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Kudos0

Can't access Norton IDSafe vault from iPhone app

After updating to the latest version of Norton IDSafe app on my iPhone, it no longer recognises my vault password and has cancelled my PIN.  I now get the "Incorrect password" message whenever I try to open the vault.  I've checked the password I'm entering via the app is indeed correct, and the password still works from my Windows laptop.  I've deleted and re-installed the app, but no change.  Any ideas how to fix this?

sheld

Respostas

Kudos0

Re: Can't access Norton IDSafe vault from iPhone app

After updating to the latest version of Norton IDSafe app on my iPhone, it no longer recognises my vault password and has cancelled my PIN.  I now get the "Incorrect password" message whenever I try to open the vault.  I've checked the password I'm entering via the app is indeed correct, and the password still works from my Windows laptop.  I've deleted and re-installed the app, but no change.  Any ideas how to fix this?

sheld
Kudos0

Re: Can't access Norton IDSafe vault from iPhone app

Welcome ShelaghD

I just tried to access my vault from my iPad with interesting results. I first got the 'Incorrect Password' error message. Next attempt I was successful in logging in, but as I tapped the main menu icon at the bottom of the screen, I was kicked out of the vault, and the 'Incorrect Password' message displayed again. My third attempt seems to be working OK.

Have you tried closing out the app, restart your phone, then try again/

What version of ID Safe do you now have installed? Mine is version 3.1.16

Just to verify that your first login is to enter your email address for the Norton Account you are using, then the Account password, and then the Vault password.

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

Re: Can't access Norton IDSafe vault from iPhone app

Thanks for your reply.  I have tried
1) closing out of the app, restarting the phone, trying again - no success

2) deleting the app, reinstalling, trying again - no success

3) updating iOS to v7.1.1 - still no success

Not sure what version it is - it was updated recently in a general App Update download.

I'm logging into Norton Account first (successfully) and then very carefully entering the password character by character to check it's correct - no success although the password still works when I access ID Safe from my Windows laptop.

sheld
Kudos0

Re: Can't access Norton IDSafe vault from iPhone app

I am not seeing this problem at this time. I only had the one time issue when I first replied to you.

What part of the world are you in? It may be a localized issue.

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

Re: Can't access Norton IDSafe vault from iPhone app

First time you open the app it should ask you to log into your Norton account then ask for your ID safe password, make sure you're logging in with the correct one as I made the .Israel of trying to use my ID safe password rather than my account one.

Virginia/Twilight Princess. Windows 10 Pro 64bit, iPhone X, iPad Pro 9.7".