False Positive Escalation Required: CertifyMe Production Domains Still Incorrectly Flagged by Norton Safe Web

[Ranjith_THARAYIL]

Hello Norton Safe Web Team,

We are requesting a manual review and escalation of what appears to be a persistent false positive affecting multiple CertifyMe domains.

Affected Domains

• www[dot]certifyme[dot]online

• app[dot]certifyme[dot]online

• credential[dot]certifyme[dot]online

• my[dot]certifyme[dot]online

We have submitted multiple false-positive requests through the official Norton submission portal over the past several weeks. Unfortunately, there has been no change in the website reputation, and we have not received any technical explanation for the continued warning. Norton recommends using the submission portal for false positives, and we’ve followed that process repeatedly.

About CertifyMe

CertifyMe is a legitimate digital credential and certificate management platform trusted by educational institutions, universities, training organizations, and enterprises.

Our platform enables organizations to issue, manage, and verify secure digital credentials and certificates. Every day, users from multiple countries access our platform to verify credentials, making website availability and trust critical to our customers’ operations.

The current Norton warning is creating unnecessary concern for legitimate users and negatively impacting organizations that rely on our platform worldwide.

Independent Security Verification

To ensure there are no security issues, we have completed extensive independent security reviews.

Our findings include:

• Google Search Console reports No Security Issues Detected.

• Google Safe Browsing / Google Transparency Report does not identify our domains as unsafe.

• Sucuri SiteCheck reports no malware or blacklist issues.

• Our infrastructure is hosted on AWS CloudFront and Amazon S3 using HTTPS with valid SSL certificates.

• Manual inspection found no malicious JavaScript, hidden redirects, injected code, or suspicious iframes. The only iframe present is the standard Google Tag Manager noscript implementation.

• The domains have been registered and operating since 2019.

Screenshots and reports from Google Transparency Report, Google Search Console, VirusTotal, and Sucuri SiteCheck are attached for reference.

Request

We respectfully request that the Norton Safe Web / Threat Labs team:

1. Perform a manual review of the affected domains.

2. Confirm whether the current warning is based on historical reputation or current content.

3. Share any technical indicators or evidence that caused the classification so we can investigate further if necessary.

4. Remove or update the warning if the domains are confirmed to be clean.

We are committed to maintaining the highest security standards and are happy to provide any additional technical information, server logs, deployment details, or verification required to assist your investigation.

Thank you for your time and assistance. We appreciate your help in resolving this issue as quickly as possible, as it directly affects our customers and partners around the world.

[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.

• 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.

False detection reported through a “Threat Secured” notification popup is strictly path-specific.

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).

========== == ========== == ========== == ==========

Note: site owners cannot open a direct support ticket (chat or phone) for false positive issues without an active paid subscription.

• 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 or phone escalation if the automated review stalls.

1. Primary Venue: The Safe Web Dispute Portal

This is the official channel for all site owners (paid or free).

• 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.

2. Escalation Venue (If the Portal Stalls)

If the automated review does not resolve the issue within 48 business hours , verified owners have two specific escalation venues that function as alternatives to a standard support ticket:

• The Norton Community Forums (Safe Web Board):
  • This is the most effective “human” venue for non-subscribers. Norton employees (often identified as “Norton Employee” or “Symantec Employee”) actively monitor the Norton Safe Web forum section.
  • 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 threat intelligence team.
• Phone Support (With Specific Script):
  • While you cannot open a new ticket, you can call general support (e.g., 1-800-745-6061) if and only if you explicitly state: “I am a verified site owner. I have already submitted a dispute via the Safe Web portal more than 48 hours ago, and it has not been resolved.”
  • Agents generally cannot help with new site issues without a paid subscription, but they often have a protocol to escalate existing, stalled dispute cases to the Safe Web team manually.

[Ranjith_THARAYIL]

Thank you for the detailed explanation.

I have already completed the steps you’ve described.

• I verified ownership of the CertifyMe domains through the Norton Safe Web Owner Portal by adding the required verification meta tag.

• I submitted multiple Verified Owner Site Disputes (not just public URL submissions) covering our production domains.

• More than 48 business hours have passed since the submissions, but the Safe Web status has not changed and no additional information has been provided.

I also attempted to contact Norton Support to request a manual escalation. However, I was unable to open a support case because support requires an active Norton subscription to create a support ticket. As a result, I currently have no way to obtain a case number or request an escalation, despite being a verified site owner.

At this point, we appear to be stuck in a loop:

• The Safe Web Owner Portal accepts the dispute but provides no status updates or escalation path.

• Support requires a support case for escalation.

• A support case cannot be created without an active Norton subscription.

Could a Norton moderator or someone from the Safe Web / Threat Labs team please assist with a manual review or advise how a verified site owner without a Norton product subscription can escalate a Safe Web false positive?

[Ranjith_THARAYIL]

[Ranjith_THARAYIL]

[Ranjith_THARAYIL]

[Selvakumar.S]

Hi @Ranjith_THARAYIL

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

Thanks !

[Ranjith_THARAYIL]

Hello Norton Safe Web Team,

I would like to sincerely thank you for your assistance in resolving the false positive affecting our CertifyMe domains.

We appreciate the time and effort your team took to review our submission and update the Safe Web classification. The prompt resolution has helped restore confidence for our customers and partners who rely on our platform every day.

Thank you as well to the Norton Community moderators and support team for helping escalate the issue and ensuring it reached the appropriate team.

We truly appreciate your professionalism and support throughout the process.

Kind regards,

[bjm]

@Ranjith_THARAYIL

I also attempted to contact Norton Support to request a manual escalation. However, I was unable to open a support case because support requires an active Norton subscription to create a support ticket. As a result, I currently have no way to obtain a case number or request an escalation, despite being a verified site owner.

Hello @Ranjith_THARAYIL
Thank You for confirming:
Even with a free Norton account, you cannot initiate a direct support ticket (chat or phone) for site ownership issues without an active paid subscription.

Even for false positives, Norton strictly enforces the policy that live agent support is reserved for paying customers.

I need to amend my boilerplate.
Thanks