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Issue abstract: Forgotten Vault password and don’t have recovery key
Detailed description: I have recently redownloaded Norton and am trying to sign into the ‘Vault’ but cannot remember my password and I don’t have a recovery key set up. How do I reset my vault password? All I am offered is a password hint which doesn’t help.
Product & version number:
OS details: Mac and IOS
What is the error message you are seeing?
If you have any supporting screenshots, please add them:
Hi I am also facing the same issue. And per my conversation with the support team, if I do not have a recovery key, I am unable to retrieve access back to the vault. However I do understand there is a method to reset the vault, e.g. resetting all saved information in the old vault, to reset the access. I was informed that I need to provide remote access to the support team, which I became very skepctical. If someone can confirm the above is true, would apprecite it
Hello @hozheng
And you contacted Norton official support? support.norton.com ?
I’ve not heard Norton support has a backdoor to the vault for users that forgot their vault password.
I’ve heard…users need to setup recovery key and biometric authentication before forgetting their vault password.
You mention iOS as one of the devices. Did you have Norton Password Manager, NPM, app installed on the iOS device? And if so, did you set up biometric access to the vault? Fingerprint or Face Recognition? If so, you can open the vault from that device and then change the password using the NPM settings page on that device.
Otherwise, there is no way that Support can access your NPM passwords. This is a security feature so that no one else would be able to call support and gain access to your vault contents.
For those of you who are struggling here. Yes to get locked out of your vault just plain sucks. It’s happen to me let me try and help. Here is how I solved this. iPhone users, I had an iPhone when doing this. Go to setting and apps where you can view all your apps. Scroll down to Norton vault and click the arrow that opens a setting menu. Click the button that says Face ID and it will show you a green indicator slide button indicating Face ID on. From here go back to your Norton vault app. Click on it and it should let you in using your Face ID. Once your in you can hit reset password. Once you change your password it will prompt you to get a new pass key. From here I used the copy paste method and took screen shots of my password and passkey. From here you have to save these in a safe spot. Print them out put them in a fire safe, copy them in a safe spot etc… however you do it think is it safe here can someone hack me etc.. I’m not responsible for how you save your passwords. I’m just trying to help you get back into your vault. However you do it save it somehow so it doesn’t happen again. If your an android user it may work the same by finding your apps section and opening the Norton vault app and hitting enable Face ID. Hope this helps some people. I posted this because I lost hours of my life trying to figure this out. So I hope this saves you time and again helps you! God Bless
You bring up some valid points about facial recognition in Norton Password Manager. You have stirred my security bones with your post..
First, I went into my settings/ apps/ Norton Password Manager and found I have denied the app from using my camera. However, the app still offers me face id unlock and indeed I can unlock via my face. Something seems off there.
Secondly, if a hacker could steal your Norton credentials aka email address and password they could setup Norton Password Manager on their phone and use their face id which is specific to their device to unlock without the vault password. This brings up the need for 2 factor authentication on your Norton account.
Third, I hope my concerns can be enlightened by others here or by Norton.
To be able to use biometric access to your vault, you first have to log into the vault with your password before you can get to the settings to set up biometric access. Setting up biometric access on your phone will not allow access to your vault from another device unless you have logged into the vault and set up the biometric access for that device.
