No option to reset vault password on menu on vault screen

[charles_hamblet]

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[charles_hamblet]

Hi everyone, new to this and feeling frazzled with trying to reset my password on the vault screen to password manager. This is the second time of trying to do this. The first, i successfully changed the vault password , however it does not seem to recognise the new password. Hence i want to change it again, however now i don’t have the option to ‘reset password’ on the menu ,

[bjm]

@charles_hamblet

Hi everyone, new to this and feeling frazzled with trying to reset my password on the vault screen to password manager. This is the second time of trying to do this. The first, i successfully changed the vault password , however it does not seem to recognise the new password. Hence i want to change it again, however now i don’t have the option to ‘reset password’ on the menu ,

Hello @charles_hamblet
Norton Password Manager → Windows? → Chrome?

Did you try Sign out → cycle browser → Sign In → new vault password?

Did you try Sign out → cycle browser → Remove (extension) → cycle browser → Install (extension) → Sign In → new vault password?

Install Norton Extensions here

Note: Norton - Account password is not Norton Password Manager - Vault password

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You’re not finding?

You’re not finding?

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To reset your Norton Password Manager vault password, you must use the mobile app with biometric authentication (fingerprint/Face ID) enabled, as it cannot be done on a desktop. Open the app, go to Menu > Settings > Reset vault password, authorize with biometrics, and set a new password.

Steps to Reset Vault Password (Mobile Only):

1. Open the App: Sign in to the Norton Password Manager app on your Android or iOS device.
2. Access Settings: Tap the Menu icon (three lines) and select Settings.
3. Initiate Reset: Tap Reset vault password.
4. Authenticate: Use your biometric authentication (fingerprint or face scan) when prompted.
5. Create New Password: Enter a new password, confirm it, add a hint, and tap Save or Reset Now.

Important Notes:

• Data Loss: If you have not set up a password recovery key or cannot use biometrics, you may lose all data in your vault.
• Recovery Key: If you have a recovery key, you can use it to regain access without losing data.
• Alternative Method: If you cannot access the mobile app, you may need to delete your vault entirely and start over, which erases all stored data.
• Account Password vs. Vault Password: This process is for the Vault Password. To reset your Norton Account password, go to norton.com/resetpassword.

Norton Password Manager lets you reset your vault password from your mobile device only. You cannot reset your vault password from your Windows device. To reset the vault password from your mobile device, ensure that the Norton Password Manager app is installed and configured to open vault using biometric authentication.
Reset vault password of Norton Password Manager from your mobile device here

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The Vault Access Recovery option in Norton Password Manager helps you setup a recovery key to get back into your vault if you forget your vault password.
Set up Password Recovery Key to recover Norton Password Manager vault password here

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To reset your Norton Password Manager vault password, your options depend on whether you have a mobile device with biometric authentication (Face ID or Fingerprint) already set up for the vault.

Option 1: Reset Using Biometrics (Mobile Only)
You can only reset a forgotten vault password via a mobile device if you have previously enabled biometric unlock. You cannot reset the password directly from a Windows or Mac computer.

1. Open the Norton Password Manager app on your iOS or Android device.
2. Sign in using your biometric authentication (Face ID, Touch ID, or Fingerprint).
3. Tap the Menu icon (three horizontal lines) and select Settings.
4. Tap Reset vault password (on Android, this may be under the Vault sub-menu).
5. Approve the action using your biometric sensor when prompted.
6. Follow the on-screen instructions to enter and confirm your new vault password.

Option 2: Use a Recovery Key
If you previously generated and saved a one-time Recovery Key (a PDF file), you can use it to regain access.

1. Click the Norton Password Manager extension in your browser or open the mobile app.
2. Select Unlock vault and then click Forgot vault password?.
3. Choose the option to use your Recovery Key.
4. Enter the key exactly as it appears in your saved PDF to unlock the vault and set a new password.

Option 3: Reset the Vault (Data Loss)
If you do not have biometrics enabled or a recovery key, your only remaining option is to reset (delete) the vault. This will permanently delete all saved passwords and data.

1. Open your browser and click the Norton Password Manager icon.
2. In the “Unlock your vault” screen, click Forgot vault password?.
3. Under Reset vault, click Reset your vault.
4. Confirm the action by selecting “I understand all my data will be lost” and clicking Reset vault.
5. You can then create a new, empty vault.

For assistance with your Norton Account password (the one for your email login), you can use the Norton Password Reset Tool.

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