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I've just had the unfortunate experience of trying to access my vault from my iPhone (the only device that I have been using for this since I've signed up).
When I try to access my vault I get a message: "Error while communicating with the server" (my internet connection is working). I opened a chat session with support and they advised that I try to log in to https://identitysafe.norton.com/ to check if I can reach my vault there. When I did that I got a message saying "No vault for this account". They suggested that I either used the wrong email or that I deleted my vault, neither of which is true. When I told them as much they simply said something along the lines of "sorry, your vault is gone and there is nothing that we can do about it", which coming from a company like Norton who is supposed to care about their customers and their data, it is totally unacceptable. I've since come across this thread in the forum, which seems to indicate that they had a similar problem, some months ago on 25 May 2017, where customer vaults simply disappeared: https://community.norton.com/en/forums/missing-vault-issue
The post indicates that there should be no new customers affected by the issue. It appears that the issue has now returned. The post indicates that one should restore your vault from your PC, but since I have always only used my mobile (and trusted Norton to keep my data safe) I don't have a local backup.
My questions are:
1) has anyone else experienced this?
2) does Norton have any disaster recovery ability, or ability to restore to a previous point in time, or should I face the reality that they have lost all my data?
3) is this actually a case where my vault was deleted, or will it magically appear again? Reason I ask is because that seems to be a theme on the forum where people have "lost" data or the ability to access their data, only for it to appear again sometimes weeks later.
I've added the chat log if anyone cares to read it for more information.