Tokens appear in VIP Manager as global.credential.state. Admins are unable to change this from VIP Manager.
Assign the credential(s) showing the global.credential.state to the user through VIP Manager. Once added, delete them from the user. This action should reset the credential state.
Alternatively, the VALIDATE or ACTIVATE API call can be used to 'reset' the credential state. Please contact Symantec VIP support for assistance in running this API call.