Not what you are looking for? Ask the experts!
Technical Support is Incompetent Regarding Passwords
Based on the recent publication from NIST stating that long passwords were less susceptible to hacking than shorter ones containing mixed letters/numbers/characters/cases, I decided to change my Identity Safe password from one containing 9 characters to one of 25 characters. Norton Identity Safe allowed the change yesterday, but today I could not login.
When I contacted customer support, I was (politely) told that Norton supported long passwords and that I must have forgotten my password. Although I assured the support person that I was certain I had correctly recorded the password, the only advice he could provide was to delete the Password Vault and start from scratch.
Even though I suspected the issue was with my new, longer password, I decided to follow the advice from Norton and deleted my Password Vault and began to set up a new one. Surprise, surprise, the longest password acceptable to Norton is one of no more than 20 characters. Although the software had appeared to let me use a 25-character password yesterday, it presumably simply truncated what I supplied to 20 characters. If customer support had known this, I suspect I could have easily accessed my vault using the first 20 characters of the password I had created yesterday.
Since Norton’s anti-virus is no more robust than that provided free from Microsoft, the only reason I had been paying for Norton for all these years was to continue to access all the passwords my family members and I had stored in our password vaults. Given that I have probably lost close to 1,000 passwords, this has been a complete waste of money.