Identity Safe vault data is not available even though I have saved the data in Norton Identity Safe online vault

To check if the issue you are experiencing is related to a known system problem or outage, visit Norton Services Status page.

This problem occurs when the Identity Safe vault is not available due to temporary server outage. To resolve this problem, you need to sign out from the Norton account from your Norton product, restart the computer, and sign in to your Norton account again.

Do not create a new vault as it would delete all your saved logins.

Sign out from your Norton account

  1. Sign out of the Norton Identity Safe vault in your computer and all your other devices.

  2. Restart your computer.

  3. Sign in to your Norton Identity Safe online vault from your computer.

    If you see the error: "Your Norton account is temporarily locked due to too many failed login attempts...", do not try to sign in to your Identity Safe vault from any of your devices for 1 hour.

If the vault data is still unavailable, you can import the saved vault data that are automatically backed up on your computer.

Import vault data from the automatically backed up files

  1. Open Norton Identity Safe vault.

  2. Navigate to Settings.

  3. In the Settings window, on the Import/Export tab, click Import.

  4. In the Vault Import window, choose the appropriate option, and click Import.

    By default, the backup folder opens. If it does not, then navigate to C:\Users\user name\Documents\Norton Identity Safe Backups\email address

  5. Select the latest backed up file and click Open.

    The file name is of the format: YYYY-MM-DD HH-MM-SS.dat

Thank you!

Thank you for using Norton Support.

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DOCID: v76298945_EndUserProfile_en_us
Operating System: Windows
Last modified: 08/23/2016