Issue abstract: I’m unable to log into the Norton password manager vault. Biometric authentication and reset password has not worked.
Detailed description: I typically use biometric authentication (fingerprint) but the app recently stopped giving me the option to use this. I tried entering my password which errored and indicated that the password was incorrect. I’ve tried resetting the password and it still says that it is incorrect. I’ve tried uninstalling and reinstalling the app which did not fix the issue. I also tried calling the help line but it requires a 10 digit verification code which my mobile would not generate. I’ve tried on my mobile (Android) as well as on my laptop (Mac) and all options have failed. Any ideas as to what I can try next?
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just remove it and add it agian try that did that help ore i might got a other thing to do it work on my phone
I tried uninstalling and reinstalling the app several times but it’s still not working.
Has you tryet to remove the phone in the app to see if that helps and if that dont helps remove the app on the the phone and then the browser app and then the phone in the webbrowsere and then it might work just clean all the thing and install it all agian
I have the same issue and have tried everything already suggested here without success. Was just told by customer service that I effectively have lost access to my account which is pretty unacceptable. No idea why the biometric prompt went away.
Yes, I’ve lost all respect for Norton and this app. I had over 150 passwords saved and now have begun the arduous task of resetting all of them. It’s a complete nightmare and will take weeks/months to update everything I’ve lost. I will never use this app or Norton products again. Completely unacceptable.
Same thing happened to me and they said nothing can be done. I will never use the app again!
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if it dont work remove the webapp remove the phone in the webapp and remove the app on the phone that might help and install it all agian
I have done all of those things and I’m still not able to access my vault. Please stop suggesting the same things I’ve already stated that I’ve done.
when somthing like this happens all the passwords is lost and that is not a norton problem it happens in all password manager in the world the only way you can get them back is if you got a backup on the computer so pay keeper 1password but remember if the same happens there the problem is the same so there is not a backup system at all just live whit it the only whay you can get it in agian is to add it in agian manuel it has happen to me also but it does happen somtimes so not be mad at norton it is a bug it just happen to all password manager paid nordpassword and then it happen there also so dont be mad just add it in agian on by one