FAQ

Please find below a list of our most frequently asked questions.
If you have a question about how to use the Norton Online Redemption Centre that is not covered here, please email your question to PacificConsumer@gendigital.com

The Norton brand, product and services are part of Gen™ – a global company with a family of consumer cyber safety brands. To learn more you can visit www.gendigital.com

Your organisation has purchased on your behalf a Norton Identity product (Norton Identity Advisor Plus OR Norton 360 Advanced). Once you have downloaded and activated the Norton Identity product, you are eligible to redeem a bonus Equifax Credit Protect (12-month) promo code (delivered by email) to help you protect your identity. Please refer to the below list of Eligible products.

The bonus Equifax Credit Protect offer is only valid for the following eligible products:

  • Norton Identity Advisor Plus
  • Norton 360 Advanced

The eligible product listed must be downloaded and activated prior to claiming. The offer is not valid in conjunction with any other bonus offer(s). For the avoidance of doubt, the offer is not valid for Not For Resale, academic or upgrade purchases, site licenses, purchases online and referral trial subscription from the Norton Store.

Your Norton subscription is linked with a 12-digit serial number. Follow the steps below to find your serial number once you have activated and installed a Norton Identity product.

Visit https://manage.norton.com and sign in to your account

  • Launch your Norton 360 product.
  • Click “Open” next to “Device Security”.
  • Click “Help” in the top right-hand corner of the Security window.
  • In Help Centre, select “About”.
  • Capture the 12-digit serial number.

You can find the number of days remaining on your current Norton subscription in the top left of your Norton product application as below:

If you have time left on your current subscription, this doesn't mean you have to miss out on the offer.

To claim the offer you have to install and activate your new Norton Identity product.

Go ahead and install your new Norton product and then submit your claim online. Then contact Norton Customer Support and ask to have the remaining days on your old subscription transferred to the new one.

Please note: If your current Norton subscription is not the same product as your new one, the balance of remaining days may be different when transferred to the new product.

If you are having difficulty redeeming your offer via the home page, please copy/paste this link into your web address bar. https://claim.norton.com/SORC3/main/index.php

The promotion code for this offer is CRSCredit0124

Type the code exactly as you see it, all lower case, no spaces, don’t use the letter "o" instead of zero.

Once you have successfully submitted your claim, you should see a Confirmation Screen and receive a Confirmation Email to the email address you’ve entered.

Your Confirmation Email will contain your unique Equifax Credit Protect (12-month) subscription code as well as instructions to redeem.

There are two possible reasons for receiving this error message:

  1. The code you typed was incorrect. It should be the code shown shown in “What is the Promotion Code I need to use?” above. Please try again, making sure you type the code exactly as you see it, i.e. all lower case, no spaces, don’t use the letter O instead of zero.

The system is very sensitive and your key can be returned as invalid if you type one digit incorrectly.

  1. You must enter all 12 digits
  2. Make sure you enter each digit exactly as you see it – UPPER CASE letters, and numbers
  3. Ask a friend or relative to read the key aloud as you type it
  4. Do not confuse the numeral six “6” with the letter “G”, or eight “8” with the letter “B”, etc

Error: The serial number you have entered appears to be incorrect"

You may have received this message because you mis-typed your serial number. If you have just one digit wrong, or have a couple of them in the wrong order, you will receive this message. Please refer to “Tips on entering your serial number” above for tips on entering your serial. Otherwise you received this message because you have not completed the installation and activation process for the product; or you may be using the serial number from an older subscription. Please confirm that you have activated your new product before you try entering the serial number again. To confirm activation of a new Norton product, open the Norton program’s main window and check your Subscription Status/Days remaining at the bottom of the screen.

Error: “Sorry, the serial number you have entered is not for a product participating in this offer”

You may have received this message because your product is not eligible under this particular offer. Go back to the Home page to check the eligible products for this offer.

Error: “Sorry, the serial number you have entered has already been used to claim for this offer”

A serial number can only be used once to make a successful entry for any one promotion. If you are certain you have not submitted a claim before using that serial number, please email your product serial to PacificConsumer@gendigital.com and we will check into it for you.

When the online claim process is finished, you will see a confirmation screen with your claim receipt number and details as entered. Please note down this receipt number as a reference if you have any queries about your participation in this promotion. You should also receive an email with the same information.

If you did not get the confirmation screen, you may not have clicked the final SUBMIT button and we may not have captured your claim. To check, try going through the process again. If the system accepts your serial number again, the original claim was not registered. Please resubmit.

If you did not receive a confirmation email, it may be because your email address was entered incorrectly. Please email us at PacificConsumer@gendigital.com with your serial as a reference, to advise the correct email address and request your confirmation number.

Please email any updates that need to be made to your claim to PacificConsumer@gendigital.com quoting your serial number and claim receipt number.

If you have a question about the status of your offer claim, please email it to PacificConsumer@gendigital.com, with your serial number and claim confirmation number so we can check for you.

Please allow up to 8 weeks for your claim to be processed.

Once the claim is processed you will get an email with your unique Equifax Credit Protect (12-month) promo code and instructions on how to redeem it.

Please ensure you provide accurate details as we are unable to re-supply a code if you provide an incorrect email address.

You will receive your Equifax Credit Protect (12-month) promo code by email. Please enter your email address correctly, as we cannot reverse or resupply any claims that have been processed.

If you have successfully installed and activated your Norton product and completed your claim correctly (you should see a confirmation screen after you submit your claim) you will receive your Equifax Credit Protect (12 months) promo code to your email within 8 weeks.

Once you have received your Equifax Credit Protect (12 months) promo code, please copy it (Control C) and go to https://www.equifax.com.au/nortonoffer and paste it (Control V) into the promotion code field and follow the prompts to activate your Equifax Credit Protect (12-month) product. The terms and conditions for use of the Equifax Credit Protect promo code are bound by Equifax. You can view T&Cs for usage at:https://www.equifax.com.au/credit-identity-terms

If you are having trouble using your Equifax Credit Protect (12-month) promo code, and it doesn’t work, please contact Equifax support via online form at https://www.equifax.com.au/contact or call us on 13 8332 (option 2) during business hours. Please note that Equifax will not charge you for product support.

This is our promotions team inbox, and we may contact you requesting more information to complete your claim. Your prompt response allows us to process and validate your claim quickly so you can receive your Equifax Credit Protect (12-month) promo code shortly after.

If you haven’t received a confirmation email but have reached the confirmation screen (after clicking submit), please email PacificConsumer@gendigital.com quoting your receipt/transaction number.

You need to activate your Norton product in order to be eligible to claim for the Equifax Credit Protect promo code offer. Once you receive your promo code, you will need to activate it on the Equifax website at https://www.equifax.com.au/nortonoffer within 90 days or you will forfeit the usage of your code. We cannot resupply codes that have expired.

If you have a technical problem related to the Norton product you purchased, please contact the Norton support team who can help you free of charge. Details can be found on the “Need Help” page. Please note that Norton will never charge you for product support.

If you are having trouble using your Equifax Credit Protect (12-month) promo code, please contact our Norton Promotions Help Desk at PacificConsumer@gendigital.com as your first point of contact. If the promo code still does not work, please contact Equifax support via online form at https://www.equifax.com.au/contact or call us on 13 8332 (option 2) during business hours. Please note that Equifax will not charge you for product support.