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Kudos0

Locked out of Identity Safe vault

I am unable to get into my vault. My Norton password doesn't work. How can I recover from this problem. It's a problem on 3 of my computers.

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Replies

Kudos0

Re: Locked out of Identity Safe vault

Are you getting a message that you have the wrong password?

Are you sure you are not being asked for your Norton Account password? Sometimes ID Safe will sign out of your Norton Account. You then have to use the email and password for your Account, before being able to enter the Vault password.

Can you log into your vault at   https://identitysafe.norton.com

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Locked out of Identity Safe vault

After being asked hundreds of times to convert to cloud for my identity vault I finally agreed. Now I cannot access my vault as  I keep getting "wrong password error". I have tried logging in at https://identitysafe.norton.com with the same results. Yes I have tried both my vault password and my Norton password. This is a disaster, years of passwords that I cannot get to!

Kudos0

Re: Locked out of Identity Safe vault

When you converted your vault to the cloud, you would have been asked for a new password. Are you sure you are using this new password you created?

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Locked out of Identity Safe vault

I was not asked for a new password

Kudos0

Re: Locked out of Identity Safe vault

You might be able to convert back to your local vault, at least until you can make sure you have a backup.  As long as you have had a local vault at some time it is possible to regain it if you have been converted to the online vault. Check the information gathered by user elsewhere in this thread.   https://community.norton.com/en/forums/retaining-your-local-vault   Be sure you read through the thread as there are some possible gotchas that are detailed.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Locked out of Identity Safe vault

Hi sourdoughjjim,   

A bit more info please - operating system, local or cloud vault, and default browser.

If a Cloud Vault, please see if you can find the following on the system you converted to a Cloud Vault:

C:\Users\Your User Name\Documents\Norton Identity Safe Backups\email address used for your Norton account

This is the location of the automatic backup (encrypted .dat format) of a user's Cloud Vault.  If present it can be Imported once you get a "new vault" set up.  Before we help you get a new password/delete your current unattainable cloud vault, we need to know if that file is present.

If a local vault then what @peterweb said to katzaz applies to your situation also.

Kudos0

Re: Locked out of Identity Safe vault

I did not knowingly convert to the cloud. I don't trust the cloud and prefer to keep stuff on my own computer.

Kudos0

Re: Locked out of Identity Safe vault

I'm running the current edition of Windows 10.

 I don't put anything up in the cloud.

I am not able to find a NIS backup.

Kudos0

Re: Locked out of Identity Safe vault

sourdoughjjim

I did not knowingly convert to the cloud.

Knowingly is the operative word. If you are still using a local vault, every so often you are asked if you want to convert, or merge your local vault to the cloud. If you click the wrong response, you will be converted and when that happens, you lose your local vault.

You can check by trying to sign into   https://identitysafe.norton.com  First enter your email and password for your Norton Account. You will either be told there is no vault for that account, or you will be prompted for a password. If no vault, you still have a local vault. 

If you are having trouble on 3 separate PCs, it does sound like you may have been converted. There would be absolutely no connection between the local vaults on separate PCs.

I am not able to find a NIS backup.

If you do still only have a local vault, the only way you would have a backup is if you manually created it. 

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Locked out of Identity Safe vault

It appears that I have a vault in the cloud. How can I download back to a local vault and then delete it?

Kudos0

Re: Locked out of Identity Safe vault

Oh, and did figure out what the password is.

Kudos0

Re: Locked out of Identity Safe vault

sourdoughjjim

Good news that you remembered the password.

First thing you need to do is get a backup of your vault. Check to see if you already have the vault backed up. Open Windows Explorer and look in your Documents folder for a folder called Norton Identity Safe Backups. In that folder you will see a folder with your email address. That folder should have your vault backups.

You can try to regain your local vault, but it is almost useless now as the only browser that can use a local vault is IE. All other browsers can only use a cloud vault.

As long as you have had a local vault at some time it is possible to regain it if you have been converted to the online vault. Check the information gathered by user elsewhere in this thread.   https://community.norton.com/en/forums/retaining-your-local-vault   Be sure you read through the thread as there are some gotchas that are explained. 

If you are able to and you still want to remove the cloud vault, post back and we can help you with that. 

Things happen. Export/Backup your Norton Password Manager data.

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