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Emerging Threats

Norton email scams: Answers to Your Frequently Asked Questions (FAQs)

April 28, 2022

If you receive a suspicious email, you probably have questions, like, “Is this email legitimate?”

That is a question some Norton customers and others are asking now. Leveraging Norton trusted name in consumer Cyber Safety, scammers are impersonating Norton through fake emails designed to trick consumers and steal their money and personal information.

Some scam emails warn recipients that their Norton subscription was renewed or include a fake invoice that payment for their subscription was successful. Others warn that the recipient’s computer was infected or their antivirus settings have expired.

You might have questions about how to identify the scam, how it works, and what to do if you are tricked. Find answers to those questions and a few helpful tips below. 

Quick tips

  • A healthy amount of scepticism when reviewing any email, text, or phone call can help you avoid falling victim to a scam.
  • If you have a suspicious email with Norton branding in your inbox, do not respond, download attachments, or click on any links in the email. First, go to this verification link to find out if the email is legitimate.
  • For an overview of other Norton or LifeLock email scams, check out this article. To report a Norton  email scam, forward the email here as an attachment: spam@nortonlifelock.com.

FAQs (frequently asked questions)

How does the recent Norton scam work?

Scammers send you an email saying your Norton account is expiring or it is time to renew your subscription. The fraudulent message may ask you to call a bogus customer support number or urge you to click on a link. The goal is to steal your money or personal information.

How do I tell if the email is legitimate or fake?

Scam emails often look genuine because they may closely copy Norton branding and style. If you are suspicious of the email, you can contact Norton directly or access My Norton portal. Clues that indicate an email is fraudulent include misspellings, urgency, or threat. If you are not sure if the email you have received is real, here are some tips to help.

What are signs of a scam email?

Scam emails can include warnings about expired antivirus settings or an infection on your computer. They can also falsely state your Norton subscription was renewed and may include a fake invoice or billing information. Most include an urgent request that you contact someone, ask you to sign on to a fraudulent site, open an attachment, call an 800 number, or respond with personal or account information.

Is it safe to call the customer support line in the email?

No. Scam emails that include a customer support number will connect you to a scammer. Any information you provide — personal or payment — will likely lead to financial loss or identity theft.

How else do scammers impersonate Norton?

You might receive phony scam emails, text messages, and phone calls. Scammers may seek to steal your personal information or money through some form of payment. Whether you are a Norton customer or not, it is smart to learn about phishing emails and texts.

What is Norton doing about scams using the Norton brand?

Norton works to block, shut down, and prevent this abuse. Keep in mind, scammers develop new ways to avoid detection and defraud people.

How do I verify that an email from Norton is legitimate?

You can find help by going to this verification link to find out if the email is legitimate.

Worth noting: Norton may use email or direct mail to keep you informed about the latest offers, announcements, and product and services updates from Norton. Norton Affiliates may also send emails or mails about various offers or promotions on Norton products and services. These may contain trademarked Norton images. You should never provide personal or confidential information to a sender or webpage that you do not know or trust. 

Can I get a computer virus from a scam email?

Some spam emails using Norton, LifeLock, or NortonLifeLock names include offers with fake links to buy or renew antivirus or other security services. Those links take you to sites controlled by the scammer and could lead to installing malware on your computer.

What are other tips to help avoid Norton scams?

Be careful when using popular search engines to find customer-support phone numbers. Why? Scammers run advertising or create websites that result in fraudulent search engine results, which can also lead to fake tech support phone numbers. Make sure you access https://norton.com by typing it directly into your browser.

Where do I go for legitimate customer support?

Navigate directly to the Norton or LifeLock member portal to seek tech support. You will never receive an unsolicited call from Norton Member Services & Support to fix issues with your computer for money. When in doubt, type https://support.norton.com in your browser bar to get help.

What if I've been a victim of a Norton email scam?

If you have been tricked into clicking a suspicious link or opening a malicious file, you need to have your computer examined for malware. Once cybercriminals have remote access to your computer, the potential for identity theft and financial losses increase. If possible, use a separate device to locate a reputable source of technical support, as some malware will prevent you from browsing to a legitimate antivirus site.

How do I report a spam or scam email to Norton?

Forward the suspected spam or scam email to spam@nortonlifelock.com. A few things to note:        

  • In the email subject line, mention the case number provided by Norton Support (ignore if you do not have one).
  • Email submissions are subject to manual or automated review.
  • The spam@nortonlifelock.com email address does not send additional updates.
  • It is preferred to send the email samples as an attachment to avoid the loss of key content of the message,  which is required for analysis. 

Norton analyses the scam emails you provide to help improve its product and services, and help keep you Cyber Safe.

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