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I cannot reset my vault

I had some problems and reset it.  When I make 3 mistakes and ask to have it reset I get this message incorrect email or password remember it is case sensitive.  When I try to reset it it says " Not able to reset profile."  What can I do?



Re: I cannot reset my vault


See my response in the 360 forum. No need to duplicate messages.

Dick Win 10x64 current current NSBU

Re: I cannot reset my vault


Before resetting your vault, can you please check whether you are able to login to Vault from https://identitysafe.norton.com ????

Steps to login from https://identitysafe.norton.com:-

1) Browse to https://identitysafe.norton.com

2) Login to your Norton Account.

3) Try to login to your vault and check whether its working.

Regarding Steps to Reset your vault password:-

Note:- If you reset your vault then all your Identity Safe data (Logins/Cards/Notes) will be lost.

            If you had taken a backup of Identity Safe data in CSV/DAT/NPM format then you can import the backup file

            after resetting the vault.


1) Can you please logout of Norton Account from Identity Safe UI.

2) Try to login to same Norton Account again.

3) Try to login with vault password, if you are not able to login successfully then after 3rd failure attempt you will

     see the Reset UI.



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