FAQ

Please find below a list of common questions.

If your question around promotion support is not listed below or in the Terms & Conditions, please email PacificConsumer@nortonlifelock.com.
For product/technical support, please go to our Get Help page

If you have purchased any of the eligible products from a participating Australian or New Zealand retail store between November 08, 2021 to February 06, 2022 inclusive you are eligible to redeem a $20 or $30 cashback (delivered by EFT).

The offer is only valid for the following eligible products:

  • $20 cashback on Attach and Full Box Norton 360 Premium 2 Devices 1 and 2 Years at all ANZ retailers
  • $20 cashback on Norton Mobile Security 3 Devices only at JB Hifi AU/NZ, Harvey Norman AU and Noel Leeming in NZ
  • $20 cashback on Norton 360 for Mobile 1 Device only at Harvey Norman AU/NZ
  • $30 cashback on Attach and Full Box Norton 360 Premium 3 Devices 1 and 2 Years at all ANZ retailers
  • $30 cashback on Attach and Full Box Norton 360 Premium 5 Devices 1,2 and 3 Years at all ANZ retailers
  • $30 cashback on Attach Norton 360 Premium 10 Devices 1 and 3 Years at all ANZ retailers
  • $30 cashback on Attach and Full Box Norton 360 for Gamers 3 Devices only at all ANZ retailers
  • $30 cashback on Norton 360 Deluxe at Costco only

The eligible products must be purchased from participating retail stores between November 08, 2021 and February 06, 2022 inclusive. The offer is not valid in conjunction with any other rebate or bonus offer(s). For the avoidance of doubt, the offer is not valid for Not For Resale, academic or upgrade purchases, site licences, or for purchases online from the Norton Store.

Australia

  • JB Hifi
  • Harvey Norman
  • The Good Guys
  • Big W
  • Bing Lee
  • Costco
  • Other

New Zealand

  • JB Hifi
  • Harvey Norman
  • Noel Leeming
  • PB Tech
  • Warehouse Stationery
  • The Warehouse
  • Smith City
  • Other

Your Norton product will contain a unique 25 digit product key which can be either located inside your packaging, or if you have installed your product it can be found by logging in to your Norton Account.

Step 1 Visit www.manage.norton.com and sign into your account.

Step 2 Select ‘View Devices’ from the 'Device Security' option.

 

Step 3 Select the device.

Step 4 You will now see the device detail, days remaining and the product key.

You can find the number of days remaining on your current Norton subscription in the top left of your Norton 360 Premium product application as below


if your subscription status only says ‘Active’, roll your mouse over your profile icon next to your account email and select ‘subscription status’, this will display your current subscription status.


After you have upgraded to Norton 360 Premium successfully, you can check the number of days remaining in your subscription as below, in the top left of your My Norton interface.


If this doesn’t work for you, log in to your Norton account at manage.norton.com. Select the device from this main screen, and it will show you the amount of days remaining underneath.

If you have previously used Norton Security Premium, you can easily add your new Norton 360 premium product key to your Norton account.

The renewal process has been updated to the following steps:

  1. Type in your browser address bar: https://www.norton.com/setup
  2. Log in using your current Norton account credentials
  3. Follow the install instructions process on-screen
  4. Once you have activated, your new Norton 360 Premium subscription will commence.

We recommend you familiarise yourself with the new Norton 360 Premium user experience as you will notice it has changed. Select ‘Start Tour’ to learn how to get the best out of your new product.

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

To claim the rebate you have to install and activate your new eligible retail product on at least one device between November 08, 2021 to February 06, 2022 inclusive.

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 cashback1121

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

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.
  2. The offer has closed. The last day to claim the rebate is Saturday, February 06, 2022 at 11.59pm AWST.

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

  1. You must enter all 25 digits
  2. Make sure you enter each digit exactly as you see it – UPPER CASE letters, and numbers
  3. Only enter 5 digits per box; do not enter any spaces or dashes
  4. Ask a friend or relative to read the key aloud as you type it
  5. Do not confuse the numeral six “6” with the letter “G”, or eight “8” with the letter “B”, etc

Error: "The key you have entered appears to be incorrect"

You may have received this message because you mis-typed your product key. 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 product key” above for tips on entering your key. Otherwise you received this message because you have not completed the installation and activation process for the product; or you may be using the product key from an older subscription. Please confirm that you have activated your new product before you try entering the product key again. To confirm activation/renewal of a new Norton product installation, open the Norton program’s main window and check your Subscription Status/Days remaining at the bottom of the screen. See FAQ on activating your product.

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

A product key 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 key, please email your product key to PacificConsumer@nortonlifelock.com and we will check into it for you.

Error: “Sorry, the key you have entered is for a product registered outside of the promotion dates”

You may be using an old product key rather than your new one. Please confirm you are using your new product key (refer to “Where do I find my product key?” above) and try again. If you've confirmed you are using your new product key and that it was activated between November 08, 2021 to February 06, 2022 inclusive, please email your product key to PacificConsumer@nortonlifelock.com to have it checked.

Otherwise you received this message because you have not completed the installation and activation process for the product. Please confirm that you have activated your new product before you try entering the product key again.

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 product key 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@nortonlifelock.com with your product key 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@nortonlifelock.com quoting your product key and claim receipt number.

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

Please allow 6 to 10 weeks for your cashback to be processed.

Please ensure you provide accurate details as we are unable to perform a re-transfer if you supply incorrect bank account details.

You will receive your cashback by EFT direct deposit. Please enter your account number correctly, as we cannot reverse any claims that have been processed.

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

To claim the rebate you have to install and activate your new eligible retail product on at least one device between November 08, 2021 to February 06, 2022 inclusive.

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.

Austman Corp processes the EFT payment on our behalf, and appears as the “Payer”. The description on your transfer may appear as either “PAYMENT” or “Norton CB”. If you have any queries, please contact PacificConsumer@nortonlifelock.com

If you have a technical problem, please contact the Norton support team who can help you free of charge. Details can be found on the “Need Help” page.

Unfortunately, all cashback promotions are bound by legal Terms and Conditions and must be claimed within the stated promotion dates. Therefore, if you have missed out on an older promotion, you cannot redeem it after the promotion close date.