The download instructions are in your purchase receipt. That was sent in an email but it can be looked up in your account by looking at the bottom of your purchase invoice. Scroll down until you see the 'Serial Numbers' section. Find them and click on the link, or copy the link into your URL bar in your web browser. It will take you to the download.

If you have broadband Internet connection, and that means very fast connection, you will have no trouble downloading in a matter of minutes. If you have a dial up modem it will take three or four hours and likely will not complete. So if you have dialup, you might want to skip down to 'What if my download won't complete?' and preemptively follow the instructions there before wasting your time attempting it.

When the download box asks what you want to do with that file, select "Save". If it ask you where to save it put it on the Desktop where it will be easy to find. If you can't download successfully, see the 'What if my download won't complete?' question.

If you can't find where it was saved, launch Start/Search, choose to look for All Files and Folders', and specify NAV*.EXE for Antivirus or NIS*.EXE for Internet Security in the file name box. The install file will be named something like NAV081550.exe for Antivirus or NIS081550.exe for Internet Security, although the numbers change as updates come out.

Double click to "Run" the downloaded file.

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 need the serial number from your purchase order, on reboot, to finish the install. If you aren't prompted for the serial number at any point, it's possible it picked up an old one, see the 'Why does it say it's expired?' question.

If you're using a dialup modem, or a poor DSL connection, and your download keeps failing, you have several options.

1. Download it somewhere else. You'd be amazed at how often this is the easiest solution that no one thinks of. Borrow a flash drive, save the download URL in a text file on it, go to your local library or friend's house, download to the flash drive, and problem solved. Or burn it to CD, you probably want a copy burned on CD anyway in case you need to reinstall.
   
   
2. Use a 'Download manager'. This is software that will do the download instead of your web browser. They are able to reconnect when the connection drops and continue the download from the same point. The one we recommend, TrueDownloader, is ad- and spyware-free, and free to use. Download and install it. (It's very small.) Copy the download URL into the clipboard and launch it. It will probably prompt you immediately to download it, or choose 'Add URL'. You don't need a name or password.
   
   Start downloading secure in the knowledge that it wouldn't quit halfway through. Also, you can choose to use only a specific amount of bandwidth, and you can pause and resume it at any time. Even the slowest dialup connection should be able to download your purchase in three to four hours. Even if it has to constantly reconnect, it should finish overnight.
   
   Afterwards, you can uninstall TrueDownloader, although if you have a bad or slow connection, a download manager is a lifesaver everytime you need to download something, so keep it around if you want.
   
   
3. Or just tell us you can't download and we'll mail you a CD. See 'Contact Us' below.

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.

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

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

Finish the activation, and it should be showing a year until it expires.

 

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. 

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.

First of all, be sure you purchased the product here. We cannot help with purchase from other stores, including the Symantec store.

If you have purchased a product here, the serial number(s) are in your purchase order. There are two ways to get to that.

1. If you are logged in here right now, or know your email and password, you can login and click on 'My Account' on the right and then your purchase.
2. Additionally, we sent you an email from 'Norton Software Direct' when you finished the purchase. It has the key and download instructions.

Either way go to the bottom where it says 'Serial Numbers', and there they are.

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. 

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.

If you didn't get your purchase receipt with your registration key and download instructions the first thing to do is to check your spam folder. Whitelist any mail from "nortonsoftwaredirect.com and ask for a new password and see if it comes in. If so, you can login and see your purchase order here by clicking on 'My Account'.

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

1. If you have another email account you can use, see the 'What if I used the wrong email address?' to see how we can change your account to the other email.
2. If you don't have another email account, see the 'Contact Us' item to contact us, using your old account, and ask for your key, download information, and a new password, but be sure to tell us that emails from us are not reaching you. We have another account we can use to send email from.
3. 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.

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. 

There are many reasons you might have trouble installing. Especially if you currently have computer problems.

We suggest you go to here and make sure your computer is in top shape and able to install new software.

If you still have problems put in a support ticket and we will help you. 

We have a web site at AntiVirusAdvice.com where Internet computer threats are explained in easy to understand language. There is a forum where you can ask questions and get answers fro certified antivirus specialists the have 20 years experience with Norton products. That means they have used them sine the MS-Dos days when Peter Norton first introduced his "Norton Utilities".

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.

Be sure your spam filter will allow email from nortonsoftwaredirect.com or you will miss out on our support emails.

FREE SUPPORT IS AVAILABLE VIA EMAIL. For fast support contact us at our support email address. It will start a support ticket and you will get a confirmation email. During business hours of 9am to 5pm Eastern US time you will get a prompt personal response from a certified support engineer.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 CAN NOT GET EMAIL: If you have to use postal mail or call us you will reach our administrative offices. The administrative staff will have to relay your message to support staff. While it is not always the case you need to expect it to take up to 48 hours for someone to return a call. We will make our best effort to call promptly but keep in mind we do not operate a call center for support and our telephone time is very limited.

Hours: 9am to 5pm EST USA Monday to Friday.
We are closed on major USA holidays: MLK Birthday, Memorial Day, July 4, Labor Day, Thanksgiving, Christmas and New Years.
1-770-887-7967 for voice mail, administrative staff checks voicemail daily.

Our postal address is for US Mail and other deliveries. There is no access to our offices there.:
Johns Creek Software Inc
5174 McGinnis Ferry Rd.#175
Alpharetta, Ga. 30005