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

If you have activated your bonus 60 day Norton 360 Standard trial offer provided on your JB HiFi Instant Deals Docket when you purchased your device, you are eligible to claim a bonus $40 JB HiFi eGift Card.

If you have activated your bonus 60 day Norton 360 for Mobile trial offer provided on your JB HiFi Instant Deals Docket when you purchased your device, you are eligible to claim a bonus $20 JB HiFi eGift Card.

After you made your hardware purchase in store, JB HiFi provided you a tax invoice and a JB HIfi Instant Deals docket. First, install and activate the bonus 60 day trial.
Then, return here ( https://www.norton.com/anz/jb-gift) to claim your bonus JB HIFi eGift card.
Note: You must claim within 30 days of activation.

Yes. You must activate your bonus 60 day Norton 360 Standard or Norton 360 for Mobile trial in order to receive this offer.

After your claim has been validated by our promotions team, you will receive your JB HiFi eGift Card to the email address you provided during the claim. Please enter your email address correctly as we are unable to reverse any claims.

Following validation of your claim, your bonus JB HiFi eGift card will be emailed to you within 8 weeks from your claim. You may receive an email from our promotions team (PacificConsumer@gendigital.com) requesting further information to validate your claim.

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 eGift Card shortly after.

To contact support, please check our product support page

Your JB HiFi eGift Card can be used at any JB HiFi, retailer. The terms and conditions for use of the gift card are bound by JB HiFi. You can view the T&Cs for usage at: https://support.jbhifi.com.au/hc/en-au/articles/360052939334

Please contact JB HiFi directly for any support issues relating to using your gift card.

You will see a confirmation screen and receive a confirmation email which will advise you’ve processed the claim successfully.

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.

No. Once submitted all claims are final and cannot be changed. Please review all information provided prior to submitting your claim as replacement eGift Cards cannot be issued in the case of error.
Open the Norton program’s main window and check your Subscription Status/Days Remaining in the bottom left of the screen. If you have successfully activated your product, the total remaining days shown should have updated. If this appears incorrect or less than it should be, your product may not have been activated and your redemption claim will not work. Ensure you’ve followed the installation instructions provided with your 60 day trial.

No. You must install and activate this 60 day Norton trial to claim the eGift Card. Claims close September 30, 2024 so make sure you have installed your Norton 360 Standard or Norton 360 for Mobile subscription before this date.

If you are having difficulty reaching the Norton Online Redemption Centre via the button on the How to Claim page, type/copy and paste https://claim.norton.com/SORC5/main/index.php?info=jb1221 into your browser to get to the 1st page of the online system.

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 product key 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 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@gendigital.com with your serial as a reference, to advise the correct email address and request your confirmation number.

If you have product related or technical problem please contact our Norton support team who can help you free of charge. Details can be found here or see the Need Help page.