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Mobile Unlock not working after iphone upgrade

I recently upgraded from an iphone 7 plus to an iphone 11 pro max. Mobile unlock was working before but is not working with the new phone. I am running ios 13.7 on my phone. I reinstalled NPM on my phone and it hasn't helped. When I go to NPM on my windows desktop it shows an alert having been sent to my phone but I never receive it. Any suggestions?

I am new to the forum and submitted the same request a few minutes ago but wasn't sure it went where it should. As a result I resubmitted it again. Ii apologize for any confusion.

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Re: Mobile Unlock not working after iphone upgrade

I  recently upgraded from an iphone 7 plus to an iphone 11 pro max. Mobile unlock was working on my old phone but doesn't work on my new phone. My desktop shows that an alert has been sent to my mobile device but I never receive it. I am running ios 13.7 on my phone have reinstalled NPM 7.1.140  but it didn't help. Any suggestions?

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Re: Mobile Unlock not working after iphone upgrade

You need to go into the Norton Password Manager, NPM, settings from your browser and set up the Mobile Unlock for the new phone. Delete the old phone from the Mobile Unlock settings and then set up the new phone.

Things happen. Export/Backup your Norton Password Manager data.
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Re: Mobile Unlock not working after iphone upgrade

The new phone doesn't show up in the list of my devices when I try to set up mobile unlock

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Re: Mobile Unlock not working after iphone upgrade

Do you have NPM installed on the new phone and have the vault open on the phone when you try to set up Mobile Unlock?

Things happen. Export/Backup your Norton Password Manager data.
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Re: Mobile Unlock not working after iphone upgrade

I do have NPM installed on the new phone and have the vault open on the phone but I still don't see the new phone in the device drop down list when I try to set up mobile unlock on the desktop.

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Re: Mobile Unlock not working after iphone upgrade

Are you using the same phone number? If not then this is the reason why you’re not receiving the unlock request.
Can you choose another way to authenticate the account/unlock details? There’s usually an option for email &/or sms.
Can you log in to NPM using the Vault password? If you can then you can turn off Mobile log in & set it up again.

Virginia/Twilight Princess. Windows 10 Pro 64bit, iPhone X, iPad Pro 9.7".
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Re: Mobile Unlock not working after iphone upgrade

Have you removed all devices listed in the Mobile Unlock setup page? Then sign out of your vault and your Norton Account. Then restart the desktop and try setting up again.

Things happen. Export/Backup your Norton Password Manager data.
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Re: Mobile Unlock not working after iphone upgrade

I  am using the same phone number. I have uninstalled and reinstalled NPM, Norton Security and Norton VPN on my phone, I have turned off mobile unlock but when i try to set it up again, i don't see my new phone. While the number is the same, I changed the name of the new phone.

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Re: Mobile Unlock not working after iphone upgrade

Also, when I go to manage my devices in Norton Security, I see the new phone name but when I go to setup mobile unlock, I see the old phone name.

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Re: Mobile Unlock not working after iphone upgrade

by the way, I am able to access all other norton functions on my phone including vault access. I am just not able to use the mobile unlock function.

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Re: Mobile Unlock not working after iphone upgrade

But have you removed the old phone from the phone list in the Mobile Unlock setup screens before trying to set up the new phone?

Things happen. Export/Backup your Norton Password Manager data.
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Re: Mobile Unlock not working after iphone upgrade

How do I do that? I have removed the old phone from the devices covered by my license but it still appears on the mobile unlock setup page and my new phone does not.

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Re: Mobile Unlock not working after iphone upgrade

The devices page in your Norton Account is not connected to the NPM functions.

To remove a device from the Mobile Unlock feature you need to open your vault from your browser. Then click on the NPM icon in the browser and click on Vault at the bottom left of the NPM window. Then click on the gear icon on the vault web page and to open Settings. Then click on Mobile Unlock Settings. 

Then click on Remove for any devices you see listed there. 

Then close the vault, restart your computer and go back to the settings from your vault in your browser and set up Mobile Unlock again.

Things happen. Export/Backup your Norton Password Manager data.
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Re: Mobile Unlock not working after iphone upgrade

See the the attached document for 3 screen shots. The 1st screen shows the settings screen after clicking on the gear icon. The 2nd shows the screen I see after clicking on mobile unlock settings; note that it shows a setup button. The 3rd screen is what I see after clicking the setup button. The phone listed is my old phone; note that there is no remove option.

Accepted Solution
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Re: Mobile Unlock not working after iphone upgrade

I finally got it working. Figured out that I needed to have mobile unlock on in order to remove the device. I then restarted and the unlock notices are coming through. I see that the phone name doesn't match the name I gave my phone. Is there a way to change the name shown in mobile unlock?

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Re: Mobile Unlock not working after iphone upgrade

Yes the feature does have to be turned on to make changes. I thought that it was already turned on as you were saying it worked before and there was no mention of having turned it off.

Anyway, good news that you were able to figure it out.

I have found no way of changing the name. But as you only have one phone in the settings it should not make any difference to the operation of the feature.

Things happen. Export/Backup your Norton Password Manager data.
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Re: Mobile Unlock not working after iphone upgrade

Thanks for all your help!

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Re: Mobile Unlock not working after iphone upgrade

You are welcome. But in the end, it was you that figured it out.

Things happen. Export/Backup your Norton Password Manager data.
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Re: Mobile Unlock not working after iphone upgrade

I  recently upgraded from an iphone 7 plus to an iphone 11 pro max. Mobile unlock was working on my old phone but doesn't work on my new phone.

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Re: Mobile Unlock not working after iphone upgrade

ClassGertons:

I  recently upgraded from an iphone 7 plus to an iphone 11 pro max. Mobile unlock was working on my old phone but doesn't work on my new phone.

Have you followed the directions I gave above to remove the old phone from the Mobile Unlock settings and then set up the new phone in those same settings?

Things happen. Export/Backup your Norton Password Manager data.
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Re: Mobile Unlock not working after iphone upgrade

Do not you want to visit technical service specialist with this issue? I do think that the problem can be resolved in just a few clicks, but without knowledge of the nuances, you can spend hours on it. I do not think it is worth spending your nerves on it. I am from Dallas zip code locations, and we have service spots in each shopping center. They will do it in no time.

[Edit: Removed hyperlink to a potentially malicious page to conform with the Participation Guidelines and Terms of Service]