Replaced mobile phone and Symantec VIP Credential is no longer accepted.

Products

• VIP Service

Issue/Introduction

After receiving a new mobile phone the VIP Access app was installed but the 6-digit code is not allowing login.

 

Cause

When you install "VIP Access" app, it will generate a new 'Credential ID'. This would not be the same as your previous Credential ID, so it is not linked to your VIP user account. 

Resolution

Contact your VIP helpdesk in your organization to update your VIP Credential to the new one. The Symantec VIP Support team is not authorized to do this.  

The VIP access app displayed the "CREDENTIAL ID" (for example, SYMC12345678). Provide this to your VIP Admin and they will be able to update your profile with the new credential ID.