Check your username and password: Your username and password are controlled by the organization you are logging into.
Check your credential ID: If you got a new device, your VIP credential ID changed when the app was installed. Old credential IDs cannot be migrated from one device to another. Contact your organization's helpdesk to register the new credential with your account.
I can't log in with my VIP credential. What do I do?
Only your help\support desk has access to the required tools to help register, reset, login, activate, replace, reinstall, delete, or unlock your credential, username or password. Authorized VIP administrators within your organization can contact Symantec if they need assistance with VIP.
I still need help with my credential ID or token. What do I do?
Only your organization's internal helpdesk\IT Dept can register/reregister, reset, login, activate, replace, reinstall, delete, or unlock your credential. Symantec support does not have the ability to alter your username, password or credential.
If you are the VIP Administrator for your organization, contact VIP Support for VIP administration help: https://support.symantec.com/en_US.html. Have your VIP jurisdiction hash and support ID ready.
I re-installed VIP and lost my credential ID. Can do I get it back or transfer it a new device?
For your protection. VIP credentials are single-use only and are bound to the device installed on. If you uninstall the software or get a new device, a new credential ID will be generated. Your organization may also implement additional safety measures in with the app to detect significant changes (i.e., existing operating system transferred to a new machine, phone wiped or 'jailbroken', extreme traveling patterns, device tampering, etc.) This could trigger a new credential to be generated. This is by design for your safety.
My credential is locked. Who can unlock it?
Only your organization or company can unlock a locked credential. If you are a VIP administrator and cannot log into the VIP Manager, another VIP administrator with proper rights from within your organization can unlock it and modify your account. To test your credential, click here: https://vip.symantec.com/.