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FAQ: Norton Screen Care

How does Norton Screen Care offer work?

Norton Screen Care Offer provides mobile screen repair reimbursement at no extra cost* for members enrolled in an active renewing subscription.

  • Activation email: We send you an activation email once you are eligible to register your phone for the Norton Screen Care Offer.

  • Download Norton Device Care app: Once you receive the activation email, download the app on the phone you want to protect. Sign into the app, and you should see a screen that says Norton Screen Care. If you are not seeing this screen, contact Member Services & Support.

  • Register your phone: You must register your phone in the Protection Plan within your qualifying subscription term, and at least 60 days prior to the term's end.

  • Create a claim: After the 30-day waiting period, if your phone screen becomes cracked, have it fixed at the repair shop of your choice. Create a claim from the Norton Device Care app and upload your cracked screen repair receipt. You can then track your claim status and share where to mail your check, all through the easy-to-use app.

*Important Subscription, Pricing, and Offer Details

  • As long as you are enrolled in a qualifying auto-renewing subscription, the Protection Plan is provided at no cost to you for a single device and protects against one covered Failure during the term of your subscription. This loyalty offer may be changed or removed at any time.

  • You must download the app and register a single device to the Protection Plan within your qualifying subscription term, and at least 60 days prior to the term's end. Coverage is subject to a 30 day waiting period.

  • The Protection Plan coverage is offered by Northcoast Warranty Service, Inc., an affiliate of AmTrust Financial Services, Inc., and will either provide repair services or reimburse the cost of repair for registered device(s). This is not an insurance policy. Exclusions apply, see complete Protection Plan in Norton Device Care app.

  • AmTrust's privacy and other policies will apply to use of the app and to any data collected via the app.

  • The Seller of this Protection Plan is NortonLifeLock Inc., 60 E Rio Salado Pkwy STE 1000, Tempe, AZ 85281, United States.

Am I eligible for the Norton Screen Care offer?

You are eligible once your qualifying annual subscription automatically renews [for the first time]. Sign in to your account and check if your subscription status is active. This offer is not valid for residents of Florida or Wyoming.

  • Activation email: We send you an activation email once you are eligible to register your phone for the Norton Screen Care Offer.

  • Download Norton Device Care app: Once you receive the activation email, download the app on the phone you want to protect. Sign in to the app, and you should see a screen that says Norton Screen Care. If you are not seeing this screen, contact Member Services & Support.

  • Register your phone: You must register your phone in the Protection Plan within your qualifying subscription term, and at least 60 days prior to the term's end.

  • Create a claim: After the 30-day waiting period, if your phone screen becomes cracked, have it fixed at the repair shop of your choice. Create a claim from the Norton Device Care app and upload your cracked screen repair receipt. You can then track your claim status and share where to mail your check, all through the easy-to-use app.

Where can I get my phone screen repaired?

Once you register your phone through the Norton Device Care app, if your phone screen gets cracked after the 30-day waiting period, simply get your screen fixed at the repair shop of your choice. Just remember to keep the repair receipt, you'll need it to make a claim for reimbursement.

Check that your receipt includes:

  • Repair date and cost

  • Phone make and model

  • Shop name and address

Initiate a claim in the Norton Device Care app to be reimbursed up to $100, after a $25 deductible has been applied to the original claim amount.

How much will I be reimbursed?

If your claim is successful, you will be reimbursed up to $100, less your $25 Plan deductible applied to the original claim amount.

For example:

  • If your cracked screen repair costs total $125, you will be reimbursed $100 (after $25 deductible applied to the original claim amount).

  • If your cracked screen repair costs total $100, you will be reimbursed $75 (after $25 deductible applied to the original claim amount).

  • If your cracked screen repair costs total $200, you will be reimbursed $100 (after $25 deductible applied to the original claim amount since reimbursement is up to $100).

How will I be reimbursed?

Providing your claim is successful, you will be sent a check for reimbursement to the mailing address you provided in the Norton Device Care app.

Can I mail in my phone for repair?

No, you cannot mail in your phone for repair. Once you register your phone through the Norton Device Care app, if your phone screen gets cracked after the 30-day waiting period, simply get your screen fixed at a repair shop of your choice. Just remember to keep the repair receipt, you'll need it to make a claim for reimbursement.

Check that your receipt includes:

  • Repair date and cost

  • Phone make and model

  • Shop name and address

Can I get screen protection without downloading the Norton Device Care app?

Norton Screen Care coverage is only available through the Norton Device Care app. You can download Norton Device Care app from Google Play or Apple Store.

Do I need to get pre-approval to get my screen fixed?

No, you don't need pre-approval to make a claim for reimbursement. Once you register your phone through the Norton Device Care app, if your phone screen gets cracked after the 30-day waiting period, simply get your screen fixed at the repair shop of your choice. Just remember to keep the repair receipt, you'll need it to make a claim for reimbursement.

Check that your receipt includes:

  • Repair date and cost

  • Phone make and model

  • Shop name and address

I cannot find my phone among the list of eligible phones on the app

iPhone and Android phones that are less than 3 years old are eligible for participation in the Protection Plan. This includes Samsung Galaxy, Sony Xperia, Google Pixel, Oukitel, OnePlus, Nokia, LG, Motorola Moto, ZTE, Xiaomi, Blu, HTC, Asis, Acer, Alcatel, Lenovo, and more. If you cannot find your phone among the list of eligible phone on the app, please contact nortondevicecaresupport@servify.in to check if your phone is eligible for the Protection Plan.

Huawei phones are not eligible for the Norton Screen Care Offer due to restrictions administered by the U.S. Department of Commerce.

I am redeeming the Norton Screen Care Offer for the second time. Do I need to re-register my phone?

Yes, you need to register your phone every year for the Norton Screen Care Offer. This is your opportunity to register a different phone if you upgraded or got a new phone in the past year.

I received a message "Sorry, you're not eligible for this offer"

If you received an activation email from NortonLifeLock, be sure to login using the same email address the activation email was sent to. If problem persists, contact Member Services & Support.

If you have not received an activation email from NortonLifeLock yet, just hang tight! We send you an activation email once you are eligible to register your phone for the Protection Plan. You are eligible after your qualifying annual subscription renews through automatically renewing subscription for two consecutive years.

Sign in to your account from my.Norton.com and check if you have activated subscription renewal.

How many times can I get my cracked phone screen repaired?

You can get your phone repaired one time per subscription term.

I received a message "Oops! Something went wrong"

To fix this problem, make sure that your personal information (first name, last name, street address, city, state, zip code and phone number) is up to date in your account. For detailed instructions, read Update your account settings.

Once you update your account, sign out of the Norton Device Care app and then sign in again. If the problem still persists, contact nortondevicecaresupport@servify.in.

I received a message "Unfortunately the Norton Screen Care Offer is not available for residents of Florida or Wyoming."

While at this time Florida or Wyoming residents are not eligible for this offer, we hope that we will be able to add them in the future. However, protection plans for phones and other devices are currently available for purchase through the Norton Device Care app.

If you received this message by mistake, contact nortondevicecaresupport@servify.in.

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DOCID: v130789673
Operating System: Android;iOS
Last modified: 03/11/2022