My password manager passwordless vault unlock is not working. No text message received

[KenSC]

Note: Please do not post Personally Identifiable Information like email address, personal phone number, physical home address, product key etc.

Issue abstract: My password manager passwordless vault unlock is not working. No text message received.

Detailed description: The password manager extension on both my Chrome browser and my Edge browser states that it has sent a passwordless vault unlock request to my phone but no message or request is received. It worked until a couple of months ago. My phone is a Samsung Galaxy S24 Ultra (Android software all up to date) and my PC is on the latest version of Windows 11 Pro.

Product & version number:

OS details:Android 16, One UI 8.5

What is the error message you are seeing? There is no error message. The extension states that the request has been sent, but it is never received on my phone.

If you have any supporting screenshots, please add them:

[bjm]

@KenSC

My password manager passwordless vault unlock is not working. No text message received.
The password manager extension on both my Chrome browser and my Edge browser states that it has sent a passwordless vault unlock request to my phone but no message or request is received. It worked until a couple of months ago. My phone is a Samsung Galaxy S24 Ultra (Android software all up to date) and my PC is on the latest version of Windows 11 Pro.
Android 16, One UI 8.5

Hello @KenSC

The Norton Password Manager Passwordless Vault Unlock feature relies on data push notifications sent directly to the Norton app, rather than a standard cellular text message (SMS). Because it suddenly stopped working on your Samsung Galaxy S24 Ultra, the connection or device tokens between your PC browsers and the Android app have likely desynced.

To fix this issue, you need to un-link and re-link your device.

1. Remove the Broken Phone Link on Your PC

2. Click the Norton Password Manager extension icon in Chrome or Edge.

3. Select Use Your Vault Password to open it manually.

4. Click Open Web App at the bottom, then click Settings on the left menu.

5. Go to Manage Devices.

6. Find your Samsung Galaxy S24 Ultra and click Remove Device.

7. Confirm by clicking Continue, then click Done.

8. Verify Android App and Notification Settings

Before re-linking, check your Samsung-specific power and notification configurations:

• Allow Notifications: Open phone Settings > Apps > Norton Password Manager > Notifications and ensure they are fully enabled.
• Disable Battery Optimization: In the same app settings page, tap Battery and switch it to Unrestricted. Android’s deep-sleep optimization often kills the background processes needed to receive instant push alerts.

3. Re-Register the Phone and Browser

4. Open the Norton Password Manager app on your Samsung Galaxy S24 Ultra and unlock your vault.

5. Tap the Menu icon (three lines) and select Settings.

6. Under the Vault Unlock section, tap List this device for desktop unlock and tap OK.

7. Return to your desktop PC, open the Chrome/Edge extension, and re-enable Passwordless Vault Unlock. Note that you must step through this configuration for each browser separately

• FAQ: Passwordless Vault Unlock
• Add a mobile device to receive Passwordless Vault Unlock notifications
• Remove a mobile device to stop receiving Passwordless Vault Unlock notifications

Caveat: Norton Password Manager is not my daily rider.

[bjm]

Hello @KenSC
Care to share your progress
Thanks