Frequently Asked Questions

What can you do with the Norton Identity Safe website?

The Norton Identity Safe website allows you to conveniently access your Identity Safe online Vault from any web browser capable device. For example, if you're using a computer at an Internet Café or a hotel business center, you still have access to your website logins, credit card details, and notes.

Who can access the Norton Identity Safe website?

Anyone who has a valid Norton account and its associated online Vault password can access Norton Identity Safe website.

Which browsers support Norton Identity Safe website?

Norton Identity Safe website is supported on the latest versions of Firefox, Chrome, Internet Explorer, and Safari.

Why do I need two passwords to login to my Vault?

Two-step verification minimizes the chance that your data could ever be breached by would-be thieves. Your Norton account credentials provide access to all of your Norton services, whereas the Vault password is specific to your Vault. Symantec does not store your Vault password. It is known only to you. This means no one including Symantec can see your Vault data. In case you forget your Vault password, Symantec cannot reset or retrieve it for you. You only need to delete your existing Vault and create a new one. In such cases, we use your Norton account password to validate your request to delete your Vault. So, we recommend that you have two different passwords for your Norton account and online Vault.

How do I change my online Vault password?

You can change your Vault password using Norton 360, Norton Internet Security, or Norton Identity Safe client.
  1. Do one of the following:
    • For Norton 360, click Settings > Identity Protection and then in the Identity Protection row, click Configure.
    • For Norton Internet Security, click Settings > Web tab > Identity Safe and then in the Identity Safe row, click Configure.
    • For Norton Identity Safe client on Windows, double-click the Norton Identity Safe icon on your desktop.
  2. In the Norton Identity Safe main window, click Settings icon that is denoted by a cog wheel.
  3. In the Settings window, click Security tab.
  4. In the Vault Password section, click Change Vault Password and proceed with setting a new password.

Can I modify my online Vault data from the Norton Identity Safe website?

In its current implementation, you can add, edit, or delete your logins and notes. While you can conveniently access your credit cards data on-the-go, the website does not currently enable you to add or edit the details of your cards. You can modify all of your online Vault's data using a device with Norton 360, Norton Internet Security, or Norton Identity Safe client/app installed.

How does Symantec protect my Vault data?

At Symantec, we consider your Vault security seriously. Your Vault data is encrypted by the client prior to storing it on the online Vault. Encryption is performed with the AES encryption algorithm, which is the leading industry standard for strong encryption. For example, when a login is saved in Identity Safe website, the username, password, and other details are encrypted. Encryption occurs before this data is ever transmitted to the server. It transforms the readable login data (plaintext) to unreadable format (ciphertext). So, no one can get to know your Vault data. The data can be transformed back to readable format only with the correct encryption key, which only you have. Also, your Vault password is never stored anywhere. All communication between the client and the Symantec server uses SSL, a cryptographic protocol, for encryption and validation.

Is it safe to access my Vault data from my office computer, an Internet Café computer, or my mobile?

As communications between your device (PC or mobile) and Symantec's servers are encrypted using industry standard SSL/HTTPS, you generally need only consider the security of the device from which you're accessing your Vault data. We recommend that you only access your Vault data from a device that you trust to be secure.

Can other users access my Vault data?

No. Your Vault can only be accessed by someone who knows both your Norton account password and your online Vault password. Symantec does not store your Vault password, so not even Symantec employees can access your Vault data.

How do I retrieve my password if I lose or forget it?

If you forget your Norton account password, see Norton account website for the details on how to retrieve or reset your password. If you forget your Vault password, you can only use your password hint to help you. We don't store your Vault password so we cannot retrieve or reset it for you. If you still cannot remember your Vault password, you need to reset your Vault. All the contents of your Vault will be deleted when you reset your Vault. So, it is important to back up your Vault in case you ever forget your password.

To learn how to back up your data, refer to Exporting or Importing your Vault data.

Can I create and manage multiple Identity Safe accounts with the same license?

Yes. If your device has Norton 360, Norton Internet Security, or Norton Identity Safe client/app installed, then each user of that device can create their own Norton account and online Vault. To access a Vault, you must know both the Norton account and the Vault passwords.

Does the Norton Identity Safe website offer the same functionality as the Identity Safe feature within Norton 360, Norton Internet Security, or Norton Identity Safe client/app?

Both provide access to your Identity Safe online Vault. The website does not allow you to create an online Vault. So, you need to first create an online Vault using Norton 360, Norton Internet Security, or Norton Identity Safe client/app. The Identity Safe website allows you to add, modify, and delete only your logins and notes. However, you can view the card details from the Identity Safe website.

I am not able to access the Norton Identity Safe website. What has gone wrong?

First, ensure you have Internet connectivity by checking that your device can access other websites. If you can access the Identity Safe website but not your online Vault, check to make sure you have access to an online Vault from within Norton 360, Norton Internet Security, or Norton Identity safe client/app. Ensure that you are using the exact same credentials to access your Vault that you are using on your computer or mobile device.

I have lost my mobile device and would like to delete my PIN. How do I do this?

You can delete the PIN on your mobile devices by clicking Delete my PIN. You will be asked to sign in with your Norton Account credentials.

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