Norton Family Frequently Asked Questions

Norton Family Frequently Asked Questions

General

1. What is Norton Family?
Norton Family is an online service that helps parents monitor their children's internet activities from anywhere via the Norton Family website or the Norton Family mobile app for parents. It protects children from online dangers while promoting safe online habits and behavior. Norton Family is available as a free 30-day trial.

2. How does Norton Family monitor my child's activities?
To monitor your child's activities, you need to install the Norton Family app on all the devices they use. Norton Family supports Windows, Android, and iOS devices. You can also use the Norton Family app on your mobile device to receive instant alerts, set house rules, and manage family settings at any time.

3. How is the Norton Family app for parents different from the child app?
The Norton Family app for children helps keep them safe online, while the parent app allows you to supervise their online activities, enforce house rules, and manage family settings. On Android devices, you can use the same app in Parent mode during setup. For iOS devices, parents must install a separate Norton Family app for managing their children’s activity.

4. What kinds of online activities does Norton Family monitor?
Norton Family monitors the following activities:
  1. Websites your child visits
  2. Search terms your child uses
  3. Videos your child watches
  4. Messages your child exchanges with friends
  5. Time spent on the device
  6. Your child's location
  7. Apps your child uses
5. Will my children know that I'm monitoring them?
Yes, your children are informed that their activities are being monitored. When they log on to a computer running Norton Family, a message appears notifying them. They can also view the house rules you have set for them.

6. What are house rules?
Norton Family applies predefined house rules based on your child's age, blocking activities that violate these rules and sending you real-time alerts. You can adjust the default settings at any time to suit your child’s needs.

7. What is the Instant Lock feature?
Instant Lock restricts your child's access to their devices. They cannot use the devices until you unlock them or provide the PIN. On iOS devices, Instant Lock hides installed apps, including Norton Family and default apps like Safari, iTunes Store, App Store, and Camera, but it does not fully lock the device.

8. Why do I need to install a profile on my child's iOS device?
A profile must be installed for Instant Lock to function on iOS devices. To install it, open the Norton Family parental control app, tap the menu icon > Install Profile, and follow the on-screen instructions. Make sure Safari is enabled before installing the profile.

How Do I

1. How do I monitor my child's internet activity when I am away from home?
You can monitor your child's activities, set house rules, and update family settings remotely by signing into your Norton Family account from any internet-enabled device or by using the Norton Family mobile app for parents on your smartphone.

2. How can my spouse help me monitor our children's internet activities?
You can invite your spouse or another trusted adult to help monitor your children's activities and ensure their online safety. Once they accept the invitation, they will be added to your family account. To send an invite, sign in to your account or use the Norton Family parental app for Android.

3. How do I customize house rules for each child?
You can customize house rules for each child at any time, based on their needs. You can also allow or block specific websites for your child.

4. How do I know if my child engages in inappropriate internet activity?
If your child engages in inappropriate activity, Norton Family highlights these activities in red in the activity report. You can filter and review questionable activities in the report. Click on an activity to:
  1. Determine if the activity is unsafe or inappropriate
  2. Dispute the website's categorization
  3. View the Norton Safe Web report
  4. Allow or block the activity
5. How do I unsubscribe from Norton Family service?
  1. Sign in to your account.
  2. Click your profile icon.
  3. Click the menu options icon , then select Edit Profile.
  4. At the bottom-left, click Delete My Norton Family Account.
  5. Enter your Norton credentials and confirm.
Unsubscribing will permanently remove your Norton Family settings and your children's activity history. Norton Family offers a 60-day unconditional money-back guarantee. If you unsubscribe within 60 days, you may be eligible for a refund. To request a refund, contact your regional customer support.

6. How do I add a child to my account?
You can add up to 15 children to your family account. 

7. How do I set a device PIN?
A device PIN allows your child to unlock their Android device in emergencies, even if they’ve reached their time limit.
  1. Sign in to your account.
  2. Select the child you want to manage.
  3. Click View Profile.
  4. To enable or disable the PIN, toggle the On/Off switch.
  5. Click Edit, then enter a 4-digit PIN.
Info
Make sure to share this PIN with your child for emergency use, and change the PIN after each use to prevent future unauthorized access.

8. How do I install Norton Family on my child's computer?
You need to install Norton Family on each device your child uses. 

Technical Information

1. Are there any software applications that conflict with Norton Family?
You cannot install Norton Family if any other parental control programs are already installed on your device.

2. I am unable to install Norton Family. What should I do?
First, make sure you are logged in with Administrator privileges on your computer. Note that the installation will fail if another parental control program is present on the device. For assistance contact Norton360@lenovocloudsoftware.com.

3. Can my child turn off Norton Family?
No, your child cannot disable Norton Family supervision. A parent’s email and password are required to turn it off. If Norton Family is tampered with or disabled, you will receive a notification. To prevent your child from creating new Windows user accounts, ensure they are using a Standard user account.

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