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Kudos0

VIP Access

I'm sorry if this isn't the correct forum but it seems the most appropriate.

Having changed my mobile phone I've deleted the old one from my account and wish to add the new one however the code required is still going to the VIP Access ID of my old phone. I've now wasted nearly 2hrs trying to find how to add my new phone's ID to my account with no luck other than to look in Norton Connect Forums !!! 

Replies

Kudos0

Re: VIP Access

When you set up the VIP access, did you set up secondary method to get your VIP code? ie. SMS message, or a home phone?

Do you still have the old phone? If so, you can still use the VIP app with a WIFI connection. If you get in again, be sure you set up a second way to get your codes in case your primary method is not available. I have 4 methods set up for my account.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: VIP Access

I did and I can get the codes as sms however I really want to get the app working and change my credential ID in my account to that on the new phone, surely it can't be that difficult!  

Kudos0

Re: VIP Access

Have you set up the VIP app on the new phone? If so, when you start the app, you will see a VSMT number at the top. Make note of that number and go to log into your Norton Account. After entering your email and password, you get the VIP access screen. Look for a link below the input boxes for Need to receive your code another way. On the next screen, choose the new VSMT number for your new phone. Your Norton Account will now look for a code from your new phone.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: VIP Access

Hi Peter I've already done that and the only three options are to use sms , phone call or the VSMT number assigned to my old phone. The VSTZ credential ID on my new phone isn't listed as an option and there doesn't seem to be a way to update either the phone or my account with the new number.

Kudos0

Re: VIP Access

Sorry I started you in the wrong direction.

To add the VIP device credentials to your Norton Account, when you get to the prompt for the VIP code, before clicking on Verify you need to select from the drop down menu to Verify and go to settings. Enter the VIP code from your old phone to get into your VIP settings.

On the next page, go to the Backup Methods section and click on Add another backup method. Then choose VIP apps and hardware tokens. Then add the new VSMT number from your new phone. Save any information, and proceed to your Norton Account.

Now log out of your Norton Account and then when you sign in again, at the VIP code page, click on the link Need to receive your code another way. Choose the new VSMT number and make sure the option to make this your new default is checked.

 

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: VIP Access

Hi Peter 

Thanks for the support, however I've failed at the first hurdle. I don't get the option to select from the drop down menu to Verify and go to settings I have the Verify button but there's no drop down icon so I'm unable to enter the VIP code from my old phone to get into the VIP settings. I'm using a Samsung Galaxy S6 Edge.if that helps

Kudos0

Re: VIP Access

Are you doing this from a PC? If you are doing it from your device, it could be a 'crippled' mobile site display.

Can you post a screenshot of that first screen where the drop down should be available?

Instructions to post screenshots can be found here
https://community.norton.com/forums/how-post-image-forums-0

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: VIP Access

I'm doing it from my mobile  screenshots attached.

Accepted Solution
Kudos0

Re: VIP Access

What browser are you using? I used Chrome browser on my HTC phone and I saw the same options I posted above.

Can you try it on a PC?

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: VIP Access

Hi Peter many, many thanks I could get into the verify drop down box from the pc, followed your instructions, deleted the old credentials and now finally I'm back up and running. Do you think my mobile app is corrupt ? At least I can get into it from a pc.  Thanks

Paul

Kudos0

Re: VIP Access

Glad to hear you got it working.

It is not an app on the mobile that is used to access the settings pages. You get those in your browser. That is why I asked which browser you are using on the mobile. I had no problem with the Chrome browser.

A suggestion if I may. If you have not already done so, be sure you go to the VIP settings and set up at least one alternative device or method to get your code. If you only have the one method and you lose access to that device, you will have to set up a new Norton Account. There is no way to bypass the 2 step authentication once it is set up.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: VIP Access

Is this still the only way to update the VIP credentials?

Kudos0

Re: VIP Access

Is this still the only way to update the VIP credentials?

Yes it is the only way to change/update credentials. Are you having some difficulty with the process?

Things happen. Export/Backup your Norton Password Manager data.

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