FAQ

Norton & McAfee Technical and General Common Questions and Answers -

If you require any installation help, please contact the vendor direct, see options below, they are very good and offer completely free support.
This includes any challenges activating the License Key, as there will be no issue with the key you received, as these are supplied from Norton & McAfee.

McAfee Support Contact:
McAfee 24/7 Support line Tel. 0800 028 7581*
*(When all support line are in use, you receive a message saying number unavailable)
or Preferred Online Chat - https://service.mcafee.com

Norton Support Contact:
Norton 24/7 Support line Tel. 020 7616 5600 or
Preferred Online Chat - https://support.norton.com/sp/en/us/home/current/contact

Alternatively, see below FAQ for common installation challenges and Questions.

Norton FAQ's -
Q: When activating, is asking for me to provide my billing information and enrol to the Norton Auto-Renewal Service?
Q: When activating, shows an invalid key?
Q: Is there a time limit for activating the key?
Q: Can I use the License Key with my own Norton Online Account?
Q: Can I use the License Key for my Renewal?
Q: 
What if my license key is for a different version then my previous one?
Q: Do I need to uninstall my current version of Norton?
Q: Do these products activate worldwide?
Q: The Web Link does not load?

McAfee FAQ's -
Q: When activating, shows an invalid key?
Q: Is there a time limit for activating the key?
Q: Can I use the License Key with my own McAfee Online Account?
Q: Can I use the License Key for my Renewal?
Q: Do I need to uninstall my current version of McAfee?
Q: Do these products activate worldwide?
Q: Issues downloading stops before it is completed?
Q: It is showing that my Expiry Date in Wrong and finishes early?
Q: It is showing the License Key as already redeemed?
Q: It's only allowing me to activate the License Key Once?
Q: I have received a telephone call asking for payment to fix my computer saying they are from McAfee?

 

Norton FAQ's -

Q: When activating, is asking for me to provide my billing information and enrol to the Norton Auto-Renewal Service?
A: Norton on the 1st March 2019 introduced across the board an enrolment process for ALL Norton customers to provide continuous protection. Unfortunately, this is something out of our control. We clearly advertise this on the product page to inform customers prior to purchase.
However, this enrolment with Norton can be switched off at any time. They also advise of the renewal price 30-45 days before the end of the current subscription.
This gives plenty of time to review your current subscription and protection plan and to adjust or cancel the auto-renewal direct with Norton if you wish to.

We have been very careful in providing as much information on this decision by Norton for customers to decide before purchasing.
This is something that we have worked through to make sure we are providing all the relevant information on the product page.
Please take note of Norton's new enrolment process for activating the license keys -
https://support.norton.com/sp/en/uk/home/current/solutions/v101779430
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Q: When activating, shows an invalid key?
A: I would like to reassure you that our Norton License Keys are 100% genuine and supplied from Norton, as we are a Norton Platinum Partner.
Make sure you are on the genuine Norton website ( https://norton.com/enroll ) & manually type the key, do not copy and paste. You will be required to enter billing information for Nortons enrolment process which was introduced 1st March 2019 for ALL New and Existing Norton customers.

You can only activate a key ONCE, after that everything is managed from within your Norton online Account. If you try to activate again, you will see the message "Invalid Key".

Also please make sure your Windows updates are running the very latest updates/service pack, as this can stop the activation/installation of the Norton product.

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Q: Is there a time limit for activating the key?
A: There is no time limit for activating the License Keys we supply; the 1 Year subscription starts once the license key is activated.
We always recommend waiting until the last day of your current subscription, to save the possibility of losing any remaining days from your current subscription.

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Q: Can I use the License Key with my own Norton Online Account?
A: Yes, you can, all license keys we supply are unused, unregistered and ready for you to activate to your own Norton Account. However, you will still be required to activate the key via norton.com/enroll as per Norton's new enrolment policy.
Please see product page for more information.

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Q: Can I use the License Key for my Renewal?
A: Yes, you can, providing the new product is the exact same version as your current one. Follow the step by step instruction below. If you see "Invalid Product Key" then please follow the instructions on the question below. “What if my license key is a different version then my previous one?

To renew your current Norton product –

• Make sure the already installed Norton software is signed into your Norton Account
• To upgrade your current Norton product, you need to enter the key into your already installed software
• Open Norton software installed & click the Help menu at the top, Help Centre Window will open
• Click on Enter Product Key (bottom right)
• Communicating with the Norton Server will show
• You will be asked to enter your New Product Key, enter the key and then click next
• You will see “To start your subscription, enter your billing information & product key at Norton.com/enroll (-2027)”
• Click the Norton.com/enroll web link on that screen and follow the onscreen instructions
Please Note: You will NOT be charged again for your product, this is only for future renewals direct with Norton, which can be disabled from within your Norton online Account at any time if you wish to.

We always recommend waiting to activate the new license key until the last day of your current subscription to save losing any remaining days.
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Q: What if my license key is for a different version then my previous one?
A: You will need to uninstall you currently installed Norton software and reboot your device and then a simple download of the new Norton and reinstallation will be required. For this, please follow the onscreen instructions for a New Product Installation from the web link below –

https://support.norton.com/sp/en/uk/home/current/solutions/v101779430
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Q: Do I need to uninstall my current version of Norton?
A: You will only need to uninstall and then reboot your device if the new Norton product is a different version from what you already have or you have another brand of Antivirus running, then yes you will need to uninstall and reboot your device afterwards, as you cannot have two antivirus programs installed at the same time which causes many issues.  
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Q: Do these products activate worldwide?
A: Norton products we supply will only activate and install within Europe!
The activation or installation will fail outside of Europe; therefore, we restrict the sale to only regions our products will activate and install in.Once the key is activated and the product installed, this will work on that device anywhere around the world.
It's just activation and installation that has to be completed within Europe.

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Q: The Web Link does not load?
A: If you are using Chrome?
Chrome sometimes has a cache issue when loading the page and fails to load the requested page.
This same issue can apply to other browsers such as Firefox.

The fix is to either clear the cache (see Google Support web link below) or try a different browser like Edge or Internet Explorer.
https://support.google.com/accounts/answer/32050

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McAfee FAQ's -

Q: When activating, shows an invalid key?
A: There will be no issue with the license key as these are supplied direct from McAfee.Please make sure you are on the genuine McAfee website & manually type the key, do not copy and paste.
Also check within your McAfee online account that you haven't already activated the key, as you can only activate a key once.
Alternatively, the fastest fix would be to give McAfee Support a quick call.

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Q: Is there a time limit for activating the key?
A: There is no time limit for activating the License Keys we supply; the 1 Year subscription starts once the license key is activated.
We always recommend waiting until the last day of your current subscription, to save the possibility of losing any remaining days from your current subscription.

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Q: Can I use the License Key with my own McAfee Online Account?
A: Yes, you can, all license keys we supply are unused, unregistered and ready for you to activate to your own McAfee Account.
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Q: Can I use the License Key for my Renewal?
A: Yes, you can, providing the new product is the exact same version as your current one, if not, a simple download and reinstall will be required.

To renew your current McAfee product–
https://home.mcafee.com/secure/protected/login.aspx

1. Log into your McAfee account via the web link above
2. At the top of the page, select My Account & click Redeem your Retail Card
3. Enter your 25-digit License Key & then follow instructions
4. If you don’t wish to auto-renew directly with McAfee in the future, just close the Auto-Renewal Window (small cross in the top right of the open renewal window)
5. If the versions are the same it will ask you if you wish to extend the current subscription
(If the versions are NOT the same it will add the new subscription alongside the current one)

We always recommend waiting to activate the new license key until the last day of your current subscription to save losing any remaining days.
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Q: Do I need to uninstall my current version of McAfee?
A: In most cases the new installer will do this for you if it requires.
If you have another brand of Antivirus running, then yes you will need to uninstall and reboot your device afterwards, as you cannot have two antivirus programs installed at the same time which causes many issues. 
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Q: Do these products activate worldwide?
A: McAfee products we supply will only activate and install within Europe!
The activation or installation will fail outside of Europe; therefore, we restrict the sale to only regions our products will activate and install in.
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Q: Issues downloading stops before it is completed?
A: It is very likely this is due to old files being left behind from a previous antivirus program.
The fastest fix would be to contact McAfee Support and if need be McAfee can remote into your system and remove the old files for you completely free of any charge.

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Q: It is showing that my Expiry Date is Wrong on my installed Software and finishes early?
A: It does sound like the software you have installed is not syncing with your new subscription within your McAfee account.
Start by rebooting your device and see if that syncs the software and subscription.
If not, easy fix, go to your McAfee Online Account and you should see the new subscription with a Download Button next to it. if you have activated the New License Key, download and reinstall the software and then reboot your device. this should sync the software and the subscription.

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Q: It's only allowing me to activate the License Key Once?
Q: It is showing the License Key as already redeemed?

A: You can only activate a License Key once, after that all downloads to Devices are Managed from within your McAfee Online Account.
If you login to your McAfee Online Account, you should see your product already activated in there and you will be able to Download onto new Devices from the Download Button.

To login into your McAfee Online Account click the web link below -

https://home.mcafee.com/secure/protected/login.aspx
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Q: I have received a telephone call asking for payment to fix my computer saying they are from McAfee?
A: Unfortunately, there are many bogus McAfee Copycat website out there pretending to be McAfee. If you used a search engine to find the mcafee.com website & have had one of these calls, you were not on the real McAfee website, as McAfee nether ask for your telephone number on the activation page and always provide completely free support.
Please call McAfee Support line Tel. 0800 028 7581 to activate your key.