lost password in password vault
Since 6 weeks all my passwords are gone in my password vault. Helpdesk tells there is still no solution and dont know how long it takes. In the mean time I can't login in to all the sites where the login details are in my vault.
Totaly unacceptable
Answers
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Hi @Robraaf
Do you happen to have another device that has the Password Vault that is functioning, where you can export your password and import them back into this device, or are all of those passwords gone as well?
Did you ever create a back up on a flash drive or any other securely used option that you can restore the backup from?
I take it then, since you're not seeing your passwords in the opened vault, that it is not a I forgot my master password issue.
I'm not sure what can be done, as when we unlock our vaults, it syncs with the servers, so I'm not sure if that means that information is no longer there (which it probably isn't), on their backend. Maybe @Chameni can follow up with any other insights?
Otherwise, you will need to start over, in going to the sites and resetting your passwords.
From these threads. I used Perplexity to help organize the information better than I could.
F‑Secure Password Vault does use F‑Secure’s servers for syncing, but your actual data is stored and decrypted only on your own devices, and F‑Secure cannot read it.
Where the vault “lives”
The primary copy of your vault is stored locally on each device (PC, phone, tablet) in an encrypted database file.The vault contents are encrypted and decrypted only on your device using a key derived from your master password; the master password and the derived key are not stored on F‑Secure’s servers and are not even kept on the device once you lock/close the vault.
What is on F‑Secure’s servers
For sync to work across devices, an encrypted copy of your vault (or the changes to it) is uploaded to F‑Secure’s cloud backend over HTTPS.That copy is stored only in encrypted form; without your master password‑derived key, F‑Secure cannot decrypt or view your logins or passwords.
Community answers and F‑Secure’s own explanations indicate that the server copy is effectively a sync store, not a “web app” version of your vault like 1Password’s website; your installed apps remain the main place where the vault is used and decrypted.
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Hi @Robraaf
We’re truly sorry for the impact this issue has had on you. Losing access to your password vault for this long is unacceptable, and we fully understand how disruptive this is to your daily online access.
This issue is known and under active investigation, but we recognize that the lack of a resolution timeframe is frustrating. We’d like to review your case directly and ensure it’s properly escalated.
Please share your support ticket number, so we can check the current status and see whether any updates or interim options are available.
Thank you for your patience, we take this matter very seriously.
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Edit: I did a little more research, and will let things proceed on their own, and maybe learn something new when this thread continues. As this made me think twice, of what may be possible from F-Secure's end? :)
Stored passwords and other personal data in Password Vault: Your passwords and other information, such as credit and debit card details and personal notes, are stored on servers hosted by F‑Secure and locally on your client devices in an encrypted format. The encryption key is the end-user master password, and this master password is never exposed outside the service on your device. It is also not possible to acquire a hosted password file without an authenticated client belonging to the user.
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so if I understand my ticket is closed and my data is not accesible annymore? So everything is lost?I understand from the person I spoke on your Servicedesk arouns 12% off your clients have the same problem as I have. And there is no solution?
Iff so I will look for another password vault because I ca not trust on yours. Am I right or do I not understand your answers?
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@Robraaf IMO, your passwords are gone and you need to start over.
The only thing that gave me pause to think otherwise, was @Chameni post of getting back to support, which I didn't understand, to create a new ticket for a now closed one, a 7 week old issue? That they would then actually be able to help you when you create a new ticket? I would love to be told otherwise, in case it can be helpful for others (~12%) in the future who may run into this issue.
Again, IMO, support should have had an answer for you right up front, of what was or wasn't possible in restoring your passwords without your having an exported backup to restore from.
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I am also just an F-Secure user. I would contact support and 'recreate' the ticket. It is likely that for some reason the "previous one" was marked as resolved (like if some explanation, advice or solution was sent but never reached the user, such as it ended up in spam or went unnoticed, and thus the ticket was closed without receiving a feedback; or it was supposed to be sorted but somehow not in this case). Though it is also not very obvious what can be obtained from support, other than perhaps investigating the problem again.
Since there is no clear description of the situation, it is difficult to make any definitive thoughts (as per community side). For example, was the masterpassword "valid" and the passwords disappeared? What device was it - iOS, Android, or desktop? And also regarding what to do now - were there any saved copies of the exported passwords/data, are there other devices with 'this' storage, and so on. Is there a possibility that a system backup exists that may contain your vault's "localstorage" file in an 'untouched' version?
In a universal fantasy scenario (suitable for any background), let's say the passwords haven't disappeared / gone / lost, but have simply become "hidden". Something like a UI glitch or whatever. This way, the vault would still actually contain the passwords (but they wouldn't be visible in UI for some reason). That means there's still a way to somehow resolve the situation and "save" the data.
Since the trouble status was mentioned as "known and under active investigation", and there are some more clients who have the same problem, it's possible to assume anything from a cosmetic glitch to something as significant as a server failure / outage (which could probably also be sorted on their end somehow, but I am not sure).
If the master password were also reset, then another fantasy scenario with a solution could be: for some reason, the installation (Password Vault) created a new vault. Or the user ID (or something else) changed and another vault was created. It's possible that in such situations, both vaults would be present on the device (one "old" and one in use). Therefore, the solution would be to switch back to the old one (following the correct instructions).
With mobile devices: a fatal fantasy scenario would be something like an automatic clearing of the app's cache or storage. This could be due to system actions, updates/upgrades, or something else. I don't know how this could be resolved. I haven't encountered this myself, but there have been occasional reports of something similar in the past (usually as a result of a third-party app or a clumsy update process from Android/iOS developers).
Another fantasy scenario goes something like this: some users are unable to retrieve / obtain passwords from the servers (and / or the local file is unavailable or partially corrupted for some reason); thus, it remains possible to reconnect to the cloud/server or any other location where the "real" storage data is currently synchronized.
Maybe it can in relation to certain size of Vault. With my 'test' vaults - when it is huge.. I see a visible delay with loading stuff to the vault UI. So, as such - I may say that passwords are gone for a couple of seconds/minute(s). I am not sure if the delays are related to 'online' part or just 'local' processing. If so - then fixing something 'crucial' for certain size or content - also can fix potentially not lost data.
and maybe many more fantasy scenarios. therefore, it is best to contact Support and make sure they understand the problem; and that there is a certain answer: either it is possible to save the data, or it's not.
Sorry for my comment.
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Hi @Robraaf ,
A closed ticket does not automatically mean your data is gone, it only means the case was closed in our system.
However, if the Password Vault was reset and no exported backup exists, then unfortunately the data cannot be restored. The vault is end-to-end encrypted, and for security reasons we do not have access to users’ passwords or master keys.
If you’re unsure whether this was a reset or a sync/login issue, please create a new ticket and reference your previous case number so we can review your specific situation again and provide a clear confirmation.
