My Norton Store

DOWNLOAD: Your download link came with your purchase receipt. You can view the link and your registration key anytime you log in and look at your account. If you are unable to get email or login you are going to need telephone support so see our Contact Us help.

Got to the link in your browser. When the download box asks what you want to do with the file, select Save If it ask you where to save it put it on the Desktop where it will be easy to find. After you start the download it can be restarted if it did not complete by double clicking the filename again. If you can't download successfully, see the 'What if my download won't complete?' question.

TO START THE INSTALL: If you did not save it to your desktop and can not find the file, click the Start menu and choose Search, choose to look for All Files and Folders. Specify "download_*.exe". Do not use quotes with the filenames in the search box. If you saved it to your desktop it will appear as an icon on your desktop.

When you have located the file, either on your desktop or by a search, double click the file name to run it. If the download has not completed you will be asked to resume the download. After the file is completely downloaded, double click it to start the installation.

You may be promoted with a security warning before Windows launches the install. Answer yes.The install is self-guiding and you should accept the defaults if you do not have any experience with changing them. You will not need the product registration key to finish the install. Skip any request for product registration key or registering online. These can be skipped and you put in the key later.

After all the above runns smoothly the product install dialogue will take you on through the install procedure.

If you aren't prompted for the product registration key at any point, it's possible it picked up an old one, see the 'Why does it say it's expired?' question. If you have trouble installing see our other topics related to your problem.

When a download fails, all you have to do is restart the download manager program on your computer and the download will pick up where it left off. It will be a icon call 'Finish Downloading Norton ...' on your desktop. This works for almost everybody except the folks on very bad Internet connections. Those are usually dial up connections. Most broadband users have no problems.

If the download will not complete at your location, download it somewhere else. Get a flash drive to save the downloaded file on. Go to your local library or friend's house taking the email with the instruction with you. Or log into your email once there.

If you're having trouble getting your link to a friend, see 'How do I download and install' for links, although that makes you select the product manually.

If you can't download put in a support ticket saying that you can't download and we'll mail you a CD immediately. See 'Contact Us' below.

To locate the downloaded file, use 'Start/Run...' on XP or the typing box on your Start Menu in Vista, and run '%temp%'. That directory is very crowded, so you may want to do View/Arrange Icons By/Modified. Then look near the end of the list for a .exe file.

Norton AntiVirus starts with NAV, Norton Internet Security starts with NIS, Norton 360 starts with N360, SystemWorks starts with NSW, Norton Ghost starts with NortonGhost. It should be nearly the very last file in the list if you just finished downloading.

Move that file somewhere you can find it later. If you want, burn it to a CD in case your hard drive fails.

TO GET YOUR KEY... The reason your email needs to work is we require you to confirm your email address before we deliver the key to you. The email confirms your identity and we release the key.

If you did not receive our email check your spam filter. If your email is broken please contact us immediately by telephone at our support center. There is another help topic on contacting us. Your software will work for 15 days without a key.

Another reason you have not received a key. We occassionally call a person on the telephone if the bank suggests it is a suspicious transaction. We will not release a key if we suspect fraud in the credit card transaction. Since we are delivering Internet Security to you we have to confirm the transaction is on a legitimate credit card and you are the owner of said card.

If you want to look up your purchases online go to your account and login. You can get a new password emailed to you if you have the correct email on file and we can pass through your spam filters. We do not put the serial number in your online invoice until you confirm your email address, There are help topices on this issue.

We mail you a printed invoice the day after your purchase to the address of the credit card holder. It has your download location, keys and install information. It should arrive by postal mail. It will come from near Atlanta Georgia USA so give it time to travel in postal mail. Atlanta has a very busy international airport and mail leaves for worldwide destinations daily.

PLEASE contact us if your email is not working and you can not receive our emails. Read our "Contact Us" help topic. We will expedite your support request.

If you've just installed, and it says it's expired, or say it has any amount of time less than a year, what has happened is the install has found an old expired product key, and decided to use that instead of prompting you for a new one. You need to tell it the new one:

Open Norton Protection Center. Choose 'Help and Support' in the top right. You may have to select 'One Click Support'.

When 'Help & Support' window opens, choose 'Activation' in the top right.

When the 'Activation Status' window opens, choose 'Next'. Input your product key.

Nore that if you've purchased a product that can be installed on multiple computers, like Norton Internet Security, the clock starts ticking on the first install for all computers. If you install it two months later on a second computer, you only get ten months on that computer.

Email has become a difficult part of the Internet to manage due to SPAM. There are literally billions of pieces of SPAM traveling on the Internet as you read this. Sometimes legitimate email, especially automated messages like ours, get trapped as spam.

Your software will work for 15 days to give you time to resolve any email problems or call us .

If you didn't get your email with a purchase receipt with your registration key and download instructions the first thing to do is to check your spam folder. White list any email from mynortonstore.com

If that email still doesn't come in, there are several ways to communicate. Either you need to call us or you need to use a different email account.

Most of these problems are caused by a corrupt Windows Registry on your computer.

The Windows Registry keeps track of your computer's setup. It can become corrupted during a power failure, aborted install or similar event. You will be surprised how messed up the registry can get. It can easily be automatically fixed.

First go to the Windows Control Panel and click on the menu item that will remove programs. It is usually labeled with the word "Programs" in the menu item.

Next remove ANY antivirus and bot or spam software programs you have. (And any other useless software while you are there.) If you have trouble with this go on down the page and come back after you run Registry Fix. Run this cycle until all errors disappear.

If you still have problems put in a support ticket and we will help you personally. We will even help you find a local computer repair shop that is qualified to help you.

If, when you attempt to run the program, you receive a message about the program not being a Win32 executable, or 'invalid', you have downloaded a bad copy. Delete it and download it again.

Log in here using your username and password. Once you're in, click on 'My Account'. You can change personal information and look up your orders. The orders have the products and registration keys on them so look up each order to see the products.

If you can not be found in our database by asking for a new password then you are either not using the same email you used when you purchased your software or you are not a customer here.

You didn't pick the password, there was an auto generated one emailed to you. If you can't find that email, click on 'Lost Password?' under the login button and follow the instructions. It will send you an email titled 'Norton Software Direct :: New password for - ' and your email address.

If you've made a purchase using the wrong email account, we can change your email address for you. See the "Contact Us" FAQ. If you submit a support ticket with the old and new we will change it for you.

Then you can request a new password via email. Or send us a new password in your ticket and we'll set it.

While you're at it, you can ask for the serial number and download location and we'll send those in our reply, so you can immediately use your purchase.

If all else fails, send us an email or voice mail with a phone number and we'll call you. See the "Contact Us" FAQ.

We are proud of offering excellent customer service and will promptly work to resolve any problems you might have. To keep our prices low and in line with others we have to set limitations on how support is handled. Please read this carefully.

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We offer support only during business hours. Emails are answered much quicker than phone calls. WE WILL RETURN YOUR CALL within 48 hours and work with you to resolve any problem..

FREE and QUICK SUPPORT IS AVAILABLE VIA EMAIL. For fast support start a support ticket and you will get a confirmation email with answers to common problems.
During business hours of 9am to 5pm CST you will get a prompt personal response from a certified support engineer. You support request will be tracked in our support system and you will be able to add to it and read our responses.

Click here to start a support ticket. This e-mail address is being protected from spam bots, you need JavaScript enabled to view it .

IF YOU NEED TO CALL US:
Business Hours: 9am to 5pm CST USA Monday to Friday. (650) 450-4955.
Be sure to state name, phone number, time zone and a brief description of the problem. Calls are usually answered within 24 hours but expect it to be up to 48 hours. Please call again if you have not received a return call within 48 hours.

Johns Creek Software Inc.
My Norton Store.com
5174 McGinnis Ferry Rd #175
Alpharetta, Ga. 30005

We are closed on major USA holidays: MLK Birthday, Memorial Day, July 4, Labor Day, Thanksgiving, Christmas and New Years.

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