You need to reset the password on the Symantec.cloud portal for products such as Symantec Email Security.cloud, for issues such as:
The password must be at least eight characters long and include both upper- and lower-case letters, at least one digit, and at least one non-alphanumeric character.
To reduce the number of attempted social engineering attacks upon our customer accounts, Symantec does not accept password reset requests from unauthorized contacts. The contact verification process may involve a callback to the Primary or Secondary Contact listed within our account records, however.
Symantec Technical Support is not able to reset passwords for secondary logins. If the login you seek to reset is not in the format 3 letters followed by four numbers (ex. ZZZ9999), please see the administrator that manages the primary login for your organization's Email Security.cloud account for further assistance.
Symantec recently achieved ISO27001 certification and is in the final stages of completing an ISAE3000 certification. The auditors identified that it would be possible for emails to be intercepted in transit which constitutes a risk of compromise to the customer's account. To satisfy the compliance requirements of these certifications, we therefore implemented a new policy that all email to customers that contain any sensitive information, such as username and password, must be encrypted before being sent by email. To our knowledge, no customer accounts have been compromised through the previous practice, but this new process will protect our customer's accounts to a higher degree.