Vault password reset with no recovery key

Norton Password Manager
1

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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:

1 Like
2

Hello @RoryNYJ
Had you configured to open vault using biometric authentication?

3

Hi bjm,

No - if I click on password manager and ‘account settings’ I have ticked the dual authentication option if that is what you mean?

But that still doesn’t give me any option within the password manager app to reset my vault password as the ‘recovery key’ button is still greyed out

4

Users need to setup recovery key and biometric authentication before forgetting their vault password.

sounds like Two-factor authentication for your Norton account
https://support.norton.com/sp/en/us/home/current/solutions/v100023155

5

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

6

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.

Please post progress

7

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.