Hi 7fergis,
Your vault data should still exist. Unfortunately you've encountered an issue that will be fixed in the near future (it's currently undergiong testing). As you might imagine, the vault is associated with the Norton Account email address, which can change. We will fix this so that it will be associated with a different value that doesn't change. For the time being, we'll need to get you back into your vault with a manual workaround, so please bear with me.
The basic procedure is to change your Norton Account email address back to the old one so you can log into it, export the vault to a backup file, change your Norton Account email address back to the new one, and then create a new vault and import from the backup.
Here are specific steps:
- Go to account.norton.com and log in with your current Norton Account
- Change the account's email address to the old one that you were using with the vault.
- Launch the Identity Safe login dialog and log into the Norton Account with the old email address. You may need to click "Log out" or "Change email address" if you remained logged into the "new" Norton Account.
- You should be able to log into the vault, since you're using the old email address.
- From the Identity Safe menu in the browser toolbar, choose Options->Export. Use the Export Identity Safe Data dialog to export to identity Safe Backup Format - DAT file.
- Under the Identity Safe settings, click "Delete Data" to delete the vault.
- Go to account.norton.com, log in, and change your Norton Account email back to the new one.
- Launch the Identity Safe Setup dialog and log into the Norton Account with the new email address. Similar to step 3, you may need to click "Log out" or "Change email address" if you remained logged into the "old" Norton Account.
- If it still indicates that you have a vault and asks you to log in, and you can't log into it, you will have the opportunity to reset it after several failed login attempts. You should reset it so that you can create a fresh new one and then import the saved backup.
- Set up a new online vault for this Norton Account.
- After your new vault is set up, import from the backup. To do this, from the Identity Safe menu in the browser toolbar, choose Options->Import. Use the Import Identity Safe Data dialog to import. Since you're importing into a new empty vault, it doesn't matter whether the Replace or Merge option is selected.
At the end of this procedure, your backed-up vault data should have been imported into the newly-created vault.
I hope this helps. Any questions that you think may be beneficial for others, please reply to the thread. For any specific problems with this procedure, feel free to send me a private message. Thanks.
