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Kudos0

App Prompted New Vault and Now Old One is Gone

HELP!

I just downloaded the Norton Mobile Security App.  I used my normal Norton login and password (for my main account), and followed the instructions.  My vault, which I've had for years, didn't show up in the vault list.  So, the app said to create a new vault, and then you could merge the two later online.  Just to be clear, my vault password was never entered because I was never prompted for it.  A link to my vault never appeared.

I created a new vault, thinking that one would be on my phone separate from my computer vault, and like the app said we could associate the two together.  

When I got back to my computer, my 200+ logins were gone.  I also was prompted for my phone vault password rather than old vault password.  It wouldn't accept my original vault password.  

I went round and round for an hour with Support, and they are telling me that I forgot my password and reset my vault.  I am saying no, that your app told me to do something, I followed your instructions, and now all my logins have been deleted.

Can someone understand and help me with this?

Replies

Kudos0

Re: App Prompted New Vault and Now Old One is Gone

Edit   I see your tags would indicate an Apple phone. What IOS version do you have?

What phone and OS version.are you using?

I do not understand what you are referring to when you say..." My vault, which I've had for years, didn't show up in the vault list. " What vault list did you see? When you sign into your Norton Account in ID Safe apps, there is only one vault associated with each Norton Account.

Lets deal with the vault from the PC first. Do you have a vault you can access on the PC, even if it is empty? You can look for a Norton Identity Safe Backups folder in your Documents folder on your computer. Within that folder you will see a folder with your email address. Within that folder should be backups of your vault that you can import into your new vault. Click on the 3 dots on the Norton Toolbar, then click Open Identity Safe Settings near the bottom. Click on the Import/Export tab and then click import. Then navigate to the backups folder and choose the backup with the newest date.

After you get this done, come back and we will try to get the mobile app set up.

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

Re: App Prompted New Vault and Now Old One is Gone

@CMCMom29 Kindly follow the steps of peter's and we will try to sort out this.We had intermittent issue which caused us this issue,apologize for the inconvenience created.Please update once you have checked with the steps provided .

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