Error: "Incorrect vault password" | Norton.com/Setup

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

To access your online vault, you must first sign in to your Norton account, and then log on to your Norton Password Manager vault. The Norton account password is different from the Norton Password Manager vault password. Your Norton account password identifies you and your individual online vault. It also gives you access to other Norton services. Next, your vault password is used to make a key to help secure your vault data. If you get an incorrect password error, you need to know if it is caused by the Norton account password or the Norton Password Manager vault password.

If you have forgotten the vault password and the password hint does not help, you can reset your vault password from your mobile device. For more information, read Reset your Norton Password Manager vault password.

Sign in to the online vault from the Norton Password Manager extension | Norton.com/Setup

The Norton Password Manager feature is now available as a separate icon on Mozilla Firefox, Google Chrome, and Microsoft Edge.

On the top-right corner of the browser window, click the Norton Password Manager icon.

Depending on the window displayed, do one of the following:

• If Get started window is displayed, go to Step 1.

• If Your vault is locked window is displayed, go to Step 2.

STEP 1

Sign in to Norton account

You must be logged on with your Norton account credentials before you can access the vault. If you are already logged on to your Norton account, go to Step 2.

1. In the Get started window, click Sign in.

2. In the Sign in window, type your Norton account username and password, and click Sign in. If you do not remember your Norton account password, then click Having Trouble Signing In? and follow the on-screen instructions to recover your lost password.

STEP 2

Sign in to the vault

1. In Your vault is a locked window, click Open vault.

2. In the Unlock your vault window, type your Norton Password Manager vault password and click Open vault.

   If you do not remember the password, click Show password hint.

   The Norton Password Manager vault password is different from the Norton account password.

3. On the top-right corner of the browser window, click the Norton Password Manager icon and select the required website.

Sign in to the online vault from the Norton Toolbar

STEP 1

Sign in to your Norton account  in Norton.com/setup

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

2. Click Sign in

3. Type in your Norton account username and password. Click Sign In.

   If you do not remember your Norton account password, then click Having Trouble Signing In? and follow the on-screen instructions to recover your lost password.

4. After you log on to your Norton account, you are prompted for your Norton Password Manager vault password.

STEP 2

Sign in to your Norton Password Manager vault

1. Type in the Norton Password Manager 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 can reset your vault password from your mobile device. For more information, read Reset your Norton Password Manager vault password.

   If you cannot reset or retrieve the vault password, you have to delete the online vault. When you delete the online vault, all your stored data is lost.

3. To delete your Norton Password Manager vault, type in a wrong password three times, and then next to Need to delete your vault, select click here.

4. Click Yes, Delete vault.

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

6. Type in your Norton account password, and click Sign In.

7. In the Information window, click OK.