Norton Internet Security Identity Safe no longer accepts password

the online account does, the safe doesn't. it stopped working on my wife's login months ago and has now stopped on mine. I am faced with having to go back to 2011 version, but seeing as I paid for the 2012 version for three pcs, none of which now work properly, I feel horribly cheated.

 

I run windows 7 64 bit on laptop and pc