I report a False Positive on my website for months and no action or communication

[AngelLuis_Gonzalez]

Issue abstract: Even though I report a False Positive on my website for months, no action or communication has happened.

Detailed description: Even though I report a False Positive on my website for months, no action or communication has happened, and this is unacceptable. This is so bad that we can’t access our own company website and had to remove Norton from all our conpany computers.

Are there any humans behind the “Report False Positive” tool???

[bjm]

@AngelLuis_Gonzalez

Even though I report a False Positive on my website for months, no action or communication has happened, and this is unacceptable. This is so bad that we can’t access our own company website and had to remove Norton from all our conpany computers.

Hello @AngelLuis_Gonzalez

Care to share website domain name | address (space name to break link)

+++++++++++++++++++++++++++++++++++++++++++++++++++++++++

• 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.

• 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 escalation venues that function as alternatives 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 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 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.

[AngelLuis_Gonzalez]

Thank you. I followed the recommended steps and veryfied my ownership, and resubmitted a request for a review of this false positive.

Everyday that passes the damage caused by Norton’s mistake increases, so we are absolutely unimpressed with the lack of responsibility and quick action for such inappropriate behaviour, a behaviour that relies on the user to be rectified.

Do you have a Phone Support numeber for Ireland or one that I can call from Ireland?

[AngelLuis_Gonzalez]

The website is http:// image.museum

we have found you as the only vendor out of dozens listing our site as not safe. See Virustotal results for this URL (I cant paste the URL)

[Selvakumar.S]

Hi @AngelLuis_Gonzalez

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

Thanks !

[AngelLuis_Gonzalez]

It seems to be resolved now, at least from my location. Thank you. I will ask my peers to check in different continents.

[bjm]

https://image.museum/

[AngelLuis_Gonzalez]

Thank you Guru bjm to prove to me that my hard work emailing, posting in the community and pestering everyone I could has finally corrected Norton’s negligent missrepresentation of our also very hard work. I hope you guys Guru yourselves out of this nonsense and stop bothering the human race.

[bjm]

• Product Suggestions
• We’d love your feedback!

Welcome to the Norton Community!
Regards w Respect

[AngelLuis_Gonzalez]

I have done plenty of free labour as it is. However, if Norton have a budget to pay for my suggestions and feedback, I would love to conbtibue this conversation.

Appreciate that I have no idea of who you are and your connection with Norton, so apologies if I sound too sharp and upset as it is not directed to you but to Norton. Thank you for trying to help.