プライベートメールから本アドレスへメールが届かなくなりました

[user13703]

自身のメールサーバー移行を行った際、一時的にメール受信ができない期間がありました。
ノートンアンチトラックのプライベートメール機能で作成したダミーのメールアドレス宛のメールが届かなくなりました。おそらく元々の本メールアドレスが受信できなかったため、配信停止リストに登録されてしまっているものと思われます。登録を解除（配信再開）をお願いするためにサポートチャットへ問い合わせを試みましたが、ブラウザ上で黄色の丸が回転したままチャット画面が起動しません（モバイル通信やシークレットモードも試しましたが同様でした）。

このような場合、配信停止の解除依頼はどのようにおこなえばよろしいでしょうか。アドバイスをいただけますと幸いです。

[bjm]

@user13703

When I migrated my email server, there was a period when I was temporarily unable to receive emails.
I’ve stopped receiving emails sent to a dummy email address created using Norton AntiTrack’s private mail feature. It seems likely that my original email address couldn’t receive the emails, resulting in it being added to the unsubscribe list. I tried contacting support via chat to request unsubscription (resumption of email delivery), but the chat screen won’t launch; a yellow circle just spins in my browser (I tried mobile data and incognito mode, but the result was the same).

In this situation, how should I request the unsubscription to be reversed? Any advice would be greatly appreciated.

Hello @user13703

The yellow spinning circle usually occurs because your browser’s security settings, ad blockers, or a conflicting Virtual Private Network (VPN) are blocking the specific scripts needed to launch the live chat widget.

• Turn off active VPNs: Norton chat servers frequently block or glitch when accessed via VPN connections. Disable any VPN software completely before loading the page.
• Disable ad blockers and tracking protection: Temporary disabling extensions like uBlock Origin, Privacy Badger, or built-in browser tracking protections often allows the script to load.
• Try a completely different browser: If you tried Chrome, switch entirely to Microsoft Edge, Safari, or Mozilla Firefox.

The generic VPN/ad-blocker/browser troubleshooting isn’t wrong, but there is substantial recent Community evidence that Japanese Norton chat itself has been having problems. Therefore, the OP’s spinning yellow circle should not automatically be attributed to their browser or VPN.

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Community hears reports that Norton Chat Support - Japan - is unreachable.
Phone support may be worth trying, although be aware that Norton may require an account verification code. If that code is sent to the email address affected by the Private Email forwarding problem, that could be an obstacle.

One thing I’d try before giving up on Norton Support is Continue as Guest. Norton Community users have repeatedly recommended that option for situations where the user can’t sign in or can’t receive the verification code. In one recent Japanese Community thread, it was specifically suggested to a user who couldn’t receive a Norton passcode.

That may be particularly relevant here: if the OP’s email-delivery problem prevents them from receiving an authentication/verification email, don’t sign in first. From the Norton Support contact flow, look for Continue as Guest, then see whether Chat/phone support can be reached without account-email verification. Community reports indicate that this has been used to get to support when normal authentication isn’t possible.

Of course, if the Japanese chat service itself is currently broken, Continue as Guest won’t fix that underlying problem. But it is worth trying because it potentially removes the verification-code problem from the equation.

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The temporary mail-server outage could have caused Norton Private Email forwarding to fail, and Norton may have subsequently stopped forwarding to that destination. However, there is no published Norton documentation establishing that Private Email automatically places a destination on an unsubscribe/suppression list after a hard bounce.

The mail-server migration could certainly have caused forwarding attempts to fail. However, I haven’t found Norton documentation confirming that a temporary delivery failure automatically places the forwarding address on an unsubscribe/suppression list. That may be what happened, but it would be better for Norton Support to confirm the actual status of the forwarding address rather than assuming that mechanism.

It’s also possible that Private Email uses a conventional forwarding service where persistent delivery failures result in the destination being temporarily suppressed; I haven’t found Norton documentation confirming that this is how their service handles it.

One possible explanation is that the temporary mail-server outage caused repeated delivery failures at Norton’s forwarding service. Commercial email-forwarding systems commonly suppress destinations that repeatedly hard-bounce, so it’s conceivable that the forwarding address remained suppressed even after your mail server was restored. I haven’t found Norton documentation confirming that Private Email uses this exact mechanism, however.

I wonder if you’ve tried deleting the existing Private Email mask and creating a new one after your mail server migration was completed. That would be a useful test.

Creating a new mask should require verification of the forwarding address again. If the verification email still cannot reach your main address, that suggests the problem may be with the underlying mail server/destination rather than an old Norton suppression state.

On the other hand, if you can successfully verify a newly created mask but messages still aren’t being forwarded afterward, that would point more strongly toward a Norton-side forwarding problem.

In other words, I’d be curious whether you’ve actually tried recreating the mask since the mail server became reachable again.

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@user13703

In this situation, how should I request the unsubscription to be reversed? Any advice would be greatly appreciated.

Hello @user13703

Hopefully, Continue as Guest gets you to support:

My Private Email forwarding stopped after my mail server was temporarily unavailable during a migration. The server is now operational. Could you please check whether the forwarding destination has been suppressed because of previous delivery failures, or escalate this to the team that manages Private Email?”

AI sourced content may make mistakes

[bjm]

Hello @user13703
Care to share your progress

[user13703]

こんにちは。昨日、電話でサポートへ相談しました。現在調べていただいています。

[bjm]

Hello @user13703
Thanks for sharing your progress