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Support policy for Norton products from service providers
Some service providers offer Norton products to their customers as an added service. These products are generally referred to as Partner Managed Subscriptions (PMSS products).
If you have not purchased your Norton product from the Norton website, knowing who your service provider is will help you identify the correct support personnel for billing or technical queries.
As Norton products are bundled with their offering, it is normally the service provider who has access to your subscription information and details to help you further. Service providers are trained to support Norton products and can help you. Contact your service provider for support queries.
How to recognize the product received from service providers
To identify whether your Norton product qualifies as a Norton Online Services product, choose one of the following sections:
From the product window
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Open your Norton device security product.
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Click on Settings and then select the About tab.
This will open up a panel with product-specific information and should also provide you a section that highlights the vendor name.
If your product displays a service provider logo in the name, then it refers to a Norton partner layout specifically designed for the service provider.
Online naming convention does not apply to Mac products.
Service provider's logo
Norton products provided by service providers are often co-branded, meaning your Norton product window will display the service provider's logo.
Product PIN
You may have received a PIN from your service provider in a welcome email. This PIN is a 13-character long activation key and will enable you to activate your Norton product.
In some cases the PIN will be injected in the download link from your service provider. If the download link you received from your service provider contains a 13-digit Pin, it points to a Partner Managed Norton product. In most cases, your service provider rather than Norton will therefore be responsible for supporting you.
How to get support
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Open your Norton device security.
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On the left pane, click Settings.
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In the Settings window, navigate to Troubleshooting > Repair Norton.
Once the repair is complete, you will be prompted to restart the device.
If you cannot find a solution in the support website, click Contact Us on the top-right corner of the website. This will route you to the respective partner webpage and they will be able to assist you further.
In some cases the product may not be configured to route to your service provider's help pages. It will instead route to a generic service provider window reminding you to contact your service provider for support.
Last modified: 02/18/2025
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