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Learn what to do if you do not find Norton subscription in your account

If you do not see your Norton product when signed into your account, you may be signed into the wrong account, and your purchase may be associated with another account.

If you do not find the subscription in your account, check if you have created an account with an old email address. If you do not have access to your old email, contact Member Services and Support for assistance.

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Depending on the scenario, choose one of the following:

For China, Japan, and Korea: If your Norton product is not registered to your account, find the product key from your purchase confirmation e-mail.

I purchased my Norton subscription from the Norton Online Store

If you have purchased your product from Norton Online Store, you need to sign in to your account using the email address that you used to purchase the product.

If you are not sure about the email address that you used during purchase, we can help you find the right one from your email addresses.

  1. Sign in to your account.

  2. On the Sign in tab, click Forgot Password?.

  3. Enter the email address that you think you used when you purchased or registered your product.

  4. Check that email account for an email from Norton.

    You should receive an email with a password recovery link or an email that lets you know that there is no account associated with this email.

    • If the email does not have an account associated with it, go to step 1 and try with another email address. Repeat these steps until you find the account with your purchase.

    • If you receive a password recovery email, follow the steps to get into your account. Then click Manage My Subscriptions, and locate your product.

      If your Norton subscription is not listed, it may be associated with a different Norton account. Repeat these steps with another email address until you find the account with your purchase.

I have a product key and want to add a Norton subscription to my account

If you have a product key, you can add a Norton subscription to your account using that key. Once you add the product, you can download and install it onto your current device or onto a different device.

  1. Sign in to your account.

  2. If you are not signed in to your account already, you are prompted to sign in. Type in your email address and password for your account, and click Sign In.

  3. In the Get Started window, click Enter a New Product Key.

    Type the product key and click >.

    If you see the message "To start your subscription, enter your billing information and product key at norton.com/enroll", read Download your Norton product purchased from a retail store.

    Your product key is a combination of alphabetic and numeric characters. It does not include any special characters.

  4. Click Agree & Download.

    You are prompted to download your product.

    Your product is now added to your account. You can sign in to your account to manage services or download your Norton product on a different device.

I want to add the Norton product that came pre-installed on my device to my account

  1. Open your Norton device security product.

  2. Click Help, and then click Account.

  3. Follow the instructions to login to your existing account.

    After you login to your account, your product is added to your account and you can manage your services or download onto a different device.

I obtained a Norton product from a service provider

If you obtained your Norton product from a service provider, read View the Norton products you received from a service provider in your Norton account .

I need to cancel my Norton Secure VPN free trial subscription

Uninstalling Norton Secure VPN app does not automatically stop your subscription.

You cannot cancel Norton Secure VPN trial from your account. You need to cancel your subscription from the Play Store or App Store subscription settings.

To know more about how to cancel or change your subscriptions, refer to the following support articles.

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DOCID: v67735330
Operating System: windows, mac, android, ios
Last modified: 11/06/2021