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Kudos0

ID Safe

Tried to open exiting Vault on new laptop and phone but App keeps directing me to Create Vault, however, if I set up a new Vault I will loose my old vault and all info. I have uninstalled and reinstalled several times to no avail.  Did an online chat back in Apr/May of 2017 when I could not log in on my new Laptop. When all suggested solutions failed the tech said that he would have to have someone else contact me, still waiting for that. Sent several emails to Support but no response. Now I have a new phone that I can't use this on. This is so frustrating, how do I fix this?

Replies

Kudos0

Re: ID Safe

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

What phone do you use? What Operating System version? Did you try restarting the phone?

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: ID Safe

[Admin Edit: Comment moved to thread of its own]

Kudos1 Stats

Re: ID Safe

Norton gives conflicting info about why ID Safe will not open.  First, I am told the site is having a maintenance issue and to try back in 24 hours.  Second, I am told to give remote control to my unit so they can solve my issue (really!?).  If the site is down, Norton needs to come clean and post it.  Now I am told to create a new account (150+ passwords).

Kudos0

Re: ID Safe

Same, used smart switch from Samsung S6 to S8. Nowt two layers of passwords on S8 (says I am being redirected). Can get first but not second. PIN from S6 didn't transfer so can't get in. Can't get into Vault on S8.

Kudos0

Re: ID Safe

Geoffrey Holgate

Not sure you are having the same issue as in this thread. 

Any way, transferring apps and data from one device to another may not run as smoothly as you would hope. Try going into Android Setting - Apps and find Norton Identity Safe and clear the app cache and app data. Then restart the device and try logging into ID Safe again. You will first have to enter the Norton Account email and password, then the vault password (not PIN as that will have been cleared). Once you are logged into the vault, you should be able to set up a new PIN.

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: ID Safe

Thanks' Jeffery, but this did not help.

Kudos0

Re: ID Safe

Tried logging in and got message below:

No vault for this account

We were unable to find a vault for this Norton Account. You can create an online vault using the Norton Identity Safe Client.

Kudos0

Re: ID Safe

JohnAndWanda Williams:

Tried logging in and got message below:

No vault for this account

We were unable to find a vault for this Norton Account. You can create an online vault using the Norton Identity Safe Client.

Is this from my suggestion to try logging in at  https://identitysafe.norton.com  ? If so, do you have more than one Norton Account, and you may be trying the wrong one? If only one account, it would appear that something has happened to your vault, and you need to create a new one.

You are probably trying to use a cloud vault, as you mentioned using it on a phone. On your PC, look in your Documents folder for a folder called Norton IdentitySafe backups. In that folder you should see a folder with your email address. In that folder will be your vault backups.

As long as you have those folders there, you can use the backups to import into a new vault you create.

Once you create a new vault, follow the directions in this Norton KB article  to import your logins.

Things happen. Export/Backup your Identity Safe data.

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