Review Insights · App Store
LifeLock Identity
Gen Digital Inc. · 191,748 ratings · ★ 4.8
4.8
★★★★★
191,748 ratings
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Top complaints - extracted from 49 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"service"
10 negative reviews mention this · 20% of all complaints
★★★★★ "Not intuitive at all!. Cannot find the information you gave me in the chat, cannot find it in the app or on your website, virtual agent is of no use….very frustrating. Most people subscribe to a credit monitoring service for help, not frustration!" - ML Cookie
2
"notifications"
10 negative reviews mention this · 20% of all complaints
★★★★★ "Useless now. Since the update I cannot log in. And I’m now getting repetitive BS notifications that are labeled as urgent. The urgent message? My credit score has been updated. Horrible POS app and customer experience." - Bigmo1988888
3
"help"
9 negative reviews mention this · 18% of all complaints
★★★★★ "Not intuitive at all!. Cannot find the information you gave me in the chat, cannot find it in the app or on your website, virtual agent is of no use….very frustrating. Most people subscribe to a credit monitoring service for help, not frustration!" - ML Cookie
4
"update"
8 negative reviews mention this · 16% of all complaints
★★★★★ "Confused. It tells me to update to a newer version, But there isn’t one!" - zabageebe
5
"version"
7 negative reviews mention this · 14% of all complaints
★★★★★ "Confused. It tells me to update to a newer version, But there isn’t one!" - zabageebe
6
"cannot"
6 negative reviews mention this · 12% of all complaints
★★★★★ "ANNOYING. I cannot upload on my old iOS iPhone. I am a senior citizen and cannot afford a new phone or new uploads! And I do have an account!" - Athena, Max Bella
7
"credit"
6 negative reviews mention this · 12% of all complaints
★★★★★ "Not intuitive at all!. Cannot find the information you gave me in the chat, cannot find it in the app or on your website, virtual agent is of no use….very frustrating. Most people subscribe to a credit monitoring service for help, not frustration!" - ML Cookie
8
"customer"
6 negative reviews mention this · 12% of all complaints
★★★★★ "Extremely Upset Customer. Someone wrongfully decided my IPhone 8 is no longer allowed to run your App. I have heavily relied on having access to my accounts on my mobile device and now someone decided that I must purchase a newer version to access your product that …" - wentwent805
9
"lifelock"
6 negative reviews mention this · 12% of all complaints
★★★★★ "My personal. My personal information is all over the dark web and no way to remove it on LifeLock. Not to fond of this site." - Skip Mo
10
"alerts"
6 negative reviews mention this · 12% of all complaints
★★★★★ "Unable to fix problem. LifeLock will not allow me to get alerts" - tonyguido11
11
"iphone"
5 negative reviews mention this · 10% of all complaints
★★★★★ "ANNOYING. I cannot upload on my old iOS iPhone. I am a senior citizen and cannot afford a new phone or new uploads! And I do have an account!" - Athena, Max Bella
12
"phone"
5 negative reviews mention this · 10% of all complaints
★★★★★ "ANNOYING. I cannot upload on my old iOS iPhone. I am a senior citizen and cannot afford a new phone or new uploads! And I do have an account!" - Athena, Max Bella
📋 All 49 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
ANNOYING
I cannot upload on my old iOS iPhone. I am a senior citizen and cannot afford a new phone or new uploads! And I do have an account!
Not intuitive at all!
Cannot find the information you gave me in the chat, cannot find it in the app or on your website, virtual agent is of no use….very frustrating. Most people subscribe to a credit monitoring service for help, not frustration!
Confused
It tells me to update to a newer version, But there isn’t one!
Fools
How about you fools clean up your APP that I'm paying good money for and make it work. If the APP comes up as a Blank BLACK Screen every time I open the APP, YOU FOOLS NEED TO HIRE NEW PROGRAMMERS. AND DON’T GIVE ME ANY OF THAT STUPID TALK ABOUT AI. BECAUSE, IF THAT'S WHAT YOU'RE USING, THEN YOU'RE JUST AS STUPID AS YOUR STUPID PROGRAMMERS AND YOUR IDIOT AI PROGRAMMERS. Get with the program. And now it's giving me ERROR MESSAGES inside the APP too!
Extremely Upset Customer
Someone wrongfully decided my IPhone 8 is no longer allowed to run your App. I have heavily relied on having access to my accounts on my mobile device and now someone decided that I must purchase a newer version to access your product that I have purchased and extremely depended on. This is really disappointing and unacceptable. This needs to be fixed. I’m sure I’m not the only customer who has this problem.
My personal
My personal information is all over the dark web and no way to remove it on LifeLock. Not to fond of this site.
SCAM Beware!
These crooks took my subscription, then all of a sudden my Log in wasn’t working! No one to speak with or contact with on customer support.
Nice app but no service
The app is fine. But if you have an actual concern the support is TERRIBLE. Getting by the AI is bad enough, but is you do get a person they can't help. They assign a case number and you never hear from then again. Not what I expected for the cost.
Unable to fix problem
LifeLock will not allow me to get alerts
LifeLock App stopped working
My Norton 360 is working fine on my IPhone 8 Plus but the LifeLock App just stopped working today because of a Version push to 17.1 which my older IPhone latest IOS 16.7.15. So after checking online, I find terrible results especially with generic fixes and one fake website after another claiming to be LifeLock but are a third party scam. Contacting the customer service is terrible and again a third party website is terrible service
Latest update bad
All I see now is a black screen after updating.
Crashing
Since the last update, the app keeps crashing as soon as it opens.
Won’t update
Due to an older phone this will no longer update. Buy a new phone or find another provider!!!
Useless now
Since the update I cannot log in. And I’m now getting repetitive BS notifications that are labeled as urgent. The urgent message? My credit score has been updated. Horrible POS app and customer experience.
Not worth the money
This service is absolutely not worth the money. I have had three payday loans taken out while paying for LifeLock. I pay for the premium subscription, have my social locked and the payday lock activated on my account. Customer service is not in the US. There is not a single way to speak to a US based help line. They do not understand what you are saying and read off a script with no problem solving skills. When I asked about the payday loans taken out I was told there is nothing they could do because they can’t really prevent it they can just let me know it happened. Then what’s the point??? It’s awful! Will definitely not renew.
Junk
VPN hasn’t worked for the past two versions. Don’t waste your money with this app
Wish it worked better
The service is fine, but the app is trash. If you have Norton and LifeLock, you receive many notifications but can only access the Norton app, not the LifeLock app.
Mess
These folks are so screwed up. All they want to do is sell more services even though you’ve already paid for them.
Can’t cancel
The app will not let me cancel my subscription
Loading Issues
Every time I try to view an alert, the page keeps loading and I never get to see what’s it’s alerting me about. I updated the apps but it still doesn’t work. Better off using the website, this app sucks.
Unable to use current version with MFA
Latest version you cannot get logged in if you use MFA thru an Authenticator app.
When you get to the screen to enter your code you have to switch apps but when you come back to enter the code your app has reset back to the main login screen instead of back to the code entry screen. Makes your app useless.
When you get to the screen to enter your code you have to switch apps but when you come back to enter the code your app has reset back to the main login screen instead of back to the code entry screen. Makes your app useless.
crashes
locks up every time i try to open it
Sucks
App sucks
Crash and freezes
This app crashes and freezes. Seems they don’t fix it and improve it
Notifications
I am starting to receive frequent promotional notices. Please stop. I have them turned off but receive anyway.
Way too many ad notifications
For an app that’s supposed to only notify you when something is wrong lately it’s just a stream of endless promotion alerts. I will not be renewing this year anymore.
Emergency Help Needed!
Got message from Dark Web and a compromised password is very close to my home WiFi password. Can’t get a live person on any of Nortons services, only a BOT who can’t transfer me to a live person. What good is a service if you can’t talk to anyone when needed. I have very little knowledge in technology and at 70 yrs old in a panic!
Family plan is useless
Bought the whole family plan. First issue in 3 years and got ZERO help.
Garbage service and a complete rip off.
Garbage service and a complete rip off.
Can’t disable marketing notifications
I’ll never understand why services that are actually important don’t give their app an option to disable junk notifications advertising services. It’s an automatic 1-star from me and I might as well just uninstall the app and rely on the web version (if use this service at all)
Too many notifications
App has way too many notifications, like telling you your credit score has changed a few points. It renders the real notifications useless. Norton apps are notorious for constantly demanding your attention. Please also share your negative reviews!
Crashing
App closes immediately after opening it.
Fix it!
Fix it!
App keeps crashing
Every time I open the app it disappears.
Do you have an update?
iOS iPhone 16 Pro Max
Do you have an update?
iOS iPhone 16 Pro Max
Not what it used to be
In typical corporate greed these people moved their operations from the US to an Indian call center. Then they added a layer of AI assistant so that they never have to speak with you or they do everything possible to not allow you to speak to a human.
App force quits after about 10 Seconds
Seems like a bug, essentially I cannot use the app as after about roughly 10 seconds, the app force closes. Redownloading and the like doesn’t fix issue. Currently on iOS 26.3.1
Fix the app please!!
I updated to the latest version today and now it doesn’t work!!!! 👎🏼
Irritating
Checking/using the app triggers an alert notification so you check it, which triggers an alert notification an so-on. Turned off notifications which kinda defeats the purpose of the app.
Help
Please make it easier to speak with a representative and not a chat bot, for older adults
..
Had LifeLock over a year now new phone clearly a loading issue contact customer support idk where they sent me but I felt like I was taking to someone who had absolutely no idea what planet they were on much less help me with a technical issue. Sadly cancelling and seeing if there is an alternative to LifeLock because this service is still important to me.
It’s a huge disappointment
It’s a dysfunctional app. Disregard all the fake reviews that says otherwise. no update for credit, crashes frequently, a lot of times it says service isn’t available on the credit section.
Won’t update
I get a notice that my version is no longer supported. When I go to update, I’m told that I need 16.0 minimum. My I pad has the latest update and is 15.8. I cannot update my Norton. It keeps rolling around the same messages. What kind of fix and where do I go to stay current and protected? I’m paying for protection and no one cares except for my money. Not happy.
No way out
They make it very difficult to unsubscribe.
Alerts
Haven’t received alerts for any transactions for about 3 months now, even though all accounts are connected. Not happy.
Freezing
App keeps freezing. Can’t get beyond home page.
Too much Marketing
I get push notifications almost daily and a few each time I open any of the Norton products I have. Have trusted them for many years but now I am getting tired of non critical notifications. Although the help center states you can remove them but online chat could not help me either. I will be looking for a new provider. Give us the option to opt in or out of marketing and promo notifications and I would be happy.
Seems awesome…
I like it, i have the iphone 16 pro, it worked fine for the first 24 hours. Now it’s a solid black screen, or the app immediately closes upon opening… now every day i’m getting notifications about a new credit account and my credit alerts NEVER load. I’m about to end my subscription.
App crashes a lot
When trying to access my account it has crashed and kicked me out 10 times over the last 24 hrs. I had credit cards and personal info stolen from my vehicle and trying to check on my accounts and submit a claim but not able to access my account to do so
App locks up
I get notifications or alerts. When I click on them, the app locks up and I have to back out and restart. In order to see the alerts, I have to remove app from my phone and view the info online. Seems very unprofessional and useless at this point. I-phone 15
Can’t read my alerts
What’s the point of monitoring if for months I have been unable to read my alerts. I see that they are there. I got multiple phone calls from life lock. But when I try to read the alerts I just get a spinning circle. I have reported this to life lock but they have not fixed or even contacted me back. I even called and the operator offered no solution but to offer to read the alerts to me. I need the problem fixed please.
Not intuitive
Some topics are hard to find the first time but also subsequent times as well. “Help” from online sources and even live agents is lacking and straight answers are elusive at best.
Sentiment summary
97%
Positive (4-5★)
2%
Neutral (3★)
1%
Negative (1-2★)