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Issue abstract: I am locked out of my Password Manager
Detailed description: I had biometrics enabled but am now locked out of my password manager. My computer won’t ‘communicate’ with my phone to send an Unlock request. My password hint doesn’t work, and I can’t access from my laptop either. I tried uninstalling and reinstalling the app, but that did nothing. I did not create a passkey. I am trying everything to keep from losing 150+ passwords.
Product & version number: Norton Password Manager Version 8.8.2.3698
OS details:
What is the error message you are seeing?
If you have any supporting screenshots, please add them:
Hello @Brad_McMillion
You did not setup a recovery key to get back into your vault if you forget your vault password.
Meaning…you forgot your vault password?
Or, your vault password does not work?
Does “biometrics enabled” prevent you from using your vault password?
Can you Sign In (top right) here and use your vault password?
Can you Sign In at browser extension and use your vault password?
Do you know your vault password?
Oh!?, passwordless vault unlock doesn’t work and you do not know your vault password?
Sorry, I’ve not “biometrics enabled”.
FAQ: Passwordless Vault Unlock here
I do not know my vault password. I did not set up a recovery key because I have always used biometrics. I no longer have the option to use my fingerprint. It won’t accept my password hint. I can log into my Norton account, but there is no where that I can access password manager.
This option does not work either as it won’t send the request to my mobile device –
Resend Passwordless Vault Unlock request?
Be sure that you’re online and notifications are turned on. Resend to unlock your vault from your device.
If you had biometric vault access set up on you mobile device you should have been able to log into your vault using that. But as you uninstalled and reinstalled the Norton Password Manager, NPM, app, you will have lost the biometric access as it has to be set up again. But to do that you need to know your vault password to set up biometric or PIN access.
Your Passwordless Vault Unlock also has to be set up from a mobile device that you have logged into the vault. It would also have to be set up again after you reinstalled the NPM app on your mobile, as it is not the phone number being used to contact the phone, but the serial number of your NPM app that identifies what phone to use for the Passwordless Unlock.
You mentioned trying get your password hint accepted. You do not enter the hint anywhere when trying to access the vault. The hint is supposed to be something that would help you remember the original vault password.
Bottom line here is that you will now have to somehow remember the password you set up for your vault before you can resolve the issues you mention here. Not even Norton Support can help you for security reasons to protect your stored logins.