Passwords Synchronization

[REDACTED]

Hi,
If you have forgot your master password and have not another device connected to synchronisation you have only one option and it is restore your access by backup e-mail.
If you have lost even backup e-mail you have lost definitely your records. Reason of this situation is we are really focused on safety. You can register by another e-mail and enter new passwords or you can write on our support and ask for reset account. After reset you can register via you e-mail which you used before but no secure records (no stored passwords) will persist the reset. For contact support you can use form in application settings.

Avast Passwords Team

[bob3160]

Hi,
If you have forgot your master password and have not another device connected to synchronisation you have only one option and it is restore your access by backup e-mail.
If you have lost even backup e-mail you have lost definitely your records. Reason of this situation is we are really focused on safety. You can register by another e-mail and enter new passwords or you can write on our support and ask for reset account. After reset you can register via you e-mail which you used before but no secure records (no stored passwords) will persist the reset. For contact support you can use form in application settings.

Avast Passwords Team

If this is a quote from someone at Avast, then please post the link to that quote. Do not make your post appear as though it's from the Avast Password Team.

[REDACTED]

Thank you for advice.
I made some changes on my profile.

[bob3160]

Thank you for advice.
I made some changes on my profile.

[REDACTED]

Hello, i need help... I don't ménage toi enter on AVAST PASSWORD in my smartphone. The principal password works on my computer, but every time i trust to enter it toi have acces to the smartphone application,  It's impossible.

Cloud tu help me.

Plus, the synchronisation doesn't work...

Thanks for your help

Céline

[REDACTED]

I love Avast.  However, the password synchronization function is the weirdest of the functions.  Great idea.  Horrible implementation!  I have tried everything in here to synchronize between two windows and one android device.  All of them believe they are primary.  There is no place to enter a danged synch code and I am getting really fed up.  Never receive an email to allow the synchronization. 

I pay for this service, so expect it to work.  It should be as simple as signing into your account (with the normal account username and password) along with the master password.  Why the convoluted process that doesn't seem to work for most people?

[Martin Kvetko]

I love Avast.  However, the password synchronization function is the weirdest of the functions.  Great idea.  Horrible implementation!  I have tried everything in here to synchronize between two windows and one android device.  All of them believe they are primary.  There is no place to enter a danged synch code and I am getting really fed up.  Never receive an email to allow the synchronization. 

I pay for this service, so expect it to work.  It should be as simple as signing into your account (with the normal account username and password) along with the master password.  Why the convoluted process that doesn't seem to work for most people?

Well, the process works for most of the people, problem arise when you do something you don't expect to affect your synchronization account (e.g. delete data from you Passwords app on Android).
Our process of trusting devices is IMHO most secure way how to share such sensitive data as logins are. Unfortunately it is very complex and we had to make plenty of design decisions which badly affected user experience to reach such secure sharing platform. We are now working on more simple but still similarly secure solution.
Passwords synchronization is not paid feature and we are also not pushing that as we know user may get easily to the troubles and even explaining how it actually works doesn't seems to be solving the problem. If you have 3 devices which are primary and they are not synchronizing then you you have to be logged in with 3 different my avast accounts. The code you get is not meant to re-type it is meant for validation only. You don't need to allow synchronzation via email, you will only receive backup link you may later use for restore/authorization in case of all trusted devices lost.

[REDACTED]

I have same problem and there comes no pop up when I want to synchonise my smartphone. I have read anything above and it did not help me. I give it up. much tot complex for me and disappointing. Next time for me another ant virus. A pity I paid for it.
Jeroen

[REDACTED]

I've tried "undoing" what I've done by uninstalling the app on my phone and turning off synchronization on my PC, however, when I do this a window pops up asking me to confirm, I say yes, and then nothing happens. I've also tried hitting the sync button but that just closes my settings window. I also haven't received any email when I signed up with a recovery link.

[SimpleGuy]

I have forgotten my main Master password...
As avast themself offer the easy 4 digit password, which I'm used to now.
But yesterday my phone got reset and I can't access my saved passwords, the backup email asking to enter the "Master password again" I tried to remember but failed attempt had me with only 1 attempt left.
If anybody knows the solution, please help.

[REDACTED]

Hello,

I've tried several options also with the use of the so called "restore" e-mail. It looks almost as if this has made the problem bigger than smaller.
First of all it starts with all the links you offer on this forum, on how to install etc. After clicking passwords, you point out to go to settings in the right top corner. Sorry, but in my Avast premier version there is no button settings in the right top corner. By using the settings option lower corner left, I see also a submenu passwords, so I presume that will bring me to the same options. Although the instructions are not reflecting what I see on my screen.

In one of the previous messages the solution was mentioned to use the restore mail. I've saved this mail so I can use the link. Unfortunately it now asks me also the previous code which was used to sync. And where would I have this code? It is indeed like Martin states: that as we know user may get easily to the troubles and even explaining how it actually works doesn't seems to be solving the problem.

I do understand that password protection in this app is one of the most complex and critical items to offer, but on the other hand I can tell you that from a user experience, the sync option is leading to a lot of frustration. So for now I guess I'll stop trying, just to make sure I don't do anything wrong and really loose all the password info which is currently in use on my PC and have Android and PC run separately without any sync options.

[StepanDoubal]

Hi
after you lost the access to your account try click on "Restore link" in backup e-mail. Yes, you must also know the first master password for you vault.
But we are preparing change of this flow in a few days or weeks.

[REDACTED]

Hi Stepan,

Thank you for your reply. All settings seems to be in order but it still doesn't work. I've submitted a service call to the support desk because I expect there might be an other device on the user group which I don't poses anymore. Of course all data was deleted from this device so there is no link.
I'm not able to see myself which devices are in the password user group.

Kind regards.

[Martin Kvetko]

Hi Stepan,

Thank you for your reply. All settings seems to be in order but it still doesn't work. I've submitted a service call to the support desk because I expect there might be an other device on the user group which I don't poses anymore. Of course all data was deleted from this device so there is no link.
I'm not able to see myself which devices are in the password user group.

Kind regards.

We can't surely say which devices you have now in sync as user may delete the application without turning off synchronization so it may happen that even data we see are not accurate. Looking to your case it seems to me that you don't have any device authorized. Have you tried follow this guide which is designed for this case?
https://support.avast.com/en-eu/article/92

We have sent you backup email at 27th April 2016.

Regards,

Martin

[REDACTED]

Dear nicholas.j.curley & mcompagno,

unfortunately we can't resend you a backup email. Avast has a zero knowledge about your passwords so in this situation we don't have a way how to regenerate a backup mail for you (because authorized device generated the data in the backup mail).

Only thing I can do for you is reset of your synchronization group so you can start from scratch. Please note that the data you’ve synchronized in the past will be lost. As you can’t find backup email and you don’t have any authorized device they are actually lost already. Only you with authorized device can read the data .
Data you have stored locally (even if you are in pending authorization state) will not be affected. Also note that before we perform reset you should turn off synchronization on all devices you have tried to turn it on already. We can guide you as we know which devices are in group, unfortunately in your situation that’s almost all we know about your data. 
If you want reset your account, please write me.

One note to your sentence " I already have synchronization turned on". Our data showed that your desktop is not authorized (you are logged into Avast Account but no active device authorize you). Please note, that if you are logged into Avast Account it doesn't mean that synchronization is automatically on.

Can you please look at your Windows version on Settings -> Passwords -> Synchronization and what message do you have there ?
1) Your passwords, notes and autofill data are automatically synchronized on all devices which are connected to the same Avast Account
or
2) To connect with your existing vault you must authorize access first from any other device...etc

Thank you.

Please can i have my account synchronisation group reset