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@nortonlifelock.com

If you have purchased any eligible products from the Eligible Product list below from a participating New Zealand retail store between November 20, 2023 – December 31, 2024 inclusive, you are eligible to redeem a $15 cashback (delivered by EFT). Please refer to the below list of Eligible products and Cashback value.

The $15 cashback offer is only valid for the following eligible products:

  • Norton 360 Standard 1 Device
  • Norton 360 Standard 3 Devices

The eligible products must be purchased from participating New Zealand retail stores between November 20, 2023 and December 31, 2024 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 licenses, purchases online and referral trial subscription from the Norton Store.

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 product application as below:

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 20, 2023 to December 31, 2024 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?info=pb

The promotion code for this offer is cashbackpbtech

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 December 31, 2024 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 20, 2023 to February 18, 2024 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.

To claim the offer online from NortonLifeLock, you must install and activate the purchased Norton product, then submit a cashback claim before 11:59pm AET February 18, 2024. Claims after December 31, 2024 will be deemed invalid. Cashback stickers with expired dates are deemed invalid.

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 20, 2023 to December 31, 2024 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.