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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.
I know my password and have NPM set up on computer and new phone. The problem is I got a new phone several months ago and the NPM hasn’t once sent the unlock with biometrics signal to my new phone ever. I’ve only used my vault password on my computer ever since I got my new phone. How do you get that to work?
Hello @dmh1212
Hoping, I’m understanding your issue.
Please confirm you’ve configured biometric unlock for the new phone?
Note: You can only have one device registered at any time to authorize a vault unlock request from your computer.
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You can configure Norton Password Manager to use biometric unlock on only one specific phone by managing your Passwordless Vault Unlock settings.
This feature allows you to register specific mobile devices to approve vault unlock requests from your desktop browser using your phone’s biometrics (fingerprint, Face ID, etc.).
How to manage which phone is registered:
You need to control which devices are enabled for this feature within the Norton settings.
To set up or change the authorized phone: Use the Norton Password Manager browser extension on your desktop to access the settings and select the correct device from your list of registered mobile devices.
To remove an old or unwanted phone: If you have multiple phones listed, you can remove a device from the “Passwordless Vault Unlock” settings. This will stop that specific device from receiving unlock notifications. The biometric unlock will only work on the phone that is currently registered.
Step-by-step instructions:
Open your desktop browser and launch the Norton Password Manager extension.
Sign in to your Norton account and open your vault.
Click the extension icon and select Open Web App.
In the Password Manager page, navigate to Settings.
Under the section for Passwordless Vault Unlock, click Edit or Turn on.
In the device management screen, select your desired phone from the list of registered devices and click Turn On for that specific device.
To ensure only one phone is active, make sure other devices in the list are not selected or are set to “Off”.
If you reinstall the Norton Password Manager app on a phone, you will need to set up the Passwordless Unlock feature again, as each installation is assigned a unique identifier.
For detailed, visual guides, you can refer directly to the official Norton support pages.
Good morning, I just got it to work… on my computer settings I changed the name of my phone device to the most up-to-date one. I may have previously overlooked that step. (the one you describe about “turn on” device).
Good morning, so today, the next day, I haven’t changed anything and went online on my computer and it said it was sending a signal to my phone to open NPM and the signal never hit my phone. I restarted my phone and it still didn’t show a signal. How do we fix the communication with the phone? Thanks.
I also can’t even find where, in Norton, I have the option to add the phone device for NPM unlock. Yesterday, I had no problem finding it.
UPDATE, now I found it in the vault settings, I deleted OLD phones/devices. I logged in with password today. Who knows? Maybe tomorrow it’s not going to work? I will have to try it on another day and see if NPM sends message to phone. It worked yesterday, so should have worked today.
Why am i losing all my password, some work some dont , why after instelling norton my devices like got mixed up? What Is going on , im archiving everything evidence here and my work security is in Norton hands, if i lose my work i have enough evidence that Norton didnt shield my work and. MY computer and i wil have to speak to my lawyer , Norton is responsible for my pc security and saftey ,if i find that my passwords running wild , not even , i keep reseting my pw but still cannot log in, i keep trying, and i got valuable work in my pc and devices, this is the truth, what is going on , Norton?