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Get help to resolve your identity theft issue with our Identity Restoration Specialists

Cybercriminals can use hidden dark web sites to make illegal purchases of personal information that can be used to commit identity theft or other crimes. Unfortunately, many people would have no idea what to do should their identity be stolen.

Norton Identity Advisor and selected Norton 360 memberships offer Identity Restoration Specialists to help you each step of the way should you discover you're a victim of identity theft. Our knowledgeable specialists can help you evaluate and address your identity fraud claim with their expertise, and they know the steps to take and calls to make with you to help resolve the fraudulent activity.

We monitor the dark web looking for personal information, such as email addresses, driver's license number, phone numbers, bank account numbers, and more. If exposed, this could be used to commit identity theft or other crimes. We notify you through our easy-to-use app or website and advise you on steps you can take to help protect yourself.

How can a Restoration Specialist help a member?

If your identity is compromised, a dedicated Identity Restoration Specialist can help you.
They can:
  • Help you resolve disputes with merchants and other relevant parties, including credit card companies, financial institutions, government agencies or other official parties

  • Make phone calls with you (varies by region)

  • Assist you with paperwork you might have, from your matter's initiation to its resolution

  • Support you 365 days, 10:00 to 19:00 (for United States); Monday - Friday, 7:00 to 17:00 AEST (for Australia and New Zealand); Monday - Friday, 10:00 to 19:00 (for other regions)

What is Live Member Support: via phone or chat?

You also have access to our Live Member Support team, which can answer questions you have about Dark Web Monitoring and your membership. If you have exposed information on the dark web, they can also provide specific advice about what to do next.

What is the average time for a restoration case to be resolved?

Each case is individual, so time varies based on how complex the case is. We will assign a dedicated Restoration Specialist to work with you on your case from initiation to resolution.

How do I open a restoration case if I am the victim of identity theft?

Please contact Restoration Support if you believe you are the victim of identity theft.

What are the steps in the restoration process¹?

1. File a request: You call our Restoration Specialist to advise us about the potential identity theft.
2. Collect documentation: The Restoration Specialist will gather the information to open a case and then walks you through the next steps.
3. Work with a third-party administrator: Our Restoration Specialist works with a third-party administrator to resolve your case.
4. Provide updates and verify closure: At least every 30 days, our Restoration Specialist provides you an update on the status of your case(s). If the fraud claim is resolved, we ensure that you receive a written confirmation or release letter.
¹Steps may vary per restoration case.

Are there any (technical and legal) limitations that what Restoration Specialist can help with?

Our Restoration Specialist will assist you with contacting merchants and third parties by providing you contact information or on three-way calls, as appropriate.

For more details on our Dark Web Monitoring and how to get the most from your membership by adding your personal information for monitoring, read the following articles:

§Dark Web Monitoring in Norton 360 plans (without LifeLock) defaults to monitor your email address only. Log in to your account to enter more info for monitoring purposes.

*For Norton offerings provided to you by a Service Provider or through channels outside the United States, the LifeLock identity theft protection services and coverage, plan feature names and functionality might differ from the services offered directly by Norton. Please contact your Service Provider for details on their Norton plan offerings.

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DOCID: v134999418
Operating System: Android;Mac;Windows;iOS
Last modified: 02/21/2024