Can't access password manager on new phone

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Issue abstract:

Detailed description:
I purchased a new phone I subsequently download Norton password manager on the new phone when I try to use my Vault password it would not work but the same password would work for my old device. No matter what I do the password will not work for the new device and I’m not getting the password wrong because I used it to log into the old device. I called them Norton and I spoke to them and she had me run through a couple of different solutions but nothing worked but today I discovered that now the password won’t work on my old phone either and I’m not forgetting the password I was just using this password yesterday I’m at my wits and I don’t know what to do. And I did not have Biometrics set up beforehand is there any solution for this
Product & version number:

OS details:

What is the error message you are seeing?

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have you tried vault access from a Windows browser?
have you tried vault access from your Norton account dashboard here?
have you tried Sign In (upper right) & vault access here