topic Re: EE Norton Cyber Security not recognising my account in Security

EE Norton Cyber Security not recognising my account

GogzH — Fri, 27 Jun 2025 16:09:20 GMT

I can’t seem to use the EE Norton Cyber security app on my laptop. I activated it and though it was all working but now It either says I do not have a subscription (which I do/am paying for monthly), or it fails to connect me to the Norton portal.
What is the best way to resolve please?

Re: EE Norton Cyber Security not recognising my account

Leanne_T — Sat, 28 Jun 2025 07:36:54 GMT

Hi @GogzH

Welcome to the community.

Have you been able to access the Cyber Security app on the laptop previously?

If you log into your EE app and check your add-ons, does the EE Cyber Security add-on show as active?

Speak to you soon 🙂

Leanne.

Re: EE Norton Cyber Security not recognising my account

GogzH — Sat, 28 Jun 2025 12:52:11 GMT

Hi - yes it does show as an active add on. And if I try and reactivate with
original message link it doesn’t allow me to complete that journey. Not
sure if I have used it in anger or if that was Norton with BT broadband.

Re: EE Norton Cyber Security not recognising my account

Alex_H — Sat, 28 Jun 2025 14:53:17 GMT

@GogzH What does happen when you open the activation link? It should take you to a login page to login with your EE details, then to accept Norton terms etc, which point during the journey does it fail and what happens?

Have you tried loading up the activation link on an alternative browser and on both WiFi and data? Worth testing if you have not done so already.

If all else fails it would be worth getting in touch so one of our guides can check if the add-on is showing activated our side or not, they may just need to reset the add-on to allow you to re-activate.

Alex

Re: EE Norton Cyber Security not recognising my account

GogzH — Sun, 29 Jun 2025 07:50:58 GMT

Is there a secure messaging technique I can use to move this forward or would I need to call 150?

Re: EE Norton Cyber Security not recognising my account

Alex_H — Sun, 29 Jun 2025 08:29:42 GMT

@GogzH We have a billing messaging team available via the help section of the EE app if you would like to try speaking to them first. If not our technical team are available on the numbers in that link above to help get it sorted for you.

Alex