New password manager - not a good start

[Navrig]

I am moving from TrueKey to Norton.  I hope Norton is better because it can't be any worse at times!!

However after entering my BT credentials I am now asked for a Vault Password as if I already have an account.  It seems this is not the first time this has happened:

https://community.bt.com/t5/Broadband-Extras-Apps-from-BT/Norton-password-manager/m-p/2221345/highli...

Any ideas on how I get around this?

[Les-Gibson]

See message 4 on the page you linked to in your post

[Navrig]

You mean:

"I believe you can reset your password on the Norton Password Manager mobile app, however you need to authenticate first using a fingerprint or with facial recognition!  They don't make it easy :).  The only other option would be to enter the password incorrectly three times on your computer, it should then let you delete and create a new vault."

That is not an option I see.  At the first login I can request a Onetime password but when I enter my email I am told I don;t exist.  The other option is to login via a Service provider.  After entering BT credentials I am then presented with a request for a Vault password and no option to change etc.  I can see a password hint but it means nothing to me.

Going into Help provides lots of information but ultimately I need to have biometrics setup in the app and I can't seem to do that without a vault password.

[Navrig]

This is taken from the help screens:

RESET NORTON PASSWORD MANAGER VAULT PASSWORD FROM ANDROID DEVICE

1. Sign in to your Norton Password Manager app using biometric authentication.

2. In the Vault screen, tap the Menu icon  and then tap Settings.

3. In the Settings screen, tap Vault.

4. In the Vault screen, under Vault Password, tap Reset Password.

   Tap the Fingerprint sensor when you receive a prompt.

5. In the Reset password screen, follow the on-screen instructions and tap Save.

[Les-Gibson]

Have you tried entering your BT credentials and making three wrong guesses at the password? (as implied by "The only other option would be to enter the password incorrectly three times on your computer, it should then let you delete and create a new vault.")

[Navrig]

Tried that and after more than 3 failed attempts the screen didn't change.  I then selected Help and then Forgot Password.  After entering my email I was told I don't exist.