False Negative unaswered for over 3 months

[Philippe_Albert]

Hi all,

A legitimate website I manage (informe.live, a news aggregation app) has been flagged as malware/suspicious in Norton Safe Web / Norton’s threat database for the past 2-3 months.

What we’ve done so far:

• Submitted the false-positive report through Norton’s official portal 3 times over the past 2-3 months—no response at all, not even an automated status update
• Migrated the entire site to a fresh, dedicated setup (new registrar, new proxied hosting via Cloudflare, new IP addresses) specifically to move away from a shared IP range that seems to have been the original source of the flag
• Verified the technical/SSL configuration is fully correct (A+ on SSL Labs)

Despite all this, the site is still showing as blocked for Norton users, and the threat database doesn’t seem to reflect any of the changes made.

Is there anyone here (moderator or otherwise) who can help escalate this to the Safe Web / threat intelligence team, or point me to a channel that actually gets a response? Happy to provide the domain and any technical details needed to verify this is a legitimate site.

Thanks in advance.

[bjm]

• Norton Submission Portal is used for submitting false positive reports.
• Verified site owners generally have access to a dashboard where they can see the status of their site and any pending disputes.
• If the status of your site has not changed – on the Safe Web public lookup – after 48 business hours – contact official 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 not received a status update.” This often prompts support to escalate the ticket manually.
  Note: an active paid subscription is required to open a direct support ticket.

• Norton Submission Portal does not send automated confirmation or status update emails, even when an email address is provided.
  If the review determines the detection was indeed a false positive, Norton typically releases updated definitions to address it within 48 hours without specifically notifying the submitter.

Submitting through the official portal at submissions.norton.com evaluates only the specific URL path you type into the box. It will not trigger a domain-wide rescan.
Domain-wide rescan request can only be triggered by the site owner who has verified their site.

By forcing owners to go through the Norton Safe Web Owner Portal and place a cryptographic meta tag into the website’s HTML, Norton filters out general traffic noise. This verification ensures that a real human analyst or a resource-heavy, top-to-bottom structural recursive domain crawl (/*) is only deployed for authenticated administrators who legally control the domain platform.

A public guest submission is simply an automated single-point string fix. Only a verified site owner filing an official site dispute can break through that automation to clear an entire domain tree.

• Unverified Public Submissions resolve symptoms (individual web links).
• Verified Owner Site Disputes resolve the root cause (the entire domain-wide wildcard status).

• Verified Site Owners: Once you verify ownership (via HTML file or meta tag) in the Norton Safe Web portal, you gain access to the “Re-evaluate my site” button for your entire domain. This triggers a comprehensive scan of the root domain and its subdomains.
• Retail Users (General Public): Users without verified ownership can only submit a specific URL for review via the general “Submit a website” form. This submission is limited to the single URL provided and does not trigger a full domain-wide scan, nor does it grant the user access to ownership tools or status dashboards.

This distinction ensures that only authorized administrators can request broad reputation changes for a domain, preventing malicious actors from manipulating ratings for sites they do not control.

The primary escalation path for verified owners is a two-step process involving an automated form followed by community escalation if the automated review stalls.

Primary Venue: The Safe Web Dispute Portal
This is the official channel for all site owners.

• Action: Log in to your free Norton account, go to the Site Dispute tab, and click “Re-evaluate my site.”
• Function: This submits your case to the automated review queue. Verified owners can see the status of this dispute in their dashboard.
• Limitation: You cannot speak to a human agent during this initial submission.

Escalation Venue (If the Portal Stalls)
If the automated review does not resolve the issue within 48 business hours, verified owners have escalation venue that functions as alternative to a standard support ticket:

• The Norton Community Forums:
  • This is the most effective “human” venue for non-subscribers. Norton employees actively monitor the Norton Community Forums.
  • Procedure: Post a thread detailing your URL, stating you are a verified owner, and noting that your dispute has been stuck in the portal for more than 48 hours. Staff frequently manually escalate these forum posts to the team.

[bjm]

@Philippe_Albert

A legitimate website I manage (informe.live, a news aggregation app) has been flagged as malware/suspicious in Norton Safe Web / Norton’s threat database for the past 2-3 months.

Hello @Philippe_Albert
We’ll try to call attention:
https://informe.live/

Threat name: URL:Blacklist
URL: informe.live
Detected by: Web Shield | URL scanning
Alert ID: 6ec6dd413951
Alert ID: 2b1b352ef80a

9fa3407ed315/2026-08-26T11:58:12.796Z
7efef65b0fc8/2026-08-26T12:15:00.165Z

9fa3407ed315/2026-08-26T11:58:12.796Z
7efef65b0fc8/2026-08-26T12:15:00.165Z

[bjm]

https://informe.live/

virustotal.com

sitecheck.sucuri.net

abuseipdb.com
We resolved the domain informe.live to IP address 172.67.221.65
172.67.221.65 was not found in our database

osprey.ac/check/
Unsafe 2 providers flagged this URL
URL https://informe.live/
Last Scan Just now

[bjm]

https://informe.live/

653e82b4c193/2026-08-27T00:09:20.936Z
7c20bee21615/2026-08-27T00:22:45.377Z

[Selvakumar.S]

Hi @Philippe_Albert

Thank You for reporting the issue on Norton Community. The reported url is now resolved as False Positive. Could you please check now?

Thanks !

[bjm]

https://informe.live/