Products

VIP Service

Issue/Introduction

You are unable to log in to your application with your VIP credential ID.

Environment

VIP Manager

VIP Enterprise Gateway

Resolution

Quick help

Try these quick tips when unsuccessfully logging in to your application with your VIP credential ID.

One-time password (OTP): VIP security codes, also referred to as the one-time password (OTP), are single-use only and should be used only once.
Test your VIP credential security code here: https://vip.symantec.com/.
Is your username or password correct? If your credential tests successfully, there could be an issue with your username or password.
Did you get a new phone or laptop? A new credential ID will be generated on that device. Use the security code on your old device, or contact your helpdesk to delete the old credential and assign you the new. (tip: transfer your existing VIP mobile credential to another phone)
Play it safe: Never share passwords or security codes with anyone. If in doubt, contact your organization's helpdesk or security team.
Online help: https://techdocs.broadcom.com/us/en/symantec-security-software/identity-security/vip/vip_access.html.

Frequently asked questions

This FAQ is provided to help answer common VIP questions. If the article is useful, click the thumbs-up icon at the bottom of the page. If we can make it better, click the thumbs-down icon.

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.

I got a new phone and installed the VIP mobile app. How can I get a PUSH or use the security code?

Installingeinstalling the VIP mobile app will create a new Credential ID. If possible, continue using the VIP app on the old device until the Credential ID is transferred to the new phone. If transferring it not possible, contact your helpdesk to add the new credential ID to your profile.

Can I restore my phone backup to new phone and retain the same VIP Credential ID?

The VIP app will generate a new VIP Credential ID when restoring a backup from a different phone. Restoring a backup to the same device will restore the VIP Credential when the backup was taken.

Cab I test my VIP Credential security code or PUSH notification?

Visit https://vip.symantec.com and select test. Follow the instructions for testing your VIP credential ID (no spaces). If entering a security code, it may be necessary to enter 2 consecutive codes. Wait for the next security code before testing again. A message will confirm a successful test.
Note: If successful but you're unable to log into your application, your helpdesk can confirm if the credential is assigned to you, and update if necessary. Some organizations may prohibit PUSH notifications.

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

Your organization may limit how many credentials can be assigned, or restrict certain types of VIP credential types from being used.

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

Test the credential at https://vip.symantec.com. If successful, 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 organization's helpdesk or VIP administrator. They can help 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: https://support.broadcom.com/. Have your VIP jurisdiction hash and Site ID ready.

How do I remove or add a VIP credential to myself?

If you can't do this yourself through a company VIP self-service portal, your internal help desk or VIP administrator can change your assigned VIP credential.

Can I move or copy my VIP credential ID from one device to another?

Yes, see: copy or move Symantec VIP credential ID from one device to another

My credential is locked. Who can unlock it?

Contact your organization's help desk or VIP administrator to unlock a locked credential.

How do I register my VIP Credential for the first time?

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

Common VIP Error codes:

VIP Manager: "No results found. Search for a different credential ID, or change your filter options and try again" OR vip.symantec.com: "Enter a Valid Credential ID" with a hard token - Enter the credential ID without spaces (for example, SYMC12345678). If the error continues, contact VIP support to check the status of the credential in the VIP Cloud.

Symantec VIP Access fails with Error 49b5: Failed with an invalid or incorrect security code

Click here for VIP User Services error codes and messages
Click here for VIP Credential Services error codes and message
Enterprise Gateway errors codes (seen in the logs)

Additional Information

VIP Access Web help
Download VIP Access
VIP Product Page
VIP Connect forum (Never post your credential ID or other personal data.)

VIP Access token, mobile or desktop credential frequently asked questions and troubleshooting (FAQ)

Article ID: 150561

Updated On: