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FAQ: Mobile Unlock

The Mobile Unlock feature lets you unlock your Password Manager vault using a desktop browser by approving a notification on your mobile device. Each time you launch your desktop browser with the Norton Password Manager extension installed, a vault unlock request notification is automatically sent to your registered mobile device.

How to change the registered mobile device?

To change the registered mobile device, you need to remove the existing device from the vault settings on the configured desktop browser and set up the feature again on a new device.

Change registered mobile device

  1. Open the desktop browser and launch the Norton Password Manager extension and sign in to your Norton account.

  2. Click the Norton Password Manager browser extension icon and click Settings.

  3. In the Settings page, under Mobile Unlock settings, click Remove under My Devices.

  4. After removing the device, click Set up.

  5. Under My Devices, select your mobile device from the list and click Turn On.

I do not want the vault unlock notification to be sent to my mobile device every time I launch the browser. How can I do so?

You can disable the Always perform mobile unlock on browser startup option present in the Mobile Unlock settings of the Norton Password Manager extension on your computer or Mac.

When can the vault unlock request be sent to the mobile from my computer or Mac?

The vault unlock request is sent to the mobile every time you launch the browser or sign in your Norton account. For the Mobile Unlock to work, you must have installed the Norton Password Manager browser extension and turned on the mobile unlock feature.

Should I turn on the Mobile Unlock feature on every browser that I use?

Yes. The Mobile Unlock feature should be set up independently on every browser which has the Norton Password Manager extension installed.

Can I register multiple mobile devices to approve the Mobile Unlock request from my computer or Mac?

No. You can only have one device registered at any time to authorize a vault unlock request from your computer.

Can I turn off the Mobile Unlock feature?

Yes. Launch the Norton Password Manager browser extension on your browser and navigate to the Mobile Unlock settings page. Under My Devices, click Remove next to the mobile device.

A vault unlock request was sent from my computer but a notification was not received on the mobile. What can be the reason?

Some reasons for not receiving a notification as expected may include:
  • If your mobile device does not have a stable Internet connection, the vault unlock request notification may not be received.

  • If the notification for the Norton Password Manager app is disabled in your iOS device, you will not receive the notification. Enable the notification for Norton Password Manager in your iOS device and relaunch the app.

  • If the Norton Password Manager app is uninstalled on the mobile device, the Mobile Unlock request notification cannot be received on the mobile.

  • If the device is on power saver mode or if battery optimization is enabled on the app, the mobile may not receive the vault unlock request notification.

I received a vault unlock request notification on my mobile, but after clicking Approve, I receive an error. What can be the reason?

A few reasons for seeing an error upon approving a vault unlock request on mobile are:
  • Displayed time on the mobile device is incorrect

  • Notification may have expired

  • Mobile app may have been uninstalled and reinstalled on the device

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DOCID: v136450325
Operating System: Windows, Mac OS X, Android, iOS
Last modified: 11/01/2021