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Total Defense rebate question - Went to cancel but account shows no enrollent?

qwertyaas 2,458 175 December 21, 2013 at 04:25 PM
I just activated my account for the rebate and all that. I got the confirmation email and when my free year end.

When I tried to cancel the automatic renewal of Total Defense it just says 'Sorry, it appears that you have no licenses enrolled in Automatic Renewal Service.'. In addition, when I go to CC on file, it says there is none - although the $1.00 has been authorized to my CC.

Is this an issue or not to worry about it as it says: Total Defense Internet Security Suite Premium Subscription 12/21/2014?

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Joined Aug 2012
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#2
Quote from qwertyaas View Post :
I just activated my account for the rebate and all that. I got the confirmation email and when my free year end.

When I tried to cancel the automatic renewal of Total Defense it just says 'Sorry, it appears that you have no licenses enrolled in Automatic Renewal Service.'. In addition, when I go to CC on file, it says there is none - although the $1.00 has been authorized to my CC.

Is this an issue or not to worry about it as it says: Total Defense Internet Security Suite Premium Subscription 12/21/2014?
I've been looking into this issue and how it relates to denials for not activating. Sometimes auto-renew just takes a while to appear; other times their system has screwed up the activation. Could you please answer these questions.

Go to this page and log in with your Total Defense account:
https://my.totaldefense.com/Login2.aspx

1. Is there still an expiration date listed for the subscription?
2. Is there a renew button for the subscription?
3. If you remember, was #2 like that when you first activated?

Go to this page and log in with your Total Defense account:
https://store.totaldefense.com/se...n.asp?PG=1

Click "Retrieve License Keys"

4. What is listed for your activation code in the "Cancel" column?

Press your browser's back button and this time select "Order History, Invoice Copies, and Return Authorizations"

5. Is there an "order" in the table for the activation?

If so click the "View Invoice" link for that row.

6. Does an invoice show up?
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#3
Quote from bb182 View Post :
I've been looking into this issue and how it relates to denials for not activating. Sometimes auto-renew just takes a while to appear; other times their system has screwed up the activation. Could you please answer these questions.

Go to this page and log in with your Total Defense account:
https://my.totaldefense.com/Login2.aspx

1. Is there still an expiration date listed for the subscription?
2. Is there a renew button for the subscription?
3. If you remember, was #2 like that when you first activated?

Go to this page and log in with your Total Defense account:
https://store.totaldefense.com/se...n.asp?PG=1

Click "Retrieve License Keys"

4. What is listed for your activation code in the "Cancel" column?

Press your browser's back button and this time select "Order History, Invoice Copies, and Return Authorizations"

5. Is there an "order" in the table for the activation?

If so click the "View Invoice" link for that row.

6. Does an invoice show up?
1. Yes, 12/21/2014
2. Yes, there is a renew button
3. It was like this from the start
4. Under the column, it just states Cancel Renewal. Although it does have my activation key, date of activation and end date there
5. Order Number License Key License Exp Date Next Renewal Date Order Date Cancel - That is the information filled out, all correct.
6. I can pull my invoice from the invoice and order history: states paid in full on 12/21/2013 (for $0.00):

Payment Method: American Express Paid in Full
TD PREMIUM INTERNET SECURITY ACTIVATION
$.00 $.00
Net Product: $.00
Sales Tax: $.00
P & H: $.00
Invoice Total: $.00
INVOICED TOTAL
Net Product: $.00
Sales Tax: $.00
Shipping & Handling: $.00
Total Shipment: $.00



Thanks for the help!
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Last edited by qwertyaas December 22, 2013 at 05:16 AM
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#4
Quote from qwertyaas View Post :
1. Yes, 12/21/2014
2. Yes, there is a renew button
3. It was like this from the start
4. Under the column, it just states Cancel Renewal. Although it does have my activation key, date of activation and end date there
5. Order Number License Key License Exp Date Next Renewal Date Order Date Cancel - That is the information filled out, all correct.
6. I can pull my invoice from the invoice and order history: states paid in full on 12/21/2013 (for $0.00)
You look good for the rebate. This is not the situation where you would be denied for not activating (the status of the key would be "Revoked" and there would be no renew button).

I'm not sure about the status of auto-renew. Normally the cancel column on the license key page starts out as a "Cancel Renewal" link and goes to "Canceled" after you turn off auto-renew. "Cancel Renewal" might just be the default status, even if auto-renew was never set up, or maybe that's the real status and the main account page isn't in sync.

If the expiration date on the main account page doesn't change to "never" after a few days, maybe you want to try the "Cancel Renewal" link from the license key page. It should bring up an "ARS disenrollment form" or something. I cancel quickly and haven't seen that form personally, so I don't know if it works. I guess you could also contact CS to make sure it's canceled.
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#5
Quote from bb182 View Post :
You look good for the rebate. This is not the situation where you would be denied for not activating (the status of the key would be "Revoked" and there would be no renew button).

I'm not sure about the status of auto-renew. Normally the cancel column on the license key page starts out as a "Cancel Renewal" link and goes to "Canceled" after you turn off auto-renew. "Cancel Renewal" might just be the default status, even if auto-renew was never set up, or maybe that's the real status and the main account page isn't in sync.

If the expiration date on the main account page doesn't change to "never" after a few days, maybe you want to try the "Cancel Renewal" link from the license key page. It should bring up an "ARS disenrollment form" or something. I cancel quickly and haven't seen that form personally, so I don't know if it works. I guess you could also contact CS to make sure it's canceled.


I'll check again in a few days and go through the second link to cancel that you provided. Seems you're right since all signs show that I did activate and have my license. Just it never set to auto-renew for some reason. I will try to call regardless to make sure.

Thanks for the help!
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#6
Quote from bb182 View Post :
You look good for the rebate. This is not the situation where you would be denied for not activating (the status of the key would be "Revoked" and there would be no renew button).

I'm not sure about the status of auto-renew. Normally the cancel column on the license key page starts out as a "Cancel Renewal" link and goes to "Canceled" after you turn off auto-renew. "Cancel Renewal" might just be the default status, even if auto-renew was never set up, or maybe that's the real status and the main account page isn't in sync.

If the expiration date on the main account page doesn't change to "never" after a few days, maybe you want to try the "Cancel Renewal" link from the license key page. It should bring up an "ARS disenrollment form" or something. I cancel quickly and haven't seen that form personally, so I don't know if it works. I guess you could also contact CS to make sure it's canceled.
BB, so if the expiration shows "never" does that mean I've registered it correctly and have it set up for auto renewal? I don't want to cancel until I get the rebate.
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#7
Quote from Superocean View Post :
BB, so if the expiration shows "never" does that mean I've registered it correctly and have it set up for auto renewal? I don't want to cancel until I get the rebate.
Yeah, that's right.
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#8
Quote from bb182 View Post :
You look good for the rebate. This is not the situation where you would be denied for not activating (the status of the key would be "Revoked" and there would be no renew button).

I'm not sure about the status of auto-renew. Normally the cancel column on the license key page starts out as a "Cancel Renewal" link and goes to "Canceled" after you turn off auto-renew. "Cancel Renewal" might just be the default status, even if auto-renew was never set up, or maybe that's the real status and the main account page isn't in sync.

If the expiration date on the main account page doesn't change to "never" after a few days, maybe you want to try the "Cancel Renewal" link from the license key page. It should bring up an "ARS disenrollment form" or something. I cancel quickly and haven't seen that form personally, so I don't know if it works. I guess you could also contact CS to make sure it's canceled.
Update:

My status now changed to 'Expires: Never'. So cancelled now and it's on 12/21/2013 again. Guess it was just lagged like you said.

For the rebate though, did you send in a copy of the welcome email and the activation code copy?
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#9
Quote from qwertyaas View Post :
For the rebate though, did you send in a copy of the welcome email and the activation code copy?
Thanks for the update! Either a copy of the welcome email or the activation code (doesn't need to be a copy of the label) will work. I recommend the welcome email because in the event of a problem it can help show that you did activate it.
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#10
oh hey i got my $50 rebate back today, took just a couple days under 1 month. O.O
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#11
Quote from bb182 View Post :
I've been looking into this issue and how it relates to denials for not activating. Sometimes auto-renew just takes a while to appear; other times their system has screwed up the activation. Could you please answer these questions.

Go to this page and log in with your Total Defense account:
https://my.totaldefense.com/Login2.aspx

1. Is there still an expiration date listed for the subscription?
2. Is there a renew button for the subscription?
3. If you remember, was #2 like that when you first activated?

A's to Q's 1, 2, 3:
For my latest one, when I first activated it, there was an expiration date and a RENEW button. One day later, the expiration date was replaced by "never" and the RENEW button disappeared.


Go to this page and log in with your Total Defense account:
https://store.totaldefense.com/se...n.asp?PG=1

Click "Retrieve License Keys"

4. What is listed for your activation code in the "Cancel" column?

If ARS is enabled, it shows a "Cancel Renewal" button.
If ARS is disabled, it shows text "Cancelled".


Press your browser's back button and this time select "Order History, Invoice Copies, and Return Authorizations"

5. Is there an "order" in the table for the activation?

All of the activated licenses are listed as an order, no matter if ARS is enabled or disabled.

If so click the "View Invoice" link for that row.

6. Does an invoice show up?

All invoices show up no matter if ARS is enabled or dsabled, as long as it is activated.
The recent tiny change is that they precharge 1 cent rather than 1 dollar lately.
See above in red.
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#12
Side notes:

1. From the scanned documents, it seems that some kinds of tapes gradually erase the barcode ink on both UPC label and activation code label. Be very careful.
2. From what the rebate center staff said, it seems welcome email is preferred to activation code.
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#13
Quote from eecs_guy View Post :
Side notes:

1. From the scanned documents, it seems that some kinds of tapes gradually erase the barcode ink on both UPC label and activation code label. Be very careful.
2. From what the rebate center staff said, it seems welcome email is preferred to activation code.
Quote from TDef Wiki :
  • Avoid taping over the print on the Total Defense UPC. Acrylic tape can cause thermal labels like the Total Defense UPC to fade. Hot melt tapes Scotch brand packing tapes (except "moving & storage") do not cause this problem.
This illustrates it pretty well.
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