search cancel

VIP Access token, mobile or desktop credential Q&A troubleshooting help


Article ID: 150561


Updated On:


VIP Service


Are you unsuccessfully attempting to log in to your application with your VIP credential ID? Try this:

  • Test your VIP credential security code here:
  • Is your username or password correct? If your credential tests successfully, there could be an with your username or password. 
  • Did you get a new credential ID? Installing or reinstalling the VIP app generates a new credential ID. If possible, use the security code on your old device. Or, contact your helpdesk and ask them to help register the new credential to your account.
  • Online help: A security code is also referred to as the one-time password (OTP).



Frequently Asked Questions

Where can I download a VIP Credential ID or token?

To download onto a computer, visit the Symantec VIP download page
To download onto a mobile device, download the VIP Access app from the Google Play Store (Android) or the Apple App Store (iOS/iPadOS)
To purchase a hard token, visit the Symantec store on Amazon. For bulk orders, contact your authorized Broadcom reseller\partner. 

How can I test VIP Credential ID or token functionality?

Visit and select test. Enter the entire credential ID (no spaces) and security code as it appears in the app or on the token. (example: SYMC12345678). Wait for the next security code to generate before testing again. If the test is successful but still fails while logging into your VPN or other resources, the token may be locked in your account or the token needs to be assigned to your User ID. Contact your organization's helpdesk to assist you with resolving the issue. 

Why can't I add the token to my VIP account?

Some organizations may restrict certain types of VIP credentials or the number of credentials you can be assigned. Reach out to your helpdesk to determine if this is the case. 

I can't log in to my VPN (or other company resources) using my VIP credential. What do I do?

Check your username and password, then confirm you are using the same VIP credential from previous successful logins. If this information looks correct, there could be an issue with your company account, password, or VIP credential. Contact your help desk or IT support to help register, reset, login, activate, replace, reinstall, delete, or unlock your credential, username, or password. 

If you are the VIP Administrator for your organization and need assistance, contact VIP Support: Have your VIP jurisdiction hash and Site ID ready.

How do I remove the 2-factor (2FA) SMS, Voice, email, or VIP credential linked to my account? 

If you don't have the ability to do this yourself, contact your internal help desk. They will assist you with resetting or replacing your assigned credential ID. 

I re-installed the VIP app and lost my credential ID. Can I get it back or transfer it to the new device?

For your protection, VIP credentials cannot be copied from one device to another. The VIP software will generate a new credential ID anytime is it installed or reinstalled. Some organizations may use stricter security measures to generate a new credential ID if your device is compromised. (i.e., operating system copied to a new machine, phone wiped or 'jailbroken', extreme travel patterns, device tampering, etc.).  

My credential is locked. Who can unlock it?

Only your organization or company help desk can unlock a locked credential.

How do I register my VIP Credential?

Registering a new or existing credential varies for each organization. Your company help desk can assist with registering your credential or direct you to a self-registration portal.