This SOP explains how to handle situations where NordPass does not autofill the correct credentials. These issues are not caused by NordPass itself, but usually by user error (e.g., passwords saved incorrectly, duplicates created, or bad imports from another password manager).
Go to the Website
Navigate directly to the login page of the site you’re trying to access.
Search the NordPass Vault for the Correct Entry
Open NordPass (desktop app, browser extension, or mobile app).
Use the search bar to look for the site:
First, search by the website URL or domain (e.g., bank.com).
If nothing useful comes up, search by site name or keywords (e.g., “Chase,” “Amazon,” etc.).
Check for entries with similar names or variations (e.g., “Chase Bank,” “Chase Online,” “chase.com”), as imports often create duplicates.
Caveat: Not all entries may have a website URL stored — some may only have a name or custom label. Always try multiple variations when searching.
Test Multiple Entries (If Found)
If more than one entry exists, try autofilling each one.
Before deleting any entries, note down account-specific details (different usernames, security questions, or hints) that might help during a reset.
If none work, delete the incorrect entries.
If in doubt, delete all entries for that site so you can start fresh.
Reset the Password (if all attempts fail)
Use the site’s Forgot Password option to reset the login.
Follow the reset process and create a new password.
Save the Correct Password to NordPass
When NordPass prompts to autofill the new login, accept it.
Ensure NordPass asks to save the updated credentials — approve and save.
Confirm and Test
Log out and log back in to confirm the saved password works.
After confirming, check the NordPass vault to make sure only one entry exists for that site and that it contains the correct URL and username.
Repeat as Needed
Follow this process for any other accounts with incorrect autofill behavior.
This is not a NordPass malfunction.
The issue comes from bad entries, usually due to:
Incorrectly saved credentials.
Imports from other password managers that had incorrect or outdated data.
Vault Search is Critical: Entries without URLs can cause confusion. Always check for both name-based and URL-based records.
Common Import Issues Include:
Mixed personal and business accounts under the same name.
Old placeholder passwords that were never updated.
Imported entries from browser password managers that weren’t properly maintained.
User Learning Curve: Clients may need practice, but once mastered, NordPass becomes a time-saving tool.
Best Practice: Clean up duplicates right away to avoid confusion in the future.