Author Topic: Please confirm on another device  (Read 1451 times)

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Offline Danny232

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Please confirm on another device
« on: November 27, 2021, 09:31:09 PM »
I formatted my PC and reinstalled Avast. I tryed to sync my passwords again but Im getting this message but avast is only on my current PC? I clicked don't have another synced device it then asks me for my previous password which does not work. It says email or password wrong. I can login to my account on the website why can't I override this?

« Last Edit: November 27, 2021, 09:47:08 PM by Danny232 »

Offline Danny232

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Re: Please confirm on another device
« Reply #1 on: November 28, 2021, 08:10:06 AM »
I have tryed changing my avast password again so I know for sure my old password it asks for is correct but it simply says it's wrong what is going on? I only have avast on one pc why is it asking for synced devices.. I need access to my passwords

Offline Danny232

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Re: Please confirm on another device
« Reply #2 on: November 30, 2021, 09:55:37 AM »
How do I get my passwords back why am I locked out?????

Offline r@vast

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Re: Please confirm on another device
« Reply #3 on: December 03, 2021, 05:34:19 PM »
Hi,

Since you don't have access to the "old" Passwords (before the format), there is, unfortunately, not much we can do.
We are sorry for the inconvenience.

Offline Danny232

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Re: Please confirm on another device
« Reply #4 on: December 03, 2021, 06:26:11 PM »
So because I wanted to change my password Im now locked out how does this make any sense. I formatted my PC and changed my avast password... Because of this I can't resync my stuff but I can log into my account otherwise, very bizarre system if I can't get access to my passwords Im going to loose some important stuff. When it asks me to confirm my old password that does not work either it's clearly broken and needs fixing.. My email hasn't changed and I can confirm the confirmation code but Im still locked out even if I put in my previous password it asks for simply says it's wrong?? but it's not.
« Last Edit: December 03, 2021, 06:32:28 PM by Danny232 »

Offline bob3160

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Re: Please confirm on another device
« Reply #5 on: December 04, 2021, 10:54:41 PM »
I've tried to draw some attention to your problem.
Let's see if that helps but it's the weekend. (Probably on Monday)
Free avast! Security Seminar: http://bit.ly/2N1eaR2  -  Important: http://www.organdonor.gov/ -- My Web Site: http://bob3160.strikingly.com/ - Win 11 Pro v21H2 64bit, 16 Gig Ram, 1TB SSD, Avast One 21.11, How to Successfully Install Avast http://goo.gl/VLXdeRepair & Clean Install https://goo.gl/t7aJGq -- My Online Activity https://bit.ly/BobGInternet

Offline Danny232

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Re: Please confirm on another device
« Reply #6 on: December 05, 2021, 10:07:17 AM »
Thank you

Offline K_Lesnik

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Re: Please confirm on another device
« Reply #7 on: December 09, 2021, 12:47:40 PM »
Hi Danny,

I had a look at your case, and unfortunately, I'm afraid there's not much we can do to help you. No one at Avast has direct access to the data stored in your Passwords account, and in your particular situation, the combined actions of formatting the PC and resetting your Account password locked yourself out of the Passwords vault.
It's true that Passwords will require some kind of confirmation after you change the password to the Avast Account. Meaning, that you first need to enter the current password and then confirm using the old password. This is a security measure to prevent anyone else from taking over your Passwords account.

I tested it with my account, and the old Account password was accepted. May I ask you if you changed/reset the account password more than once? In this case, I'm afraid it might be the reason why your original password is not accepted. You can try with one of the passwords you set in between.

I really hope you'll be successful in trying this. Please let me know how it went!

Offline Danny232

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Re: Please confirm on another device
« Reply #8 on: December 09, 2021, 04:23:36 PM »
Thanks for your reply, I was unable to get in no matter what I tryed including using older passwords it asked for, having an account you can't get into even if you have control of your email and password makes no sense never come across this before. I have moved onto another anti virus and password software now anyway... I was quite impressed with Avast but after this expereince and the really bad technical support guy that contacted me it was time to go.
« Last Edit: December 09, 2021, 04:27:26 PM by Danny232 »

Offline K_Lesnik

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Re: Please confirm on another device
« Reply #9 on: December 10, 2021, 05:17:39 PM »
Hi Danny,
thanks for replying. I'm sorry to hear that, and I can imagine how frustrating it must have been to transfer your data to another password manager.
I found your support ticket and will have a look into it. Hopefully, you were able to restore all your passwords.
Again, I'm really sorry that you had this experience.