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Error "Invalid credential ID. Try again." when adding or activating a mobile VIP Credential ID

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Article ID: 228792

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Updated On:

Products

VIP Service

Issue/Introduction

Adding or activating a Symantec VIP credential ID results in the error "Invalid credential ID. Try again."

Resolution

VIP Access mobile credential IDs are broken up into 3 parts for ease of use. When entering the credential ID, remove all spaces from the credential ID. For example, SYMC 1234 5678 would be entered at SYMC12345678. 

Verify that the Credential ID and Security Code are entered into the correct fields on the form.

If prompted for a Credential Name, enter a value to help you remember the device (e.g., My iPhone 12). 

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