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Frequently Asked Questions

General

What is Norton Family?

Norton Family is free online service that helps parents to monitor the Internet activities of their children, from anywhere, in real time. Thereby, Norton Family helps parents to protect their children from Internet dangers and lets children practice safe online behavior and develop good online habits.

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What kind of online activities does Norton Family monitor?

Norton Family protects your child with predefined House Rules based on the age and maturity of each child. You can customize these rules to suit the needs of each child.

You can view a summary of all the Internet activities of each of your child. By using the Norton Family Activity summary page, you can do following:

  • View the websites that each of your child visits most often.

  • View the most recent searches that your child performed.

  • View a graphical representation of the category of websites that your child visited.

Will my children know that I’m monitoring them?

Yes, your children know that you monitor their Internet activities. When your children log on to a computer that is running Norton Family, a message appears notifying them that all the activities are monitored. Your children can also view the House Rules that you created for them.

Rather than just blocking websites, Norton Family notifies you when your child attempts to perform an inappropriate Internet activity, and lets you take the appropriate action.

Norton Family notifies you when the credit card information that you have provided is no longer valid or expired. To ensure that your Automatic Renewal service continues without any interruption, it is recommended that you update your credit card information.

What is Norton Family?

Norton Family is a small application that you install on every computer that your children use. Norton Family monitors and manages the Internet activity of your children. Norton Family provides this information to you through Norton Family website.

You can log on to Norton Family at any time from any computer around the world. You must have an Internet connection to log on to Norton Family.

What are House Rules?

Norton Family protects your child with predefined House Rules based on the child’s age and maturity. You can customize these rules for each of your children. House Rules help parents to educate their children about responsible Internet use.

Your children can request you to grant them permission for a specific Internet activity and you can make the appropriate decision. If you allow access to a specific website based on your child’s request, this change is added to the House Rules. The change is applied on the child’s computer.

When you install Norton Family on your child’s computer, the predefined House Rules are downloaded and applied automatically.

How Do I

How do I monitor my child’s Internet activity when I’m away from home?

You can monitor all the Internet activities of your child remotely. Norton Family provides real-time reports on the Internet activities of your child. You can log on to Norton Family website from any computer around the world. You must have an Internet connection to log on to Norton Family.

How do I protect my child from sharing personal information over the Internet?

You can protect the child from sharing personal information such as social security numbers and telephone numbers. When you specify the personal information and turn on Personal Information Protection, Norton Family blocks any attempt to send this information over the Internet.

How can my spouse help me manage the Internet activities of my children?

You can invite your spouse or another adult to manage the Internet activities of your children. Norton Family sends an invitation to them in an email. Your spouse can access Norton Family by clicking the I ACCEPT option in the email. After registering, your spouse can view and manage the Internet activities of your children.

How do I customize House Rules for each child?

You can customize House Rules for each of your child. Norton Family applies these rules for each Windows user account that your child uses.

Your children can request you to grant them permission for a specific Internet activity and you can make the appropriate decision. If you allow access to a specific website based on your child’s request, this change is added to the House Rules. The change is applied on the child’s computer.

How do I block a specific website on my child’s computer?

You can protect your child from accessing a website that is inappropriate. You provide the website address that you want to block on your child’s computer. You can block multiple websites on your child’s computer.

How do I block an app in my child’s Android device?

If you think an app is inappropriate for your child to use, you can block it by logging on to Norton Family website or Norton Family app. Once you block an app, your child cannot use the application from the Android device.

How do I know if my child engages in any inappropriate Internet activity?

If your child engages in inappropriate Internet activity, Norton Family marks these activities in red. You can view all questionable Internet activities in the activity report.

If you need more details about a questionable Internet activity, you can click on that activity to view more information. The details section provides information, such as the number of times the child visited a website or the personal information that the child attempted to send.

If you notice that your child visited a website that is inappropriate, you can protect your child by blocking the website. This prevents the child from visiting that website in future.

How do I restrict my child from accessing the computer during certain hours?

You can restrict your children from using the computer during specific time periods and control how much time they spend on the computer.
When your children exceed their computer usage time, you can set up Norton Family Online to do one of the following:
  • Automatically logs out the child.
  • Send a notification email to you (the parent) but allow the child to continue using the computer.

More Information

How do I unsubscribe from my Norton Family service?

You can unsubscribe from your Norton Family service at any time.

To unsubscribe, log in to Norton Family, click the Manage Account link, and then click on the Unsubscribe from Norton Family service link.

When you unsubscribe your Norton Family service, your Norton Family settings and the activity history of your children are permanently removed.

Norton Family Premier subscription offers you a 60 day unconditional money-back guarantee. If you unsubscribe your Norton Family Premier service within 60 days, you are eligible to get the refund for your Premier subscription. To get the refund, you have to contact your regional customer support representative.

How do I install the Norton Family on my child’s computer?

You can download a copy of the Norton Family program from the Norton Family website. To log on to Norton Family, you need to create an account. To install Norton Family, you must double-click the downloaded file and follow the instructions.

To monitor the Internet activities of your child, you must install Norton Family on each computer that your child uses.

How do I change my parent password?

You can change the parent password that you created while registering on Norton Family. You can change your password either from Norton Family website or from Norton Account website. You need this password every time you log on to Norton Family. Make sure that you keep your password safe.

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Technical

Does Norton Family work on Mac?

Yes, Norton Family works on Mac computers. For example, if you have two children and the first child uses a computer with the Windows Vista operating system and the second child uses a Mac computer, you can view the Internet activities of both of your children on Norton Family. You can monitor and set up house rules for both children irrespective of whether they use Windows or Mac operating systems.

Are there any software applications that conflict with Norton Family?

You cannot install Norton Family if you have already installed the following programs on your computer:
  • Webroot Parental Controls 5.0
  • ZoneAlarm
  • KidsWatch Parental Controls 5.0
To install Norton Family, you must uninstall these programs.

It is recommended that you uninstall the following programs before you install Norton Family:
  • 2005 or earlier versions of Norton/Symantec products
  • Norton Add-on Pack
  • Symantec Family Safety

I am not able to install Norton Family. What should I do?

To install Norton Family, you must be logged on to your computer using Administrator privileges. After you have logged on as an Administrator, you can then install Norton Family.

You cannot install Norton Family if you have already installed the following programs on your computer:
  • Webroot Parental Controls 5.0
  • ZoneAlarm
  • KidsWatch Parental Controls 5.0

More Information

Is it possible for my child to turn off Norton Family?

No, it is not possible for your child to turn off Norton Family. A parent email address and password is required to turn off Norton Family. You should make sure that you keep your password safe. If Norton Family is disabled or has been tampered with, Norton Family notifies you. Make sure that you change the password. You must also ensure that each child has a separate, standard Windows user account that is not the same as your Windows user account.

Some characters do not appear properly when I select language drop down list in Norton Family. How do I fix this?

This problem occurs if you use a Windows operating system that does not have DBCS (Double Byte Character Set) language pack installed. Generally this problem does not occur if you use Windows 7/ Vista operating system. If you use a version of the Windows 2000/XP, or Server 2003 operating systems, you can use the built-in, full-featured East Asian input support option. If you use earlier versions of Windows 2000 operating system such as Windows Me/ 98/95/, or NT 4.0, you can download the DBCS language pack from:
http://www.microsoft.com/windows/ie/ie6/downloads/recommended/ime/default.mspx

Premier

Why some features are not accessible to me?

If you are not using the Premier version of Norton Family, you cannot access the Premier features. All the Premier features are grayed out and you cannot access them. If you want to access the new and the enhanced features, you must upgrade your Norton Family account to a Premier account.

How can I buy the Premier features?

You can purchase a Premier license and upgrade your existing Norton Family account. Norton Family Premier account contains the new and the enhanced features that help you better manage your child’s Internet activities.

What are the accepted payment methods?

Currently Norton Family accepts only credit cards and debit cards. The supported cards are:

  • American Express
  • Discover
  • Master Card
  • Visa

How do I update my credit card information?

Norton Family notifies you when the credit card information that you have provided is no longer valid or expired. To ensure that your Automatic Renewal service continues without any interruption, it is recommended that you update your credit card information.

To update the credit card information

  1. Open your Web browser, and go to:
    www.mynortonaccount.com
  2. Click Sign In.
  3. In the Email Address box, type your email address.
  4. In the Password box, type your password.
  5. Click Sign In.
  6. Click Profile.
  7. Click Billing Information tab.
  8. In the Credit Card Type drop-down list, select the credit card type.
  9. In the Card Number box, type the card number.
  10. In the Expiration Date drop-down list, select the expiration date.
  11. In the Account Holder Name, type your name as it appears in the credit card.
  12. Click UPDATE.

What is auto renewal?

When you subscribe a Norton Family Premier account, your purchase includes enrollment in Norton Automatic Renewal service. By enrolling for this service, you authorize Symantec to automatically renew the Norton Family Premier account without any additional action by you before your current subscription expires. Norton Family notifies you before your current subscription expires and before any payment is billed.

How can I disable the auto renewal option?

You can disable the auto renewal option for your Norton Family Premier account at any point of time. Once you disable the auto renewal option, Norton Family prompts you to manually renew your subscription the next time it expires.

To disable the auto renewal option

  1. Open your Web browser, and go to:
    www.mynortonaccount.com
  2. Click Sign In.
  3. In the Email Address box, type your email address.
  4. In the Password box, type your password.
  5. Click Sign In.
  6. Click Automatic Renewal.
  7. Uncheck the Norton Family check box.
  8. Click UPDATE.

Is Norton Family Premier service available in all regions?

Norton Family Premier service is not available in all regions. Currently, it is supported only in some regions. But, we are working to add more and more regions in to the premier service.

How do I get a refund for my Premier license?

You may request a refund within 60 days from the date your credit card was charged. You must contact your regional/country customer support representative to get the refund.