Symantec VIP users not receiving SMS (text) or Voice OTP security code messages
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Symantec VIP users not receiving SMS (text) or Voice OTP security code messages

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Article ID: 165120

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Updated On:

Products

VIP Service

Issue/Introduction

SMS text or Voice messages from Symantec VIP are not received by the phone number they are sent to.

Resolution

For US Customers:

  • Send STOP (case sensitive) to SYMVIP (796847) or to the last number a VIP security code was delivered from. You will receive an unsubscribe message.
  • Reply to the message with START (case sensitive) and you will receive an subscribe message. 

If a user does not receive an SMS, try these troubleshooting steps:

  • Is the device powered on? If not, power it on.
  • Open the phone messaging app and try again while the app is active and the screen is unlocked and in focus.
  • Confirm your carrier supports SMS, MMS, or RCS messaging.
  • If multiple users are affected, the VIP Administrator should confirm SMS\Voice is enabled in the account.
  • Confirm that you have signal. If you see a few or no bars, step outside or to another location. 
  • Are you located within a concrete or steel structure? This environment may block or delay incoming SMS signals.
  • Check your network connection. To receive an SMS message, you need a cellular network connection. 
  • Check if airplane mode is turned off.
  • Turn off WiFi to force the device to use mobile data, then vice-versa.
  • Power the device off, wait 30 seconds, then power it back up.
  • Update your messaging app to the latest version available (note: SMS and Voice messages do not use the VIP Access app). 
  • Update your phone operating system to the latest version available. 
  • Is the phone number the security code is being sent to properly formatted? For US-based phone numbers, the format should be country code, area code, and phone number (example:18005550123). International numbers should include country code, area code, and phone number (example: 44205550123)
  • In a number of countries, local dialing may require the addition of a '0' in front of the number. This '0' must usually be removed. For example, this is a UK-based mobile number in standard format 020 5555 0123. The correct format for sending VIP SMS is 442055550123.
  • If the device is connected to the home carrier's network via WiFi (WiFi calling), disconnect and use mobile data. 
  • We cannot guarantee message delivery on devices roaming internationally or off-network.
  • Can the device receive non-VIP SMS messages?
  • Can other devices using the same mobile carrier receive VIP messages?
  • Check the SMS status page for any delays reported by your carrier. You can also check past incidents. 
  • Check to verify the "+" is not preceding the provided number.
  • VOIP numbers are suspect. Specifically "Twilio phone numbers" may be set to filter out OTP delivery to help prevent fraud.
  • If possible try alternate method, i.e. PUSH or entering the 6 digit code from the mobile app.

If you can rule out all of the above issues, the VIP Support team can help investigate. If you are an end-user, please reach out to your helpdesk. If you are a VIP administrator, please contact VIP Support. Support Portal: https://support.broadcom.com/ 

(To request to add your carrier to the list below, please leave feedback on the article)

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