised me as follows:-

 We suggest you to remove your current Norton subscription from your computer using the instructions here - https://support.norton.com/sp/en/us/home/current/solutions/v60392881_EndUserProfile_en_us … and then you can download the latest version of Norton Security using the direct download link - http://www.norton.com/latestns  in order to activate the new product key. 

When I queried why this was happening they advised:-

We really sorry for the inconvenience caused. We have updated a new Norton installation flow where you need to update your billing details in order to register your new product key. This is just to conveniently maintain a current subscription by automatically billing and renewing the subscription for their Norton product.  Also, please follow the above instructions only on your first computer so that your new product key gets registered to your Norton account. On all the other computers, you can follow the instructions here - https://support.norton.com/sp/en/us/home/current/solutions/v71537110_EndUserProfile_en_us … in order to activate your new product key on the existing Norton product on your computers.

I have not yet followed the instructions as I have until the end of the month before my subscription expires. Hopefully all will be well but I am dismayed that I need to spend so much time on this when it should be a simple task to merely enter a pre-paid key.

File Attachment: 
Kudos0

Re: Renewing subscription with a product key.

Given that this seems to be Norton's new process for entering a new product key, I have a suggestion for a possible work around.

This is something I have done in the past. Contact Norton Support and ask them to add the days from the new product key to your existing subscription. This bypasses the automated system used when you try to enter the new key yourself. And you do not have to wait until a few days to expiry of the old subscription, and you do not lose any days from the old subscription.

Let us know if this works.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Renewing subscription with a product key.

Aquity:

... We have updated a new Norton installation flow where you need to update your billing details in order to register your new product key. This is just to conveniently maintain a current subscription by automatically billing and renewing the subscription for their Norton product....

Hi Aquity:

I agree with peterweb's suggestion <here> to contact Norton Customer Support via Live Chat at https://www.norton.com/chat and ask them to add 365 days to your current subscription.  They'll ask for your new product key but you shouldn't be required to give them your credit card information.

It's possible they changed the renewal process in the past month or so, but I don't see how Norton can force users who have pre-purchased a product key from a retailer like Staples or Best Buy to give Norton their credit card number and opt into auto-renewal - and shame on them if that's a new renewal process they're going to enforce going forward.

You didn't show the bottom half of your renewal screen in your attached image.  If I recall there was a small link at the bottom of one of those renewal screens before I entered my product key at Help | General Information | Enter Product Key that said something like "I already purchased a product key" and allowed me to complete my renewal without providing my credit card information.  However, I use an older (legacy) version of Norton for Win XP and Vista users so I'm not sure the renewal process in my Norton product is identical to yours.

Just FYI, I had a Live Chat session with Norton Customer Support in late December 2018 about an unrelated problem that had nothing to do with my subscription.  They noticed my subscription was expiring in January 2019 and told me (more than once) that "I can help you to purchase Norton Security Deluxe and also add remaining 13 days in your new subscription and then I will help you with the activation." I refused to give them my credit card number and told them I had already purchased a retail box of NS Deluxe at Staples Canada and would enter the 25-digit product key in the user interface the day before my subscription expired.  They replied:

"...For this you need to register the product key in your account using https://norton.com/setup. You may also provide the product key to me so that I can register the product key in your account and help you with the activation..."

I told them "no thanks", but if you don't want to contact Norton Customer Support via Live Chat you could try entering your product key at https://norton.com/setup the day before your current subscription expires.  Unlike the https://norton.com/enroll link you were given via Twitter, it looks like https://norton.com/setup will skip over the initial steps of enrolling in auto-renewal and entering credit card information and jump straight to entry of the product key. However, I don't know if Norton Customer Support was correct when they told me that this renewal method works for users who already have an active Norton product installed on their computer.

You could also try to enter your product key directly in your Norton Account.  If you start at the Device Security page by logging in at https://my.norton.com/devices/home/List and double-click an active device to view the device details there's a link to Enter A Different Key.  I assume this would immediately start a new 365-day subscription, so you would still have to contact Norton Customer Support via a Live Chat and ask then to add your remaining days to the new subscription.

I'm not certain, though, if any of these suggestions still allow you to enter a new product key without giving Norton your credit card information now that Norton recently updated their "Norton installation flow".  Your best bet is likely peterweb's suggestion to contact Norton Customer Support via Live Chat and ask them to add 365 days to your current subscription.

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32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * Norton Security Deluxe v22.15.2.22

Kudos0

Re: Renewing subscription with a product key.

Hi Norton Fighter,

Many thanks for your in depth reply. 

I have already tried to enter the key directly in my account by following what you suggest but it merely brings up the same 'box' where, when I enter the key and press 'Next', it shows as the image I sent you. Also, the box where you enter the key only has a 'Buy Subscription' link and a 'Next' button at the bottom before entering the key. After you enter the key and press 'Next' the 'Buy Subscription' link disappears with only the 'Next' button remaining.

The person on the twitter help (Norton) when I asked whether I would lose my remaining days if I uninstalled and reinstalled Norton said I would indeed lose the days by using this method but that they could add them manually after I had done it should I so wish. I said that I would wait until they had expired, which will be Wednesday, in order to avoid any further unnecessary complications.

This has become a very complicated and time consuming process when, in essence, what I am trying to achieve is very simple and should be do-able within a few minutes. This will make me re-consider what I shall do next year as to whether I stick with Norton.

Kudos0

Re: Renewing subscription with a product key.

Hello

I just looked at the Help on the latest version 22.17.1.50. On the bottom, it says Enter Product Key. I clicked on that. There was a line there for you to enter your product key. Here is the latest screenshot of  the Subscription page.

There is nothing asking for billing information unless it's on the Next screen. I didn't have a new key to test this since I'm good until Sept. But it doesn't look like the O/P's screenshot. If you want to Buy a Subscription, then I could see entering the Billing information.

Have a Good Night and

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.17.3.50 Core Firmware 282 I E 11 Chrome latest version.
Kudos3 Stats

Re: Renewing subscription with a product key.

I had a similar issue on the 14th April when renewing my subscription. I purchased the package from Argos here in UK security deluxe cost if I can say came to £19.99  I accessed from help centre within norton at first it launched my browser and directed me to billing I closed my browser and tried again I clicked on renew subscription and clicked that I had a product key and it accepted the key renewal was instant. 

Kudos0

Re: Renewing subscription with a product key.

Hi Floplot,

Yes, the screenshot you show BEFORE you enter the key is what I see but AFTER entering the key I see as shown in the attachment where it refers me, in red letters, to norton.com/enrol.

Kudos0

Re: Renewing subscription with a product key.

I have spent most of the day, on and off with long waits between replies, 'chatting' to Norton regarding this matter.

I have been going around in circles having followed the original advice to uninstall and reinstall the product only to end up back where I started.

I re-opened my original 'chat' but still had to provide the product key and explain that someone else had paid for it for me on EBay and that I did not have a credit card to enter at the billing details section. They, first of all wanted a copy of the bill/invoice for the key. When I provided the email which I received with the key from the vendor I was told that it was 'not acceptable' as it 'only showed instructions about the product'. Well no, it also showed the key and said PAID in large letters. I then sent them a paypal receipt, which my friend provided, and they took over an hour to 'deliberate' over this before saying..

Thanks for your patience! I do apologize unfortunately, we can't simply transfer the license over to another product key so it has to be verified and registered under some Norton account. I request you to enroll the information and not to worry I will make sure to delete all your billing details once successfully registered so can you please set up temporary card details on your Norton account and register your key? -Praveen

So, despite me stating that I do not have a credit card and do not want auto renew and that I had already paid the vendor for the product it seems they are intransigent in their demand for 'billing details' before I can enter my key.

Why enter credit card details only to immediately delete them? What purpose does this serve other than to gather information!

To say I am disappointed is a vast understatement.

Kudos0

Re: Renewing subscription with a product key.

Aquity:
...AFTER entering the key I see as shown in the attachment where it refers me, in red letters, to norton.com/enrol....

Hi Aquity:

Did you try ColeWilliams' workaround <here>?

I then sent them a paypal receipt, which my friend provided, and they took over an hour to 'deliberate' over this before saying..

"Thanks for your patience! I do apologize unfortunately, we can't simply transfer the license over to another product key so it has to be verified and registered under some Norton account....

Maybe we're missing part of the story.  If a friend purchased the product key, did they already create a Norton account under their own e-mail address and/or renew their Norton subscription on their own machine with that product key?  If your friend already registered the product key under their Norton account then simply telling you the 25-digit product key so you can type it in into your interface at Help | General Information | Enter Product Key might not work for you since you aren't considered the legal owner of the license.

See the support article Activate Pre-paid Norton Subscription Purchased From Retail Store, which states in part:

"To install your Norton product purchased from a retail store or a third-party affiliated website, you must create a Norton account or add the purchased product to the existing account.

Unfortunately, Step # 4 of that support article regarding your billing address and credit card details states "The subscription that you bought requires this information before you can activate. Once activated, you can log into your Norton account and cancel the automatic renewal."  (which I think is ridiculous if you've already paid a third-party retailer and don't want to set up auto-renewal ).  However, Step # 7 states that "To install on Another Device, click Send a Download Link".  If your friend already registered the product key under their own Norton account and is allowing you to use one of their spare installation seats then ask them to follow the instructions in the support article Download Norton on Your Device and send you a download link via e-mail so that you can download a pre-activated copy of Norton on your machine.  That would use up one of the available activation seats on their license.
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32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * Norton Security Deluxe v22.15.2.22

Kudos0

Re: Renewing subscription with a product key.

Hi again Imacri,

My friend bought this on my behalf for my exclusive use as I paid him cash. He does not use Norton.

I already have a Norton account and simply wanted to extend my subscription when it expires by 'activating the key'.

I have tried all the workarounds suggested all to no avail.

When I asked if there was anyone else to whom I could speak I was told that I could contact their chat on the help page ( I was chatting on their Twitter account) but that the activation process would remain the same. In other words if you do not want to comply with our request for 'billing details' then tough.

I am, quite frankly, incensed that they should demand such information when the product is already paid for and you have no intention of using 'auto renewal'. It is nothing more than data mining.

I wouldn't mind if the auto renewal price was equivalent to the price you can purchase a key from a third party for but it is not. I mean who, in their right mind, is going to buy direct from Norton for £69.99 if they can buy a key for the same product for £19.99?

Thanks for your input.

Kudos0

Re: Renewing subscription with a product key.

Aquity:

...I already have a Norton account and simply wanted to extend my subscription when it expires by 'activating the key'...

Could one of the Gurus following this thread please ask one of their contacts at Norton to reply in this thread and let us know what the official policy is regarding activation of pre-paid product keys?

I would like to know if this was an isolated case caused by a misunderstanding (perhaps due to a language barrier with a customer support rep) or if Norton has actually told the contractors handling their customer support that they should start refusing to add 365 days to current subscriptions when users purchase their product key from a third-party retailer until the user gives Norton their credit card information.  I can't see any logical reason (aside from corporate greed) why Norton would force users who purchase their product key from an approved third party retailer to give Norton a credit card number and enroll in auto-renewal - even if auto-renewal can be disabled at a later date.

I completely agree with the OP Aquity - renewing with a legally purchased product key shouldn't be this difficult.
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32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * Norton Security Deluxe v22.15.2.22

Kudos0

Re: Renewing subscription with a product key.

FWIW ~ IMO

All Norton is subject to the same EULA 
new key / renew key / direct sale / third party sale 

https://www.symantec.com/content/dam/symantec/docs/eulas/licensing-agreement/norton-security-and-norton-security-with-backup-22.8-eula-en.pdf

Just me.  Just saying. 

Kudos0

Re: Renewing subscription with a product key.

Aquity

As you get to the last day or so of your current subscription, try the suggestion lmacri made above.

you could try entering your product key at https://norton.com/setup the day before your current subscription expires.  Unlike the https://norton.com/enroll link you were given via Twitter, it looks like https://norton.com/setup will skip over the initial steps of enrolling in auto-renewal and entering credit card information and jump straight to entry of the product key. 

Less than a month ago, I used this process to activate a new product and I was not asked for  any billing information. When I get to norton.com/setup, after signing into my Norton Account, I had the following page displayed. 


After clicking on Enter a New Product Key, I just entered the key. Then I was offered to download to my device. No request for payment info.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Renewing subscription with a product key.

Hi,

Argos is selling this product and have a 'Ask a question' facility so I asked 'Is a credit/debit card required to activate this product or can I just enter the product key?

The answer came back as:-

A card number is typically requested for auto renew, If you don't want to renew automatically, log in to your Norton account and set the auto-renewal feature to off. 

Thank you for using Argos Q&A

Having tried every which way to enter the product key without entering such details I have had to concede. Luckily I have someone to help me out but if I had not I would have paid for the key and not been able to use it. The ridiculous thing is that now, when I log into my Norton account I see two subscriptions, the one which has just expired and a new one with the new key which shows that 'Auto-renewal' is turned on. I also received, today, an email from Norton stating that my subscription has now expired and that I could renew it with them for £29.99 instead of £69.99. What a bargain! Perhaps if they charged the same price as a third party vendor they could cut out such third parties.

I tried to turn off the auto renewal but, when I click on the slider button, all I get is a dimmed screen and a revolving circle in the middle. The start of another saga no doubt. Sigh!

Kudos0

Re: Renewing subscription with a product key.

The ridiculous thing is that now, when I log into my Norton account I see two subscriptions, the one which has just expired and a new one with the new key which shows that 'Auto-renewal' is turned on.

You are always going to see a list of Norton products that you have registered in your Norton Account. I have entries for expired listings going back 13 years. 

 I also received, today, an email from Norton stating that my subscription has now expired and that I could renew it with them for £29.99 instead of £69.99.

Just a heads up. You will probably see these expired subscription emails for up to 30 days. Just ignore/delete them.

I tried to turn off the auto renewal but, when I click on the slider button, all I get is a dimmed screen and a revolving circle in the middle. The start of another saga no doubt. Sigh!

Try removing your billing information from your Norton Account. By default that would make any auto renewal impossible.

Things happen. Export/Backup your Norton Password Manager data.

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