cancel
Showing results for 
Search instead for 
Did you mean: 

I keep resetting my Master password, but I cannot get access

I am having issues logging back into TrueKey. I reset my password, but it still won't allow access.

11 Replies
McAfee Employee marcd
McAfee Employee
Report Inappropriate Content
Message 2 of 12

Re: I keep resetting my Master password, but I cannot get access

Hi there,

A few questions so I can better understand the issue you are experiencing:

- Which system/ device are you using to to try to reset the master password on? and do you have another device/system running True Key?

- Please provide versions of your system/device operating system as well as the True Key version.

- Finally can you provide a screenshot of the error message when you try to unsuccessfully log in to your True Key account?

Thanks,

Marc D.

If this information was helpful in any way or answered your question, please mark it as the accepted solution and give Kudos if appropriate.

Re: I keep resetting my Master password, but I cannot get access

Everything has been working great or many months up until last week sometime.
 
- Which system/ device are you using to to try to reset the master password on? and do you have another device/system running True Key?
I have a desktop and Laptop that I run it on with Chrome (Version 76.0.3809.132), as well as on my Android phone
 
- Please provide versions of your system/device operating system as well as the True Key version.
True Key version - 4.0.0.9243, Chrome (Version 76.0.3809.132), Windows 10 Home version 1809
 
- Finally can you provide a screenshot of the error message when you try to unsuccessfully log in to your True Key account?
McAfee Employee marcd
McAfee Employee
Report Inappropriate Content
Message 4 of 12

Re: I keep resetting my Master password, but I cannot get access

Hi there,

So the screenshot you provided shows an incorrect master password, so after the password is reseated still shows this error? and if you reset the MP again same error that comes up?

Thanks,

Marc D.

Re: I keep resetting my Master password, but I cannot get access

Yes, I have reset it at least 3 times and get the same response each time.

McAfee Employee marcd
McAfee Employee
Report Inappropriate Content
Message 6 of 12

Re: I keep resetting my Master password, but I cannot get access

Ok and every time you did a master password reset you have tried it on all your devices including your Android device and you get the same result?

Thanks,

Marc D.

Re: I keep resetting my Master password, but I cannot get access

No the Android device has not had a problem at any time throughout this - I do use my fingerprint to access that one.

McAfee Employee marcd
McAfee Employee
Report Inappropriate Content
Message 8 of 12

Re: I keep resetting my Master password, but I cannot get access

I understand, so you have changed the master password from your PC and laptop a few times but it gives you the incorrect password error.

Just to rule out the obvious as I have seen it before, just ensure there are no typos or incorrect symbols being added when you reset the master password, just make sure that it is not the keyboard the culprit here.

Thanks,

Marc D

Re: I keep resetting my Master password, but I cannot get access

Yes I copy and pasted it, but I just tried to reset again and now it is saying:

Use a trusted device.
You can only reset your Master Password from a device you’ve set as trusted.

McAfee Employee marcd
McAfee Employee
Report Inappropriate Content
Message 10 of 12

Re: I keep resetting my Master password, but I cannot get access

On both systems (laptop & PC) it says that?If both systems have become untrusted, your Android device still is, without changing the security factor used there (fingerprint), you could try changing the MP from your device.

Also, when you check the True Key security settings, you should be using either a second device or email to trust a new device on your account.

Please don't hesitate to reach out to our support team if you need more assistance with the steps I have provided here:

https://service.mcafee.com/webcenter/portal/cp

When you get to this link, scroll down all the way to the bottom of the page and click on the “contact support” link, then click on “technical assistance”, click on PC or MAC and this will take you to the contacting support either by chat or phone. 

Thanks,

Marc D.

If this information was helpful in any way or answered your question, please mark it as the accepted solution and give Kudos if appropriate.

 

Community Help Hub

    New to the forums or need help finding your way around the forums? There's a whole hub of community resources to help you.

  • Find Forum FAQs
  • Learn How to Earn Badges
  • Ask for Help
Go to Community Help

Join the Community

    Thousands of customers use the McAfee Community for peer-to-peer and expert product support. Enjoy these benefits with a free membership:

  • Get helpful solutions from McAfee experts.
  • Stay connected to product conversations that matter to you.
  • Participate in product groups led by McAfee employees.
Join the Community
Join the Community