SMS text or Voice messages from Symantec VIP are not received by the phone number they are sent to.

For US Customers:

• Send STOP (case sensitive) to SYMVIP (796847) or to the last number a VIP security code was delivered from. You will receive an unsubscribe message.
• Reply to the message with START (case sensitive) and you will receive an subscribe message. 

If a user does not receive an SMS, try these troubleshooting steps:

• Is the device powered on? If not, power it on.
• Open the phone messaging app and try again while the app is active and the screen is unlocked and in focus.
• Confirm your carrier supports SMS, MMS, or RCS messaging.
• If multiple users are affected, the VIP Administrator should confirm SMS\Voice is enabled in the account.
• Confirm that you have signal. If you see a few or no bars, step outside or to another location. 
• Are you located within a concrete or steel structure? This environment may block or delay incoming SMS signals.
• Check your network connection. To receive an SMS message, you need a cellular network connection. 
• Check if airplane mode is turned off.
• Turn off WiFi to force the device to use mobile data, then vice-versa.
• Power the device off, wait 30 seconds, then power it back up.
• Update your messaging app to the latest version available (note: SMS and Voice messages do not use the VIP Access app). 
• Update your phone operating system to the latest version available. 
• Is the phone number the security code is being sent to properly formatted? For US-based phone numbers, the format should be country code, area code, and phone number (example:18005550123). International numbers should include country code, area code, and phone number (example: 44205550123)
• In a number of countries, local dialing may require the addition of a '0' in front of the number. This '0' must usually be removed. For example, this is a UK-based mobile number in standard format 020 5555 0123. The correct format for sending VIP SMS is 442055550123.
• If the device is connected to the home carrier's network via WiFi (WiFi calling), disconnect and use mobile data. 
• We cannot guarantee message delivery on devices roaming internationally or off-network.
• Can the device receive non-VIP SMS messages?
• Can other devices using the same mobile carrier receive VIP messages?
• Check the SMS status page for any delays reported by your carrier. You can also check past incidents. 
• Check to verify the "+" is not preceding the provided number.
• VOIP numbers are suspect. Specifically "Twilio phone numbers" may be set to filter out OTP delivery to help prevent fraud.
• If possible try alternate method, i.e. PUSH or entering the 6 digit code from the mobile app.

If you can rule out all of the above issues, the VIP Support team can help investigate. If you are an end-user, please reach out to your helpdesk. If you are a VIP administrator, please contact VIP Support. 

(To request to add your carrier to the list below, please leave feedback on the article)

• AT&T: 800-331-0500 /  866-246-4852 (Activations)
• AT&T GoPhone/Pay As You Go: 800-901-9878 / 866-426-0525 (Activations)
• Cricket: 800-922-5182
• T-Mobile: Contact T-Mobile at https://support.t-mobile.com/community/contact-us
• Sprint: Dial *2 from a Sprint device, or call 888-211-4727. Please have your account information and PIN number. 
• US Cellular: 866-872-4249
• Verizon: https://www.verizonwireless.com/support/contact-us/
• Virgin Mobile: https://origin-www2-ls.virginmobileusa.com/about/prepareEmailUs.do
• Vodafone: https://www.vodafone.co.uk/contact-us/index.htm