05-15-2012 11:43 PM
I've searched forums and couln't find an answer to this so hoping someone can help.
I am using Norton 360 v18.104.22.168 in Internet Explorer on Windows 7.
A couple of days ago I started using Identity Safe's Online Vault. It was working well on multiple computers. However, yesterday I changed my email address for my Norton Account. The next time I used Identity Safe and logged in to my Norton Account using my new email address all of my logins and cards were gone. I tried logging out and logged in again using my old email address, but as you'd expect the login failed.
Has anyone experienced the same thing? I'm hoping the logins and cards still exist in the Online Vault database and it's just a matter of the people at Symantec simply re-establishing the link with my new Norton Account credentials (email address). Surely if you change your Norton Account email address it doesn't just scrap all your ID Safe info without any warning!?
Anyway thanks for reading. Thanks a amillion for any and all help offered.
Solved! Go to Solution.
05-16-2012 10:16 AM
Have you tried logging in with the old email address?
You should contact Support using the online chat to ensure the new email address is used for the account. You can contact them here.
05-16-2012 01:53 PM
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:
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.
05-16-2012 03:58 PM
Brilliant! Worked a treat. All logins and cards restored intact. Thanks for the easy to understand instructions jlatino0 . I'll look forward to seeing the patch...