I renewed on 2/14/13 with the help of a tech because renewal has been so problematic. Previously given extra 3 months because they made a mess of it adding another and continuing to remind after paid, etc. On 2/15/13 was away and on 2/16/13 could not open vault, same as your description and I'd used same pw for about a year. No tech available from 5:00 pm to 1:00 am, finally pretended to buy and got a rep who saw as I did mention of a (local identity safe) pw request. He explained it refered to a "Norton problem . . . . and nothing I did and "system wouldn't be available to fix my problem logging on, try later". But he did give me a supv who told me that he saw a local identity safe on my computer therefore I "never had an online identity safe vault". He spent all that time trying I don't know what but each time he was ready for me to do something he told me to "try to remember the correct pw . . . . try another, try to remember any previous". He said the one I'd been using for the year as I explained I had "was only for the local vault". He insisted it had to be that or I was mistaken in pw. I'd been using the vault since 12/2010, didn't matter to him. Never saw the words (local safety vault) until that night. He said "it was always part of my login to my vault but I'd never noticed it before". He would not concede even a possibility the vault was wiped out when the download for renewal was done two days or so before, or that Norton did anything ever to my vault because he said "it never existed". He saw the history of techs who helped etc, but would not explain why none other than himself said I "only had a local vault". he's a case manager and I'm screwed.
[Clarified Subject]
Me too, in California, for the first time and only after renewing on 2/11 or 2/14 and trying to use on 2/16! NORTON INSISTS I NEVER HAD AN ONLINE VAULT, ONLY A LOCAL ONE SO THE PW I'D BEEN USING FOR THAT YEAR AND THE VAULT I'D BEEN ACCESSING AND USING SINCE 12/2010 could not be accesed because (1) it is not online and never was and (2) the pw I'd been using must suddenly be wrong--that day--because if it was right it would have opened the LOCAL VAULT as that is the only vault ever. No kidding, the "case manager " was only reached at about 1:30 a.m. because after trying to call since 5:00 pm Saturday until 1:00 a.m. I could not reach a tech or person and only reached him after pretending I was interested in buying a Norton product. He played with it until 6:30am and for all that time told me that ridiculous reason that no reasonable person would ever believe! WHY HAVE THE SAFETY VAULT, IDENTITY SAFE only on your local computer instead of the online account? Why would none of the other NORTON TECHS have corrected or told me about that when they assisted installing in 2011 and with some help in May 2012 when I was concerned I might have two accounts (as I continued to get reminders to renew even though I had months ago)? Every time I talked to techs it was because, as I told them, I was afraid to do something wrong that would wipe out the "safe" the "vault" as that was the MOST IMPORTANT THING IN THE PRODUCT FOR ME. He, as a case manager, was uwilling to do anything like "consult with another tech", "consult with Cox.net" to see if there may be an interface problem; in other words this guy WOULD NOT CONCEDE THE POSSIBILTY OF ANY ERROR IN SOFTWARE OR INSTALLATION ON THE PART OF NORTON and finally after about 6 hours of this he gave me the address to their legal dept and told me to "have my lawyer contact them by letter". I cried about this and was sickened to death it seemed to know I lost all pins/passwords and logins I'd created over the two plus years. I'm an elderly woman as I explained to this case manager who depends on internet contact for much and family and friends far away. TOO BAD!
[Clarified Subject]
To help us with your issues we need a couple of questions answered.
What Norton product are you using and what version? Support About.
What operating system and service pack are you using?
Can you log into your Identity Safe at www.identitysafe.norton.com
Do you see the options for logging into your local or online vault when you try to log into Identity Safe from your product or your browser?
