Overview

Norton Automatic Renewal Service is a fast and convenient way to stay protected from emerging Internet threats by renewing subscriptions for Norton products before they expire. This service provides continued updates and protection year after year for participating customers. Norton Automatic Renewal Service is available to all customers who purchase online subscription renewals and downloadable versions of eligible Norton products. Once enrolled in the service, customers will be alerted via email before their annual subscription is up for renewal. The subscription price and applicable tax will then be automatically billed to the account.

Customers may cancel Norton Automatic Renewal Service enrollment at any time by:

• Following instructions at the end of their online shopping experience
• Following instructions in their order confirmation email
• Signing in to Norton Account and opting-out Customers not enrolled in Norton Automatic Renewal Service, will receive a prompt from their Norton Product to manually renew their subscription to receive protection updates.

Key benefits

A fast, easy way to stay protected

• Save time and effort
• Receive continuous protection, year after year
• Get the newest product features for eligible products as they become available
• Opt-out at any time

External Q & A

Q1. What is Norton Automatic Renewal Service?
Norton Automatic Renewal Service is a fast and convenient way to stay protected from emerging Internet threats by automatically renewing subscriptions for eligible Norton products before they expire.

Q2. Why is Symantec deploying the Norton Automatic Renewal Service program?
As our customers continue to rely on us to keep them protected from the rapid evolution of Internet threats, Norton Automatic Renewal Service helps ensure that customers have the most up to date protection year after year.

Q3. What products are eligible for Norton Automatic Renewal Service?
Norton Automatic Renewal Service is offered with Norton products that include a subscription, and for versions 2006 or newer:

• Norton AntiVirus 2006 or newer
• Norton Internet Security 2006 or newer
• Norton Personal Firewall 2006
• Norton SystemWorks 2006 or newer
• Norton SystemWorks 2006 Premier Edition or newer
• Norton Confidential
• Norton 360

Q4. Are all Symantec customers eligible for Automatic Renewal?
Automatic Renewal is currently offered with the purchase of subscription renewals and downloadable versions of eligible Norton products, when the purchase is made with most major credit cards including Visa, MasterCard, Discover and American Express.

Q5. How do I enroll for Automatic Renewal?
Automatic Renewal is currently offered with the purchase of subscription renewals and downloadable versions of eligible Norton products, when the purchase is made with most major credit cards including Visa, MasterCard, Discover and American Express.

Q6. How do I know if I am enrolled in Automatic Renewal?
Customers can verify Automatic Renewal enrollment by signing in to their Norton Account at www.myNortonAccount.com.  Additionally, prior to processing Automatic Renewal fees, Symantec will send customers an email reminder. 

Q7. When will the automatic renewal occur?
Symantec will send you an email notification 15 days before processing the automatic renewal. The email will also inform you when the billing will occur, which is typically scheduled at 7 - 15 days before your subscription expires.

Q8. Since Automatic Renewal is processed before my subscription expires, will I lose any subscription time?
No – a full 12 months of subscription time is credited to your product once a successful automatic renewal is confirmed.
For example: if you have 20 days of subscription time remaining on the day automatic renewal is scheduled, you will receive a total of 12 months plus 20 days.

Q9. I received an email informing me that Symantec is unable to automatically renew my subscription due to invalid payment information. What do I do?
Please sign in to your Norton Account at www.myNortonAccount.com and review your payment information and verify that it is correct. Check that your credit card number and the expiration date is correct. Verify that your name and billing address is correctly entered.

What if I do nothing? If you do not remedy the payment situation, Symantec will not be able to complete your automatic renewal and your subscription will expire unless you complete a manual renewal.

Q10. How do I update or use a different credit card?
You may change your billing information by signing to your Norton Account at www.myNortonAccount.com

Q11. How soon will I see the charges on my credit card statement?
Your automatic renewal charge should appear on your credit card statement within 24 hours of a successful automatic renewal.

Q12. What does this transaction look like on my credit card statement?
The transaction description is: NORTON.COM/CS   877-288-7732

Q13. How do I know if my subscription is automatically renewed?
Once automatic renewal is successful, you will receive an email confirmation that provides the order details; and your subscription is also extended by 12 months.
You may verify this by signing in to your Norton Account at www.myNortonAccount.com or by viewing the subscription status in your Norton product.

Q14. How do I check my subscription status?
To check your subscription status, follow the instructions below:

Norton 2006 Products
1. Open your Norton 2006 product
2. Select Help & Support
3. Select Subscription
4. Click I have already purchased a subscription, check my subscription status.
5. Follow the rest of the instructions on the product screen

Norton 2007 Products and newer
1. Open your Norton product

2. Click on the Norton product tab (e.g. Norton Internet Security tab)

3. Click Support

4. Click Subscription

5. Click I have already purchased a subscription, check my subscription status.

6. Follow the rest of the instructions on the product screen


Q15. I received the Automatic Renewal confirmation email; do I need to keep it for any reason?
No. Your order details, products and subscription services can be viewed and managed from your Norton Account.

Q16. What if I manually renew my subscription before automatic renewal occurs?
If Symantec detects that you manually renewed your subscription prior to your scheduled automatic renewal, Symantec will not need to automatically renew your subscription for this term and you will not be billed again for this renewal. You will also receive an email informing you of the same.

Q17. What if I’m charged an incorrect amount, how do I resolve it?
Please contact Customer Service. A representative for your respective country/region will be able to assist you.

Q18. How do I cancel my enrollment?
You may cancel your Automatic Renewal enrollment by signing in to your Norton Account www.myNortonAccount.com.  Do this 15 days before your subscription expiration date (or before the specified billing date in the Automatic Renewal email notification) to avoid an automatic charge.

If you cancel your Automatic Renewal enrollment, then your Norton Product will prompt you to manually renew your subscription to receive protection updates.

You may cancel the automatic renewal feature of Norton Ongoing Protection at any time by completing a Norton Ongoing Protection Cancellation form for each subscription. You will need to provide the order number and product key included in this Order Confirmation email. You will receive a response confirming that your request was received. However, cancelling the automatic renewal feature will leave you at risk of becoming unprotected from the latest security threats.

Q19. Will my subscription really expire or is there a ‘grace’ period?
If you cancel your Automatic Renewal enrollment, your subscription will expire unless you manually renew your subscription.
You will be reminded by your product to manually renew your subscription. The reminder starts 30 days prior to subscription expiration.
There is no expiration grace period.

Q20. What if I do not cancel my enrollment in time?
If you cancel your enrollment after the specified billing date in the Automatic Renewal email notification, then the automatic billing would have already occurred and your subscription is renewed and your cancellation would apply for the next subscription period.

However, if you would like to cancel and request a refund for the recently automatic renewed subscription, you may do so within 60 days of the automatic charge by contacting Customer Support at http://service.symantec.com/hho/us/.

Once a refund is processed, your subscription time will be adjusted accordingly. This will typically leave you with an expired subscription and your PC unprotected.

Q21. How do I get a refund for automatic renewal?
Within 60 days of the automatic billing, customers may request a refund by contacting Customer Support.
Once a refund is processed, your subscription time will be adjusted accordingly. This will typically leave you with an expired subscription and your PC unprotected.


Q22. Will Symantec use my email address for marketing?
As a world leader in Internet security technology, Symantec understands your desire to protect personal information. Symantec will only send you additional information using your email address with your permission.

If you wish to opt-out of such communication, you may do so by signing in to your Norton Accoun t at www.myNortonAccount.com or fill out the online form at https://www-secure.symantec.com/custserv/cgi-bin/cs_privacy_dyn.cgi

Q23. Will my email address be sold to companies for email marketing?
As a world leader in Internet security technology, Symantec understands the need to protect personal information. Symantec does not sell personal information.

Q24. I forgot my Norton Account password. What can I do?
1. Go to www.myNortonAccount.com and click on Forgot your password
2. Enter your email address (this is your account user ID) and click Continue.
3. If you have created a Norton Account using that email address, you will receive an email with a temporary password.
4. Use that temporary password to sign in to your Norton Account
5. You will be asked to reset/change your password after you have signed in.

Q25. Which Symantec competitors also have an automatic renewal program?
Automatic renewal is a standard business practice for many corporations across many different industries, including McAfee and Microsoft.

Q26. Can I “opt-out” of the program at my time of purchase?
Customers in North America are enrolled in Automatic Renewal during online purchase. We recognize that not everyone will want to participate in Automatic Renewal and we've created a simple way to cancel enrollment.
Customers may cancel Automatic Renewal enrollment at any time by:
- Following instructions at the end of their online shopping experience
- Following instructions in their  order confirmation email
- Signing in to Norton Account and opting-out