Bitdefender Secure Pass Remains Open Without Password Prompt

Rock.87 · 2024-12-04T00:13:21+00:00

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Dear Bitdefender Support Team,

I am writing to report a concerning issue with Bitdefender Secure Pass. Despite enabling the "Do not remember me" option and setting a master password during installation, the application remains open without prompting for the master password.

This behavior exposes my sensitive information to potential security risks, including:

Unauthorized Access: Malicious actors could gain access to my saved passwords and other confidential data.
Identity Theft: Stolen credentials could be used for identity theft and fraudulent activities.
Financial Loss: Compromised accounts could lead to unauthorized transactions.

I kindly request your immediate attention to this matter. Please provide guidance on how to resolve this issue and ensure that Bitdefender Secure Pass functions as intended, prioritizing user security.

When i visited my central account there was a heading that secure pas is included in my plan, there were also an option to activate it or to install an extension, i tried both on chrome but the situation is same, when i tried to activate it by a firefox browser it shows a window for a v short while that it is not activated, plz let me know whats the prb?

secure pas also does not put credentials or show it's icon for bitdefender forum & central account's login page.

It's not showing the account names e.g. tiger@gmail.com in the credential lists , if there are more than one or several accounts of google/other the user is not able to choose the required one.

What does that highlighted icon means in the secure pas, as usual it is also not described right inside the app

Thank you for your prompt assistance.

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Alexandru_BD

Hello @Rock.87,

First, please note that you are not addressing the Support teams here. In the community, support comes from users such as yourself, as this is an open forum. For future reference, should you wish to provide such feedback directly to the Bitdefender Support teams, you can use the link below:

https://www.bitdefender.com/consumer/support/help/

In the meantime, know that your feedback is valued and I have personally forwarded it to the SecurePass team for analysis.

Thank you.

Rock.87

https://community.bitdefender.com/en/discussion/comment/347322#Comment_347322

I am very well aware of that, unfortunately, Bitdefender's helpline has been unable to resolve any of my issues for over a year. The chat support lacks product knowledge and often forwards cases to departments that take several days to respond, if at all. In the past, they've taken months to provide unsatisfactory answers, and ironically, rewarded me with extra membership for their delays. The forum remains the only avenue to highlight issues, with the hope that a Bitdefender team member might address them

Alexandru_BD

Sorry to hear this. Usually, when the response time increases, this can happen for several reasons, including high-demand, a larger workload, an ongoing general issue, etc., but it can also happen when an investigation is no longer in their hands, but has been passed on to the development teams for testing and troubleshooting, so they can reproduce the issue that the user encounters, if a solution cannot be found on the spot. And whenever a bug is indeed discovered, then the resolution could take some time. So, if a fix for a specific unwanted behavior or problem is still undergoing development, you will receive an update from the Support teams as soon as something changes. Usually, they do not have an estimated time for such releases, because this can depend on several factors, but they will contact the user as soon as a fix is implemented by an automatic update of Bitdefender.

All reported bugs require investigation time. Since product updates are usually released once a month it may take at least 1 month until a fix is implemented in the product in some cases, and this does not include the debugging period, which may be long or short, depending on the complexity of the problem they are facing.

So, it's not that they don't know what to answer, or they are ignoring the problem. When you reported an issue and don't hear from them for a longer period of time, this usually means the ball is not in their court anymore and they are also waiting for updates in turn, but they generally follow up to let you know. They may forward inquiries to other departments not because they lack the knowledge, but because the Support teams are well organized in several layers and teams and this allows them to better prioritize the incoming requests. Yes, some teams may have specific knowledge and are trained for certain situations, so naturally some cases are being forwarded to them.

You see, in order to provide customers an unparalleled level of fast and accurate support, In think you can't really use an one-size-fits-all approach and as a company, you must have people specialized in various areas of support, from the commercial area to the technical one, which in turn branches into anti-malware support, general or more specific technical support, remote assistance experts, engineers, etc.

Now, If you say that it took more than a year to address some of the issues you encountered, most probably they cannot be resolved by them. Have you thought about this? Or maybe you simply asked for some things that cannot be achieved? Or maybe it's an isolated bug that they couldn't reproduce, so they don't know how to fix it for you?

There are so many questions here, but I dare say that it's most likely not their fault and it's very possible that there are certain incompatibilities of the product with the system configuration you are using, or in conjunction with other programs you are using. Maybe not everything can be fixed, I don't know because I'm unaware of the things you reported to the Support teams over time, or their status.

Regards

Rock.87

https://community.bitdefender.com/en/discussion/comment/347499#Comment_347499

I appreciate your dedication. However, I've noticed that in nearly 98% of cases, the chat helpline transfers issues to departments that are unable to provide timely and effective solutions. This is a significant issue.

A one-month timeframe is designated for updates, not for guiding users about suspected threats, bugs, or conflicts. The helpline should provide satisfactory explanations about the issue and their approach to resolve it.

For instance, I inquired about the location of Bitdefender VPN's Pakistan servers. A lengthy email exchange was necessary to obtain a simple answer, which you promptly provided here.

You've explained the issue effectively. The Bitdefender helpline should follow suit by providing detailed information. While I appreciate the extended membership awarded by the bitdefender hipline , it doesn't address the core issue of inadequate guidance.
best regards😎

Rock.87

@Alexandru_BD

Still no update on the issue. Anyhow, please let me know if Secure Pass saves credentials on its servers like Proton Pass. This would ensure that even if we lose access to all our devices, we can still retrieve our credentials.