URGENT: Account locked due to broken 2FA – no chat or phone options available

[user13409]

Issue: My Norton account is locked due to a 2FA failure.

Detailed Description: I was trying to log in to my Norton account for months. Once it hits the 2FA page to send an SMS code to my mobile, it goes into an infinite loop of excessive attempts. Have tried all pages and am not able to get any contact numbers or online chat to assist in troubleshooting and resetting the 2FA. The Contact Support page shows no chat or call options. I need a Norton employee to initiate manual account recovery / 2FA reset. Please contact me through email and not phone number due to time differences.

Product & version number: Norton™ 360 Deluxe

Reference #: XXXXXXXXXXXXX

OS details: Windows 25H2

[bjm]

@user13409

My Norton account is locked due to a 2FA failure.
I was trying to log in to my Norton account for months. Once it hits the 2FA page to send an SMS code to my mobile, it goes into an infinite loop of excessive attempts. Have tried all pages and am not able to get any contact numbers or online chat to assist in troubleshooting and resetting the 2FA. The Contact Support page shows no chat or call options. I need a Norton employee to initiate manual account recovery / 2FA reset. Please contact me through email and not phone number due to time differences.

Hello @user13409
Are you United States or Canada?

That sounds less like the user entered the wrong code repeatedly, and more like Norton’s 2FA workflow itself is malfunctioning or rate-limiting incorrectly. If the SMS page is continuously re-triggering verification attempts, Norton’s security system may eventually lock the account automatically to prevent abuse.

• Only Norton Support can manually reset or remove 2FA on a locked account.
• Community forum volunteers cannot initiate account recovery.
• Norton employees generally do not contact users proactively from forum posts, especially for account-security issues.

Only Norton Support can manually reset or recover a locked account with 2FA issues.

Try the official Contact Support page in another browser or private/incognito mode, since ad blockers or script/privacy settings sometimes prevent the chat/call options from loading:
https://support.norton.com/sp/en/us/home/current/contact

If the SMS verification page is looping continuously, Norton’s security system may have temporarily locked the account automatically.

You can also try contacting Norton Support through their official X/Twitter support account:
https://x.com/NortonSupport

Do not post your email address, phone number, subscription key, serial number or codes publicly on the forum.

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[bjm]

Hello @user13409
Care to share your progress