Many Norton offerings come with an additional benefit called the Norton Virus Protection Promise, which includes access to Norton experts who can work with you to diagnose and remove viruses should you run into any problems during your subscription. In the unlikely event that Symantec is unable to remove a virus from your device, you may be entitled to a refund of the Norton subscription or Norton bundle (as applicable).
For more information, see Terms & Conditions.
These steps are for the current version of the Norton products. If you have an older version or if you do not know your version, go to Norton Update Center.
Norton Virus Protection Promise availability is displayed under the eligible subscription in the Services tab when you sign into your Norton account.
Sign in to Norton account.
In the Services page, select the subscription and check to see if the Norton Virus Protection Promise is available.
Under Benefits Include, Norton Virus Protection Promise will be displayed.
If you think your computer is infected, we recommend that you run a Full System Scan using your Norton product. If Full System Scan does not solve the problem, you can use Norton Power Eraser to quickly detect and remove the threats.
If you think that your computer is still infected or the infection is not removed, proceed with the below steps.
Thank you for using Norton Support.