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Kudos0

Norton Identity Safe on Mobile

I'm currently stuck. I have Norton Identity Safe installed on my Android. I setup a PIN for easier access. Incorrectly typed my PIN once when trying to access the vault. It immediately asked me for my password (long, random string which I cannot remember nor do I have written down and is only stored in the vault). It won't let me have the option now to try my PIN again and continuously asks for my password. I'm not sure what to do? I know my PIN but not my password. Do I have any other options?

Replies

Kudos0

Re: Norton Identity Safe on Mobile

I have not used the PIN feature, so I just set it up on my test device. It appears you have to enter the incorrect PIN about 5 times before it is disabled.

Are you sure it was not just asking for the Norton Account password? I find that the ID Safe on Android occasionally 'expires' the login to the Norton Account. In fact I saw this just now when I logged in to try the PIN function.

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

Re: Norton Identity Safe on Mobile

I only entered the incorrect PIN once before it then prompted for the password. On the screen it has the PIN on one side and the Password on the other. It immediately move over the password. I thought it was a slider at first which allowed you to choose one or the other but it won't move over nor can I select the PIN option again. I'm essentially stuck at password.

I'm still logged into Identity Safe but since I don't know my password I can't open the vault. I'm not sure what options I have left though. It also prompts for the password if I try from a desktop. I have a bad feeling about this since all my password are stored in the vault an nowhere else.

Kudos0

Re: Norton Identity Safe on Mobile

Did you try the Norton Account password instead of the vault password? This is what I had to do earlier today.

If that is accepted, you may be able to tap on PIN again and use it.

Either way, you will have to find a way to get the vault password or you are going to lose all your logins. One thing to check on your desktop. Look in Windows File Explorer in your Documents folder. See if you have a folder Norton Identity Safe Backups. In that folder will be another folder with your email address. In that folder will be backups of your vault. If you cannot get back into your vault, we can use this to reset your vault.

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

Re: Norton Identity Safe on Mobile

My Norton account password is about the same length as my vault password (and stored in my vault).

I don't see a Norton folder either. Have a feeling I'm SOL here but I just don't understand why this happened on my mobile after only 1 bad PIN.

Kudos1 Stats

Re: Norton Identity Safe on Mobile

And did you  try the Norton Account password when the mobile app was asking for a password?

In the mobile app, scroll down to the bottom of the page, and tap Sign Out beside your email address. Then restart the device and start the ID Safe app again. This time you need to enter the Norton Account email and password. Then check to see if you are able to use the pin function.

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

Re: Norton Identity Safe on Mobile

Allison Janey:

I only entered the incorrect PIN once before it then prompted for the password. On the screen it has the PIN on one side and the Password on the other. It immediately move over the password. I thought it was a slider at first which allowed you to choose one or the other but it won't move over nor can I select the PIN option again. I'm essentially stuck at password.

The Pin/Password is not a slider - it is changed by tapping on the side you desire.

I'm still logged into Identity Safe but since I don't know my password I can't open the vault. I'm not sure what options I have left though. It also prompts for the password if I try from a desktop. I have a bad feeling about this since all my password are stored in the vault an nowhere else.

 I am curious if perhaps you had automatic backup enabled in Identity Safe on your PC.  If so there should be a backup copy of your Log-ins in

C:\Users\username\Documents\Norton Identity Safe Backups\email address of Norton Account

This will be an encrypted .dat file - but if available, could be Imported into a new account - if you have to go as far as creating a new account.

See if peterweb has anything to add to this thought.

<EDIT>

FWIW, I opened ID Safe on my Android.  It came up to use my pin - which I entered and I got the error "Session Expired - sign into your Norton Account" and a display showing my email address and a blank password box.  I entered my Norton Account password and the screen to enter my PIN reappeared.  I then entered an incorrect PIN and it showed Incorrect PIN, but permitted me to enter the correct PIN.

Kudos0

Re: Norton Identity Safe on Mobile

Already asked that in my second post. User could not find any backup folders.

EDIT

Your edit is what I was trying to get the user to try. I am thinking that the password they are being asked for is the Norton Account password for the timed out session. Let's see what happens when they try the suggestion from my last post.

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

Re: Norton Identity Safe on Mobile

I do not know my Norton Account password because it is a random character string of at least 20 characters, which is stored in the vault that I cannot access. I've only been using Identity Safe for about a week and I did not take a backup nor store them somewhere else. All passwords for all of my accounts are random strings which I simply don't know. If I sign out I won't be able to get back.

I guess I'm just confused as to why after entering the PIN incorrectly one time, it kicked my over to wanting a password. I was hoping there would be some "trick" to getting it to prompt for my PIN again so I can get in and then take a backup. 

Kudos0

Re: Norton Identity Safe on Mobile

I'm unable to tap the PIN to get to it. It won't let me.

Also, I'm still signed into my Norton account from Identity Safe, it just wants my vault password.

Kudos0

Re: Norton Identity Safe on Mobile

Allison

The scenario that Yank describes in his edit is what we believe you are seeing. Every once in a while, your session with ID Safe times out, and you have to sign back into your Norton Account before you can access your vault.

But if you say you do not know the Norton Account password, you might be able to reset it at   https://manage.norton.com

When you get to the sign in page, click on the link below the sign in boxes for Forgot Password. Then follow the instructions to reset the password. Then you should be able to gain access to your vault again.

But you will still need the vault password. The only way to reset that password does wipe out your vault contents. If you have only been using it for a short time, hopefully you do not have too many passwords you will have to reset, or re enter.

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

Re: Norton Identity Safe on Mobile

The thing to note is on the initial screen it reads "Setup a PIN for easier access on this device. You can do this in the Settings area."

I've obviously already setup a PIN and this has worked fine for the last week until just the other day. I don't see a "Settings" area on the screen though so I'm not sure where I can do this.

My Norton account is still logged in though so I don't want to log out otherwise I'm dead in the water.

Kudos0

Re: Norton Identity Safe on Mobile

I was just able to successfully reset my Norton account password.

Kudos0

Re: Norton Identity Safe on Mobile

So if you now go and log into your Norton Account in the mobile ID Safe with the new password., will it offer you the PIN login to the vault?

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

Re: Norton Identity Safe on Mobile

Nope - it still wants the vault password. 

I was able to reset most of passwords for my critical accounts but I still  don't understand what happened. I should've taken a backup immediately but realistically how reliable is this software?

Do I have any options left? If not, how do I reset my vault password?

Kudos0

Re: Norton Identity Safe on Mobile

I should've taken a backup immediately but realistically how reliable is this software?

The software is reliable. But it is necessary for you to remember at least 2 passwords. You need to be able to access your Norton Account, and you need to access the Vault. After that you can use the 20 random character passwords for the sites you visit.

Do you have ID Safe on your computer? It will be easier to work from there to reset things.

To reset the vault, you open the ID Safe app, or open ID Safe on the computer. Once you are logged into your Norton Account, enter 3 different wrong vault passwords. This should bring up the prompt to reset the vault. Follow the directions to reset. Be sure you use a password your will remember.

Once you have done that you can start re populating your vault logins.

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

Re: Norton Identity Safe on Mobile

Thanks. I just created a new Vault password using the desktop app. The mobile app will not accept it though as it is looking for the old password. Does the desktop and mobile app sync up at some point?

Kudos0

Re: Norton Identity Safe on Mobile

On your mobile device, ( I am assuming an Android device ) go to Android Settings - Apps and look for Norton Identity Safe. Clear the app data, then restart the device. Now go back to ID Safe on the phone and start the whole login process again. First log into your Norton Account with your email and new password. Then try the new vault password.

EDIT

And make sure you make a backup of the vault when you get it populated with your logins. You need to do this from the computer, as there is no backup function from the mobile version.

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

Re: Norton Identity Safe on Mobile

So it turns out that automatic backups were enabled and being created just not in the normal location. I have multiple ones, is it possible to still import them in?

Kudos0

Re: Norton Identity Safe on Mobile

You should be able to import them. Where did you find them?

Remember if you have already changed any logins for the sites in your vault, they will no longer work if you import the old vault contents.

Had you changed the location for the automatic backups in the Import/Export settings by clicking on the Backups folder link?

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

Re: Norton Identity Safe on Mobile

The way my corporate machine works is app installs in the user directory are re-directed to a file share so I found them there. I just didn't realize it before I reset my passwords and vault/norton passwords.

However when I try to import it looks like the DAT files are password protected with my old Vault password so I think I'm still out of luck. Unfortunately, I lost access to one critical login.

Accepted Solution
Kudos0

Re: Norton Identity Safe on Mobile

It looks like you are at the end of the line here. Without the vault password, you cannot access any previous vault contents.

Going forward...At least now you know you need to remember 2 passwords, and then you can retrieve the rest.

You can populate the new vault you have created from either your computer or your mobile device. The logins should be saved as you first log into a site again.

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

Re: Norton Identity Safe on Mobile

peterweb:

It looks like you are at the end of the line here. Without the vault password, you cannot access any previous vault contents.

Going forward...At least now you know you need to remember 2 passwords, and then you can retrieve the rest.

You can populate the new vault you have created from either your computer or your mobile device. The logins should be saved as you first log into a site again.

Thank you. I appreciate your help and the help of others on this thread. 

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