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Issue abstract:
Detailed description:I am a long-time Norton user, and I would like to provide feedback regarding the current two-factor authentication (SMS verification) system.
Recently, while managing my account settings and subscription-related procedures, I encountered a serious usability issue involving SMS-based verification.
Although the verification codes themselves were entered correctly, repeated authentication requests within a short period resulted in my SMS verification being locked for 24 hours, preventing me from continuing necessary account operations.
I understand and appreciate the importance of strong security measures. However, the current system appears capable of restricting legitimate users simply because they are:
· navigating support pages
· reviewing subscription information
· retrying logins
· requesting verification code resends
· accessing multiple account pages
within a relatively short time.
The following points were particularly difficult from a user perspective:
· The lock conditions and thresholds are unclear
· Remaining attempt counts are not displayed
· The unlock time is not clearly indicated
· Users may become re-locked before reaching support assistance
· Guidance toward authenticator app usage appears limited
Fortunately, the issue was eventually resolved thanks to the assistance of Norton Japan support staff. However, I believe many general users may struggle to understand the cause of the lock or how to avoid it.
As suggestions for improvement, I respectfully ask Norton to consider:
Product & version number:
OS details:WINDOWS11 25H2
What is the error message you are seeing?NONE
If you have any supporting screenshots, please add them: