FAQ: Security incident involving your Norton account

You may have received the notification in English. This was done to expedite this communication, and we apologize for any inconvenience. The following document will address most questions regarding the content in the email.

If you received an email titled "Security Incident Involving Your Norton account" asking you to reset or recover your Norton account password, it was sent by Norton because we noticed suspicious activity on your account that suggested the account password could have been compromised. Norton took this step as a security precaution and to inform you about the potential risk to your account.

Below are answers to common questions. If you have additional questions or need assistance, contact Norton Support.

How do I reset my Norton account password?

  1. Go to your Norton account Forgot Your Password page.

  2. Type in the email address that you used to purchase or create your Norton account.

  3. Click Continue.

  4. You will receive an email with password reset instructions. The message comes from norton@symantec.com.

How can I confirm if this email was from Norton?

  • Use the details of the email listed below to confirm it is legitimate.

    • Sender: norton@nortonfromsymantec.com

    • Subject line: IMPORTANT: Security Incident Involving Your Norton account

      Links in the document point to the domain: http://response.nortonfromsymantec.com

How was my account compromised ?

  • We are continuing to investigate the cause of this incident.

What information could have been exposed?

  • Your Norton account does not display your full credit card number or store or collect social security numbers. Examples of personal data that might be seen in your Norton account include your name, billing address, the last 4 digits of your credit card and expiration date, and your Norton product license keys.

What do I do if I have additional questions or if I am unable to recover access to my account?

Thank you!

Thank you for using Norton Support.

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DOCID: v80767726_EndUserProfile_en_us
Last modified: 09/04/2017