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Kudos0

can't log into vault.

Vault worked yesterday. Today says password incorrect. "Forget password" takes me to Nortons. Again did forgot password. Email sent me back to do reset. reset with same password. Works at Norton's but vault won't open.  Using windows 7 and Crome.

Replies

Kudos0

Re: can't log into vault.

Please tell us which ID Safe Vault you are using - the stand Alone ID Safe (IDSS), one tied to a Norton product - if so which product and which version?

Kudos0

Re: can't log into vault.

I am using Norton Internet Security.I go to web protection and then Identity safe. This pulls up vault. I don't know the version-I just renew it every year in May.

Kudos0

Re: can't log into vault.

zachem09:

I am using Norton Internet Security.I go to web protection and then Identity safe. This pulls up vault. I don't know the version-I just renew it every year in May.

How to find product version number ....
https://support.norton.com/sp/en/us/home/current/solutions/kb20080417101717EN_EndUserProfile_en_us

Kudos0

Re: can't log into vault.

product 21.7.011

Kudos0

Re: can't log into vault.

OK ~ NIS 21.7.0.11

So, you reset your Norton account password and now you cannot access your vault.

Do you have local or online vault....or, both

And you're trying to access your vault with your vault password ....not your Norton account password ?

R U able to access your Norton account ?

Kudos0

Re: can't log into vault.

Did you encounter any error message when signing in to your Norton Vault?
Kudos0

Re: can't log into vault.

When I reset the password I used the same one. It just says password incorrect. When I click on forgot password on the vault - it takes me to Nortons and password works fine.

Password worked day before.

Kudos0

Re: can't log into vault.

zachem09:

When I reset the password I used the same one. It just says password incorrect. When I click on forgot password on the vault - it takes me to Nortons and password works fine.

Password worked day before.

Sorry, I don't have reset password on my vault / forgot password on my vault....so, I'm confused ....  perhaps you reset your Norton account password...
Which password worked the day before ... your Norton account password or your vault password

Do you have local or online vault....or, both?
Did you encounter an error message when signing in to your Norton Vault?

We'll need help from the Community ....  sorting this

Kudos0

Re: can't log into vault.

ok I went to open my Identity safe. Took me to vault. I entered my password and it said"incorrect password" . It was not incorrect and I had used it the day before and it was fine.

I clicked on "forgot password" which is under the space for the vault password.No place on vault to change password. Took me to Nortons web site.  Password works there. Same password for vault and Nortons. I reset the password at the Nortons site but I reused the same one. only works online at Nortons. Not back at vault. 

Kudos0

Re: can't log into vault.

OK, if I follow ...you have an online vault and are able to access your vault online but, not through your Norton product...

You can access your Norton account and you can access your vault online...and, if I follow you cannot access your vault through your product... Yes ?  No ?

To satisfy Norton online vault you need your Norton account credentials and your vault password.  Only your Norton account password may be reset.
Your vault password may not be reset... your only option is to delete the online vault and start over.  

Lets get help from the Community....I'm not sure where you're at...nor how you got there. 

Kudos0

Re: can't log into vault.

Thanks but the vault I have and can't get into is the one I open through Norton Internet Security. Not going to Norton online till I hit forgot password under vault. I open Norton Internet Security from the ICON. Not by going to web site.

Kudos0

Re: can't log into vault.

OK...but, I still do not know if you have local or online vault.  You may access local or online vault from NIS.   Do you need your Norton account creds + vault password to access vault or do you just need vault password.  I don't know how password goes incorrect.
I'm not sure where you're at...nor how you got there.   Lets wait for help  or  Chat with Norton Support  
Are you getting an incorrect password error when you log in to your Norton Identity Safe
https://support.norton.com/sp/en/us/home/current/solutions/v80684438_EndUserProfile_en_us
For security reasons, if you have forgotten your Identity Safe vault password, you cannot reset or retrieve the vault password. When you delete the online vault, all your stored data is lost. However, if you have exported or backed up your vault, you can import this data in to your new vault.
Resetting Identity Safe info <here>
About Norton Identity Safe Import/Export settings
Creating Online Vault in Norton security product

Kudos0

Re: can't log into vault.

Are you trying to reset your vault password by resetting your Norton account password as you made them the same characters....and you're thinking changing one will change the other..... 
Norton account has password reset
Vault does not have password reset
 

Kudos0

Re: can't log into vault.

omg you all won't believe this. I just logged in for the second time today-went to the vault and my password worked. I swear my laptop hates me.

Kudos0

Re: can't log into vault.

zachem09:

omg you all won't believe this. I just logged in for the second time today-went to the vault and my password worked. I swear my laptop hates me.

gremlins 

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