I see an incorrect password error when I sign in to my Norton Identity Safe Vault

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

To access your online vault, you must first sign in to your Norton account, and then log on to your Identity Safe vault. If you get an incorrect password error, you need to know if it is the Norton account password or the Identity Safe password that is causing the error.

STEP 1

Sign in to your Norton account from the Norton Identity Safe Toolbar

  1. In your web browser, if the Norton Identity Safe toolbar displays Vault is Closed, then click Vault is Closed.

  2. Type in your email address, and click Next.

  3. Type in your Norton account password, and click Sign In. If you do not remember your Norton account password, then click Forgot Password and follow the on-screen instructions to recover your lost password.

    After you log on to your Norton account, you will be prompted for your Identity Safe Vault password.

STEP 2

Sign in to your Norton Identity Safe Vault

  1. Type in the Identity Safe vault password. If you have forgotten the vault password, click Show password hint.

  2. If you have forgotten the vault password and the password hint does not help, you need to delete the Identity Safe online vault.

    For security reasons, if you have forgotten your Identity Safe vault password, you cannot reset or retrieve the vault password. When you delete the online vault, all your stored data is lost. However, if you have exported or backed up your vault, you can import this data in to your new vault. For more information, read: Importing your Identity Safe data.

  3. To delete your Identity Safe vault, type in a wrong password three times, and then select click here.

  4. Click Yes, Delete My Vault.

  5. Type in your Norton account password, and click Delete My Vault.

  6. In the confirmation dialog box, click Yes to permanently delete the vault.

Thank you!

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DOCID: v80684438_EndUserProfile_en_us
Operating System: Windows
Last modified: 08/23/2016