I tried to recover my password by selecting the recovery email I chose when installing the app but the interface does not recognize my password. I tried also to select a different account but the recovery procedure does not work again.
Using Android 14 on Google Pixel 6a
Thanks for the clarification.
I don't currently use Norton Password Manager on a daily basis. But when I did, I never did see a prompt for the password after setting up fingerprint login. Maybe something changed in later versions of NPM.
I am only reporting an issue
As for the second question, I agree that with biometric access you do not need to remember the password, but you need to remember it eventually, since biometric access is disabled occasionally (sometimes the system asks you for the code for verification even if biometric access is turned on)
I understand that and I verified it as noted above. I'm just trying to understand if you have been locked out and are trying to change your pass code. Or are you just reporting an issue that you stumbled on.
My last comment on biometric access to the App Lock app was, again, just wondering if you had experience with biometric access to App Lock app. And I was just saying that if someone did set up biometric access, they would not need the recovery process that currently is not working. They could just log into the App Lock app with the biometric access and then they could change the app's pass code from the App Lock app Settings pages.
I am saying that the tool for recovery of the pass lock is not working: it does not recognize the password. THis has nothing to do with biometric setup.
Looking back through this thread, are you needing to reset the pass code for App Lock?
And you did not answer whether or not you had set up biometric access for App Lock. If you had, you can just use that to open the App Lock app and reset your password from the App Lock Settings pages.
BTW I have escalated this thread again to try to get an answer here.
I did not expect the fingerprint to work for the password recovery. I was just wondering if it still works to unlock apps protected by App Lock.
Fingerprint setup has no effect on the passcode recovery. I only mentioned it because IF you set it up THEN it's easier to forget the passcode and need the recovery
I apologise for my incorrect information. My Android tablet does not have fingerprint reader so App Lock does not even show the option.
So did you have fingerprint unlock set up before your need to reset your password? If so, does it still work? If not, we will have to wait for Norton to give some information here.
An Mo:
File Attachment: 2024-01-20 19.33.23.png_.zip
Please review: How to post an image in the forums
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It is used by Norton app lock as an option, see screenshot attached below (sorry I had to zip the file since the system would not let me upload a jpeg)
It is biometric, but it is not used by the Norton App Lock app. You need a PIN or swipe pattern to open a protected app.
it allows to use the system's Fingerprint recognition - is that not biometric?
Not sure this applies here as App Lock does not use a password manager or biometric access.
If I remember from the last time I saw this it is a problem in Norton's backend servers not connecting correctly to the Google login servers.
The main issue is that with the biometric options one can easily forget the pattern/passcodes.
I just tried on my Samsung Tab A on Android 9 and I see the same issue you are seeing. I seem to remember seeing this issue a few years ago.
I'll escalate this thread to get some help from Norton.
i did that. doesn't work
Be sure you are entering the password for the Google Account associated with your device. It should be listed when you choose Forgot Password.
You can test that you are using the correct password by logging into your Google Account in a browser.
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