Norton Account Help

About your Norton Account

Norton Account offers you many benefits including:

  • Simple management of all your Norton subscriptions in one place
  • Easy access to the latest product updates
  • Convenient reinstall of your Norton products by using your Product Keys stored in your account
  • And special offers for Norton customers only

You can access the Norton Account Web site using a browser from any computer. To access Norton Account, you must connect your computer to the Internet, and go to the following Web address:

https://account.norton.com

Norton Account includes the following features:

Products View all of your registered Norton products and services.
Order History View details of your online orders, including order status, payment status, amount paid, and the Norton products and services purchased.
Profile Keep your personal and billing information up-to-date by editing your Profile.
Change Password Maintain your Norton Account security by periodically changing your password.
Special Offers Take advantage of promotions, discounts, and special offers that are provided to Norton Account holders.

Creating your Norton Account

Creating a Norton Account takes only a few moments.

You can create a Norton Account using a browser from any computer around the world. To create an account, make sure that your computer is connected to the Internet.

Note: The email address you use will be your Norton Account user name.

To create a Norton Account

  1. Open your browser and go to the following Web address:
    https://account.norton.com
  2. On the first page, click Sign up now.
  3. Type the required information in the fields that are provided.
  4. Click Sign up.

Signing in to your Norton Account

You can access the Norton Account using a browser from any computer around the world. To access Norton Account, make sure that your computer is connected to the Internet.

To sign in to your Norton Account

  1. Open your browser and go to the following Web address:
    https://account.norton.com
  2. In the first page, click Sign In.
  3. In the Email Address field, type the email address that you use for your Norton Account.
  4. In the Password field, type your password that you use for your Norton Account. For your security, the password does not appear.
  5. Click Sign In.

Registering your product and saving your Product Key

If you didn't register your product during installation, you will be prompted to register and save your Product Key. To register your product and save your Product Key, you need to create a Norton Account, if you don't already have one.

To register your product and save your Product Key

in Norton AntiVirus, Norton Internet Security or Norton 360 for Windows

  1. In your product's main window, click Norton Account.
  2. In the Save your Product Key page, select the product that you want to register.
  3. Click Next.
  4. Follow the onscreen instructions to register your product and save your Product Key.

in Norton AntiVirus 12, Norton Internet Security 5 for Mac

  1. On your Mac, from the Norton AntiVirus or Norton Internet Security product menu, choose Access Norton Account.
  2. Login to your existing Norton Account or create a Norton Account if you don't have one.
  3. Follow the onscreen instructions to register your Norton product and save your Product Key.

Viewing your Norton products and services information

You can view information on all of your registered Norton products and services in the Products tab. This information includes the status of your product, the registration date, the expiration date, the Product Key, the product serial number, how many computers you can protect, and other details.

To view information on your products and services

  1. Sign in to your Norton Account.
  2. Click Products.
  3. The Product tab lists all your registered Norton products and services.
  4. To view and hide additional product details, click the product name.

Buying additional Product Keys

When you install a Norton product, you must use a valid Product Key to activate the product and receive complete protection.

You are required to buy a Product Key when you have exceeded the number of allowed installations and you have additional computers to protect at your home or office, or when the Product Key that you used is expired or invalid.

It's easy to obtain an additional Product Key.

To buy an additional Product Key

  1. Sign in to your Norton Account.
  2. Click Products.
  3. The Product tab lists all your registered Norton products and services.
  4. Click the name of the product or service for which you want to purchase an additional Product Key.
  5. In the expanded product details section, click Buy A Key and follow the onscreen instructions.

How do I download and install my Norton product?

Download is available to all Norton customers. To download and install your Norton product on multiple computers, follow the steps below.

Note: We suggest that you leave this help window open for reference while you download and install.

To download a product registered to your Norton account:

  1. From the computer you want to install the product on, sign in to your Norton Account using the following Web address :
    https://account.norton.com
  2. Click Download next to your product with an active subscription.
  3. Run or Save the Norton Download Manager if you are prompted. When the download is finished you will need to execute the file from the saved location.
  4. Click Run or Continue or OK if a "Security Warning" or other confirmation window appears.
  5. Follow the instructions on the screen. The Norton Download Manager will automatically download and install your Norton product.

If you haven't registered your product yet, you can register it from the product's main window. Once registered, your product information and download will be available in your Norton Account.

To register Norton AntiVirus or Norton Internet Security, or Norton 360:

  1. In your product's main window, click Norton Account.
  2. In the Save your Product Key page, select the product that you want to register.
  3. Click Next.
  4. Follow the onscreen instructions to register your product and save your Product Key.

Some products cannot be registered in Norton Account. Download for these products will only be available in Norton Account if the product was purchased on Symantec's online storefront. If your order information is not available in the Order History section, please  click here   to visit the Norton Support site or contact the storefront you purchased your product from.

To view your online orders and to access download for these products:

  1. Using the computer you wish to install the product on, sign in to your Norton Account using the following Web address:
    https://account.norton.com
  2. Click Order History
  3. Select the relevant order from the list and click view to see the order details.
  4. Click Download to begin the product download.
  5. If installation does not start automatically once the download is completed, double-click on the downloaded installation file.
  6. Read the License Agreement and then type in the Product Key or Activation Code if prompted.
  7. Note: You can locate your Product Key on the order details page from which you downloaded.
  8. Follow the instructions on the screen.

How much time do I have to download my products from my Norton Account?

Your product is available for download as long as you have a current subscription.

Why is my Download button grayed out?

Your product is available for download as long as you have a current subscription. If your subscription expires please renew your subscription.

How do I get additional help installing my Norton product on multiple computers?

If you require further assistance to download and install your Norton product on multiple computers, please click here to visit the Norton Support site.

Maintaining your Norton Account profile

It is recommended that you keep your account and billing information current and up-to-date so that you can receive the latest security information from Symantec.

To update your account or billing information

  1. Sign in to your Norton Account.
  2. Click Profile.
  3. Click the corresponding tab for either Account Information, or Billing Information.
  4. Type the updated information in the fields that are provided.
  5. Click Update.

Changing your Norton Account password

You can change your Norton Account password at any time. Changing your password periodically is recommended.

Note: Passwords must contain at least six characters.

To change your password

  1. Sign in to your Norton Account.
  2. Click Profile.
  3. Click Change Password tab.
  4. In the Current Password field, type your current password.
  5. In the New Password field, type your new password.
  6. In the Re-type New Password field, type your new password again.
  7. Click Update.

Retrieving your Norton Account password

If you cannot remember your Norton Account password, we can email you reset password instructions.

To retrieve a forgotten password

  1. In the first Norton Account page, click Sign In.
  2. In the Sign In page, under "Forgot your password?" click Recover it here.
  3. In the field provided, type your email address.
    Make sure that you provide the same email address that was used for your Norton Account.
  4. Click Continue.
  5. You will be sent reset password instructions in an email message.
  6. Click the reset password link in the email message.
  7. A web browser page will be opened and you will be asked to reset your password.
  8. On the Reset your Password page, in the New Password field, type your new password.
  9. In the Re-type New Password field, type your new password again.
  10. Click Update.

Note: For security reasons, the password link is valid only for a limited time.

Saving an online order in your Norton Account

If you placed an online order for a Norton product and entered a Norton Account password that did not match our records, your order will not be saved in your Norton Account. However, you can save this order in your Norton Account by following the steps below.

If you were directed to the Norton Account site by clicking the Norton Account link in your order confirmation email

  1. Type in your Norton Account password at the bottom of the page and click Submit.
  2. On the following page, if you recognize the order, select "I recognize this order" and then click Continue.

The products in the order will be saved in your Norton Account. If you do not recognize the order, select "I do not recognize this order" and click Continue. After you confirm, your order will not be saved in your Norton Account.

If you were immediately directed to the "Save Your Online Order" page after signing in to your Norton Account, or you clicked on an "Action required" notification

  1. If you recognize the order, select "I recognize this order".
  2. You may be asked to type your order number or the serial number of the product in your order (If you have multiple products, you will only need to provide the serial number for one of the products in the order).
  3. Click Continue.

The products in the order will be saved in your Norton Account. If you do not recognize the order, select "I do not recognize this order" and click Continue. After you confirm, your order will not be saved in your Norton Account.

How to find your Product Serial Number

If you purchased your Norton product online, the Product Serial Number was included in the order confirmation that was sent to the email address provided at the time of purchase.

The Product Serial Number can also be found within the installed product. The way you locate your Product Serial Number depends on the Norton product and the version that is currently installed. Follow the instructions below to locate your Product Serial Number in your Norton product.

Norton 360 v1 or v2 for Windows

  1. Launch Norton 360.
  2. Click Help and Support.
  3. Click About Norton 360.
  4. The Product Serial Number is displayed under "Customer Account ID".

Norton AntiVirus or Norton Internet Security 2006 for Windows

  1. Launch your Norton product.
  2. Click Help and Support.
  3. Select About (product name) from the drop-down menu.
  4. The Product Serial Number is displayed in the About Box.

Norton AntiVirus or Norton Internet Security 2007 for Windows

  1. Launch your Norton product.
  2. Click on the Support tab.
  3. Under "Subscription & Account Information", click About (product name).
  4. The Product Serial Number is displayed in the About Box.

Norton AntiVirus or Norton Internet Security 2008 or newer for Windows, or Norton 360 v3 or newer for Windows

  1. Launch your Norton product.
  2. Click Help & Support in the upper-right corner.
  3. Click About.
  4. The Product Serial Number is displayed in the About Box.

Norton AntiVirus 12 or Norton Internet Security 5 for Mac

  1. On your Mac, launch your Norton product
  2. From the product menu, choose About Norton AntiVirus or About Norton Internet Security.
  3. The Product Serial Number is displayed in the About Box.

About your Norton Bootable Recovery Tool

The Norton Bootable Recovery Tool for PC's which can help you remove security risks from your computer when

  • Your system is heavily infected
  • You cannot successfully install your Norton product due to an infection
  • Stealth security risks are present on your system

If you purchased your Norton Product on a CD or DVD, the tool is included on your product disk

  1. Insert your product disk into the drive.
  2. Exit all programs and restart your computer.
  3. When prompted to press any key to boot the computer from CD or DVD, click Enter.

If you have a registered Norton AntiVirus, Norton Internet Security, or Norton 360, for Windows with a non-expired paid subscription, you can get the tool from your Norton Account

  1. Sign in to your Norton Account.
  2. Click Products.
  3. The Product tab lists all your registered Norton products and services.
  4. Click the name of the product for which you want to run the tool
  5. In the expanded product details section, under 'Activities', click Norton Bootable Recovery Tool and follow the onscreen instructions to download and run the tool.

About Norton Automatic Renewal Service

Norton Automatic Renewal Service is a fast and convenient way to stay protected from emerging threats by automatically renewing your subscriptions for Norton products before they expire. Once enrolled in the service, you will be alerted via email before your subscription expires and any subscription renewal fee is charged to your credit or debit card to alert you that your product subscription will be automatically renewed and the renewal fee that you will be charged.

Key benefits

A fast, easy way to manage your product subscription:

  • Get uninterrupted protection from your Norton security products against viruses, hackers, and the latest online threats
  • Receive continuous protection, year after year
  • Get the latest product features for eligible products as soon as they become available.

You may cancel the Norton Automatic Renewal Service at any time by visiting your Norton Account at www.myNortonAccount.com and turning off the auto-renewal feature, or by contacting Norton Customer Service. If Automatic Renewal is turned off, you will be prompted to manually renew your subscription prior to its expiration. The above instructions on how to cancel the Norton Automatic Renewal Service are also provided:

  • At the end of your online shopping experience;
  • In your order confirmation email; and
  • In the pre-billing email sent to you through the Norton Automatic Renewal Service

Note: If you cancel your enrollment to Norton Automatic Renewal Service, you will receive a prompt to manually renew your subscription at the time of subscription expiration in order to receive protection updates.

Who is eligible for Norton Automatic Renewal service?

Norton Automatic Renewal service is available for all subscription based products for customers in the United States, Canada, Europe, Middle-East, Africa, Latin America, and Asia Pacific.

To cancel the Norton Automatic Renewal Service

  1. Sign in to your Norton Account.
  2. Click Automatic Renewal.
  3. Turn off Automatic Renewal for the corresponding Norton product subscription by unchecking the check box
  4. Click Update.

If Automatic Renewal is turned off, your Norton product will prompt you to manually renew your subscription prior to its expiration.

Save Your Online Order

If you placed an online order for a Norton product and entered a Norton Account password that did not match our records, your order will not be saved in your Norton Account.

In order to manage your Automatic Renewal settings, you must save your online order.

If you were immediately directed to the "Save Your Online Order" page after signing in to your Norton Account, or you clicked on an "Action required" notification

Recognize Order

  1. If you recognize the order, select "I recognize this order."
  2. You may be asked to type the order number or the serial number of the corresponding product subscription provided in your order. (If you have multiple product subscriptions, you will only need to provide the serial number for one of the product subscriptions in the order.)
  3. Click Continue.

The product subscriptions in the order you recognize will be saved in your Norton Account.

Do Not Recognize Order

  1. If you do not recognize the order, select "I do not recognize this order" and click Continue.

After you confirm that you do not recognize the order, it will not be saved in your Norton Account and Automatic Renewal will be turned off for product subscriptions owned by this account.

Asian Countries

If you purchased at one of the Asian Norton online stores, you Automatic Renewal settings must be managed directly on the Asian Norton online store.

Please click on the appropriate link below for the Norton online store at which you purchased a product subscription for more information and to manage your Automatic Renewal settings.

What payment methods are accepted?

Credit and debit cards are accepted as well as direct debit in limited countries.

I have received an email saying that I need to update my credit card information

The notification you received indicates that the billing information we have on file for you for the Norton Automatic Renewal Service is no longer valid or has expired. To enable the Norton Automatic Renewal Service to renew your Norton product subscription so that it can continue to work without any interruption, it is recommended that you update your billing information.

To update the billing information:

  1. Sign in to your Norton Account.
  2. Click Profile.
  3. Click the Billing Information tab.
  4. Select your Country/Region from the drop down menu.
  5. Select Payment Method from the drop down menu.
  6. Complete all the fields that are displayed for the selected payment type.
  7. Click Update.

Note: Payment types are limited according to the Country/Region selection.

All fields for each payment type are mandatory.

How do I get a refund for a subscription renewal processed through the Norton Automatic Renewal Service?

You may request a refund within 60 days of a Norton Automatic Renewal Service charge to your credit or debit card by contacting your regional/country Customer Support representative. Once a refund is processed, your Norton product subscription time will be adjusted accordingly. This will typically leave you with an expired subscription and your PC unprotected.

About Monthly Subscriptions

Customers can cancel their monthly subscription online at anytime by un-checking this box and clicking on the Update button. Once cancelled, the selected product will expire as of the Expiration Date shown above. If you purchased additional storage or users for your base product and you wish to cancel these items only, please  visit Norton Support for more information.  There will be no refunds or credits for partial months unless you cancel within thirty (30) days of your initial purchase. For full details on our Return Policy or to request a refund, please go to our  Return Policy.

About Opt-Out Trialware

Opt-out Trialware is a way to try out Norton Products before you purchase them. While placing your trialware order you are also asked to submit a credit or debit card, but nothing will be charged to you for the first 30 days. During that time you can install and activate the product and experience full Norton protection. If you are satisfied with your Norton product, simply do nothing and at the end of 30 days the system will automatically extend your protection for a full year at the standard price. However, if for any reason you are unsatisfied you can easily cancel your Opt-out Trialware order at any time during the trial period and you will be charged nothing.

What payment methods are accepted?

Currently only credit and debit cards are accepted.

I have received an email saying that I need to update my credit card information

The email you have received indicates that the credit or debit card we have on file for your Opt-Out Trialware product is no longer valid or has expired. To ensure your trial product is automatically extended for a full year of protection it is recommended you update your credit card information.

To update the credit card information:

  1. Sign in to your Norton Account.
  2. Click Profile.
  3. Click the Billing Information tab.
  4. Select Payment Method from the drop down menu.
  5. In the Card Number field, type in the new card number.
  6. Select Expiration Date from the drop-down menu.
  7. In the Account Holder Name field, type in your name as it appears on the Credit Card.
  8. Click Update.

How do I opt-out?

If you are not completely satisfied with your trial product you can opt-out at any time during the 30 day free trial. Simply:

  1. Sign in to your Norton Account.
  2. Click Products.
  3. Click the name of the product for which you want to opt-out.
  4. Uncheck the check box for automatic charge.
  5. Click Update.

How do I get a refund for Opt-Out Trialware?

Nothing will be charged to you for the first 30 days. Once you have been billed for a full year of protection, you may request a refund within 60 days of a charge to your credit card by contacting your regional/country Customer Support representative. Once a refund is processed, your Norton product subscription time will be adjusted accordingly. This will typically leave you with an expired subscription and your PC unprotected.