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. Please reach out to them. Symantec support doesn't have the ability to alter your username, password or credential ID.
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 the VIP app and lost my credential ID. Can 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 it is installed on. Thus, a fresh install of the software will always generate a new credential ID. Your organization may have also implemented additional safety measures to detect significant changes to your system (i.e., existing operating system transferred to a new machine, phone wiped or 'jailbroken', extreme traveling patterns, device tampering, etc.). If so, a triggering change 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 helpdesk can unlock a locked credential.
If you are a VIP administrator and cannot log into the VIP Manager, another VIP administrator with proper rights can make the changes for you. To test your credential, click here: https://vip.symantec.com/.