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Unable to login to Norton IDSafe on my ipad

I use IDSafe on my laptop everyday.    I have never had an issue with it.    Everytime I try to login to IDSafe on my ipad, I get an error message saying the my username and password are incorrect.    I've tried to delete and then reinstall the app and nothing changes.    I've tried to find the answer on this thread but I don't see a fix for my issue.

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Re: Unable to login to Norton IDSafe on my ipad

I use IDSafe on my laptop everyday.    I have never had an issue with it.    Everytime I try to login to IDSafe on my ipad, I get an error message saying the my username and password are incorrect.    I've tried to delete and then reinstall the app and nothing changes.    I've tried to find the answer on this thread but I don't see a fix for my issue.

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Re: Unable to login to Norton IDSafe on my ipad

Are you using a local or online vault for your Identity Safe data on your PC?

Did the iPad app ever work?

The online vault is what the iPad app will look for. Be sure you are using your Norton Account username and password to first log into Norton Account, then you enter the password for the Identity Safe vault.

Things happen. Export/Backup your Norton Password Manager data.
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Re: Unable to login to Norton IDSafe on my ipad

I'm using the online vault.  On my laptop it loads via chrome browser and I'm prompted to login.   I use it everyday so I'm 100 percent sure of the login info.     The app on my iPad has never worked.     I just don't know what else to try.    Norton  support  sent me here to the forums.  

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Re: Unable to login to Norton IDSafe on my ipad

Hi

Can you tell me what version of the App you are using, OS, and Ipad version?

Can you also log into http://identitysafe.norton.com  successfully?  Can you log in here from your iPad and then try again loggining into your vault on your iPad?  The UI for the website isn't great from the iPad, but it will work. 

I also want to confirm you used the exact same Norton Account that you used from your PC. 

Thank you,

Rhonda Leopold

Program Manager- Identity Safe Mobile Edition

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Re: Unable to login to Norton IDSafe on my ipad

Hi,

The Norton IDSafe App is version 2.5 on the ipad.   It's Norton 360 on my computer updates automatically.    I have iOS version 6.1.3, and my ipad is the ipad mini.

I am able to successfully log into http://identitysafe.norton.com.     I can log in here from my ipad but when I try to click on the link it takes me to the  itunes store for the app.      I am trying to log into the app using the exact same login information that I use on the computer and I even have chrome on my ipad as a browser.

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Re: Unable to login to Norton IDSafe on my ipad

I tried to log on from my chrome app with the link you gave me and it took me to the login window but I got the same error message.   My username and/or password is incorrect.      I then logged in from my computer again and had no issue.    Is there some sort of setting I'm missing maybe?

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Re: Unable to login to Norton IDSafe on my ipad

Are you saying you tried to log into http://identitysafe.norton.com with Chrome but it gave you the same error?

can you email me your email address you use for your Norton account?  Rhonda_Leopold@symantec.com

Please do not send your password.

Thank you,

Rhonda Leopold

PGM- IDSafe Mobile Edition

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Re: Unable to login to Norton IDSafe on my ipad

I am having the same issue. I just spent an hour on-line and on the phone with tech support with no sucess yet. Was there eve a resolution to this?

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Re: Unable to login to Norton IDSafe on my ipad

By the way, I use the online vault with both Firefox and IE on my PC - no problems.  On the iPad I get "Your Norton Account username or password was entered incorrectly"

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Re: Unable to login to Norton IDSafe on my ipad


johnbfdma wrote:

By the way, I use the online vault with both Firefox and IE on my PC - no problems.  On the iPad I get "Your Norton Account username or password was entered incorrectly"


What is your iOS version number for the iPad?

What version of Identity Safe are you using on the iPad? Try swiping from left to right and then click on the ? at the bottom of the page. Then tap on About.

Try tapping on the little box with a right arrow at the top of the main browser page in Identity Safe. Then tap Clear Cache. See if this helps.

Things happen. Export/Backup your Norton Password Manager data.
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Re: Unable to login to Norton IDSafe on my ipad

Ipad is running iOS 7.0.3 - just upgraded this week.

Identity Safe os 2.5.18 - just downloaded yesterday

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Re: Unable to login to Norton IDSafe on my ipad


johnbfdma wrote:

Ipad is running iOS 7.0.3 - just upgraded this week.

Identity Safe os 2.5.18 - just downloaded yesterday


So you did not have the Identity Safe app before this? If you did, was the app working properly before updating to iOS 7.0.3?

Did you try clearing the cache?

Things happen. Export/Backup your Norton Password Manager data.
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Re: Unable to login to Norton IDSafe on my ipad

Hi Peter,

Let's get him the new update to 3.0 and see if that works.

We are very close to publishing it on iTunes, but we can send a link to the build today.

If we could get a private message with the email address I can forward it.

Thanks,

Rhonda

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Re: Unable to login to Norton IDSafe on my ipad

Identity Safe 2.5.18 - downloaded from itunes yesterday

iOS 7.0.3 - upgraded from iOS 6 earler this week

Have never used Identity Safe on the iPad before.

I tried clearing the cache - No luck

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Re: Unable to login to Norton IDSafe on my ipad

How does a private message work?

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Re: Unable to login to Norton IDSafe on my ipad

Hi,

There is an option in the upper right hand corner to "send private message"

Or, easier.. just email me at Rhonda_Leopold@symantec.com

Thanks,

Rhonda

IDSafe Mobile Team-- Symantec

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Re: Unable to login to Norton IDSafe on my ipad


RDLeo wrote:

Hi Peter,

Let's get him the new update to 3.0 and see if that works.

We are very close to publishing it on iTunes, but we can send a link to the build today.

If we could get a private message with the email address I can forward it.

Thanks,

Rhonda


Thanks for the WE Rhonda. Although we know that was beyond my capability. 

Lets hope the new version fixes things. So far I have had no trouble with it.

Things happen. Export/Backup your Norton Password Manager data.
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Re: Unable to login to Norton IDSafe on my ipad

Problem solved!  It turns out that it wasn't a problem with the app, but that I didn't understand that when setting it up for the first time I needed to first enter my Norton password, then my Identity Safe password. 

For a long time in the Windows Firefox browser all I needed to enter was my Idenity Safe password, so the idea of having to enter my Norton password first didn't occur to me.

Thanks to Rhonda for working with me to figure this out!

I have deleted the pre-release version and re-istalled the version on iTunes and now that I know what I have to do, it works fine.

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Re: Unable to login to Norton IDSafe on my ipad

Thanks for posting back with the solution.

A new app will always have some kind of learning curve.  

Things happen. Export/Backup your Norton Password Manager data.