Solution

FAQ | Troubleshooting

1. What are ESET Password Manager and Password Manager?

• • ESET Password Manager is a stand-alone application available for Android and iOS devices. It is a mobile application that protects and stores your passwords and personal data. It also includes a form completion (autofill) feature that saves time by completing web forms automatically and accurately.
  • Password Manager is part of the ESET Smart Security Premium package. It is a feature that protects and stores your passwords and personal data. It also includes a form completion (autofill) feature that saves time by completing web forms automatically and accurately.

For more information about the ESET Password Manager and Password Manager, visit the ESET Password Manager Online Help topic.

2. How do I enable or install ESET Password Manager and Password Manager?
   
   
   • Windows: Enable or install Password Manager from ESET Smart Security Premium
   • Android: Install ESET Password Manager for Android
   • iOS: Install ESET Password Manager for iOS
     
     
3. Which Operating Systems can I use ESET Password Manager and Password Manager with?

• • ESET Password Manager is available as a mobile application for Android (5 and later) and iOS 9.0 and later (compatible with iPhone, iPad, and iPod touch)
  • Password Manager is currently available as a desktop application for Windows (7 and later)

	Android:	Install from Google Play store
	iOS:	Install from Apple App Store

4. Which internet browsers are supported—Is Microsoft Edge supported?
   Microsoft Edge based on Chromium is supported. Password Manager supports many major browsers that allow you to easily import your credentials and identities from popular browsers or other password managers.
   
   
5. Will the Password Manager stored passwords still work if my ESET Smart Security Premium license expires?
   Yes. However, your existing password store will become read-only and only existing passwords will be available. Any new passwords you create will not be synced to the cloud or other devices.
   
   
6. How do I change my Master Password?
   If you know your current Master Password and want to change it, open ESET Password Manager or Password Manager from a browser extension, tap/click the menu icon, then tap/click Settings → My Account → Change Master Password. When you change your Master Password, Password Manager will generate and securely store a new Recovery Key. Read more about changing your Master Password using ESET Password Manager.
   
   
7. What if I forget my Master Password?
   You can use the Recovery Key provided during registration to reset your Master Password. When you change your Master Password, Password Manager will generate a new Recovery Key. Read more about changing your Master Password using Password Manager.
   

   Forgotten or lost Recovery Key or Master Password

   If you forget or lose your Recovery Key or Master Password, ESET cannot resend them to you.

   If you do not remember your Master Password and you do not have your Recovery Key you can remove the existing Password Store and create a new one. We recommend that you periodically export and save a backup of your password store.

   Due to the sensitivity of the password data, you should only save the exported data to a secure, encrypted, and password-protected location, such as a USB drive protected by ESET Secure Data, or other secure location. You can import your password store backup, using an exported file.

8. How do I enable the Password Manager extension on an additional web browser?
   If you have already installed, enabled, and integrated Password Manager with an existing web browser, you can add the extension to another web browser at any time. If you have recently installed a new web browser, you must first restart your computer. See a complete list of supported browsers for Password Manager.
   
   
9. How many passwords can be stored in ESET Password Manager and Password Manager?
   There is no limit to the number of credentials that can be stored in ESET Password Manager and Password Manager, however, you may be limited by the storage/disk space available on your system.
   
   
10. Can Password Manager be used with Banking & Payment Protection?
    Yes, Password Manager version 3.x can be used with Banking and Payment protection.
    
    
11. Can I have my User ID and Password autofill when I am using the Banking & Payment Protection browser?
    Yes, this will work using a secure browser. You can also copy/paste your login information from Password Manager into the required website fields when you are using the Banking and Payment Protection protected browser.
    
    
12. How do I add extra data to a saved password?
    Open ESET Password Manager or Password Manager from a browser extension, tap/click the menu icon → Accounts and tap/click Edit (pencil icon) next to the Web account or App account you want to change. From here you can change the link, your login, your password, and add notes to the account.
    
    
13. How do I enable two-factor authentication (2FA) in ESET Password Manager or Password Manager?
    Two-factor authentication, also called 2FA, is an additional layer of protection used to ensure the security of online accounts beyond just a username and password. With the latest version of ESET Password Manager or Password Manager, you have the option to enable 2FA on your account. When activated, you will be prompted to type an additional unique security code generated by your phone after typing your Master Password each time you unlock your database. View full instructions for how to set up 2FA with your ESET Password Manager account. The instructions also apply for the Password Manager browser extension.
    
    
14. What can I do with an expired license in ESET Password Manager and Password Manager?
    If the license is expired, you can renew the license or export the data and import it into a new password manager. While the license is in an expired state, you can not add new data into ESET Password Manager and Password Manager. How to switch to a new license?
    
    
15. Can I use Password Manager in private browsing mode?
    At this time, the Password Manager extension is not available for private browsing mode.
    
    
16. Can I assign passwords to unique subdomains?
    Yes, see instructions to assign passwords to unique subdomains.
    
    
17. How do I enable ESET Password Manager for applications on my Android device?
    View our Online Help topic for instructions on enabling ESET Password Manager for Android applications.
    
    
18. How many Password store accounts can I create?
    The number of Password store accounts you can create in both ESET Password Manager and Password Manager equals the number of seats issued to your ESET Smart Security Premium license.
    
    
19. How do I create a CSV file that contains accounts, identities, notes and credit card info and import it into ESET Password Manager?
    View our Online Help topic for instructions on creating a CSV file to import into ESET Password Manager. 
    
    
20. What do jailbreaking and rooting mean?
    View our Knowledgebase article on using ESET mobile applications on a rooted or jailbroken device.

Troubleshooting

1. Issue: The Password Manager browser extension is not working.
   Solution: Make sure that you are logged into one of the available Password Manager browser extensions.
   
   
2. Issue: The Password Manager browser extension is still present after uninstalling Password Manager or ESET Smart Security Premium.
   Solution: For instructions to remove the Password Manager extension from the browser manually, click the link for your browser below:
   
   
   • Google Chrome
   • Chromium browser
   • Mozilla Firefox
   • Safari browser on macOS X