Note: after submitting dispute and waiting 48 business hours with no change. Please contact Norton support and advise support that you’ve submitted dispute and waited 48 business hours. My understanding is…once you state that you have already submitted False Positive over the submission portal and waited 48 business hours…support agent shall take the URL and detection screenshot and advance the case.
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Use the Formal Submission Portal If the Safe Web form isn’t giving you updates, try the dedicated Norton Submission Portal. This system is often more robust for tracking false positive reports and typically provides better feedback loops. Verify Site Ownership Ensure you have officially “claimed” your website within the Safe Web portal. Verified owners generally have access to a dashboard where they can see the status of their site and any pending disputes without relying solely on email notifications. The “48-Hour Rule” Norton Community recommendation is to wait at least 48 business hours. If the status of your site has not changed on the Safe Web public lookup after this time, it likely means the dispute is still in the queue or was not processed. Escalate to Norton Support If you haven’t received an email or a status change after 48 hours, contact Norton Support directly. Explicitly tell the agent: “I have already submitted a site dispute via the Safe Web portal more than 48 hours ago and have received no email notification or status update.” This often prompts them to escalate the ticket manually.
Hi @bjm thanks for looking into this. Tests using a iPhone (with WebSafe enabled) and Firefox (with the WebSafe add-on enabled) have passed - these are both now loading the site with no security blocks.
I’ll monitor and confirm with some of the customers who reported it initially.
I’d still love to try and understand the initial trigger for this, so that I can update the Shopify theme accordingly if needed. I’ll follow the Alert ID - 4c754a0d1fd5 and see if I can get some more information.
Canada
