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Kudos0

VIP Access APP problems (iphone)

I used to have VIP access installed on my iphone 6 and it worked great.  However, my phone died and replaced with iphone 7.  Installed the app but no authentication codes came to my new phone.  I logged into my norton account, disabled 2 factor authentications, deleted the app on my new phone and then turned on 2 factor authentication again. 

Website prompted me for my phone # and SMS was sent to my new phone with a link to install the app which I did.  The website then prompted me to enter a number that begins with VSMT xxxxxxxx and the corresponding 6 digit code from VIP access.  This is where the problem is.  The app prefix begins with SYMC, not VSMT and it will not accept the code as valid.

In my norton account now, I only have an option to turn on 2 factor authentication (Which runs through the steps listed above again).   I do not have any options to add a new device or change tokens etc.

I called the general norton support line and after 30 min on the phone, they were baffled and instructed me to call Symantec (800-342-0652) but when I called that number, they politely informed me that they are unable to talk to me unless I have a support contract.  This is obviously a line for enterprise customers and as a consumer, I was quickly shunned away.... so now I come to the online community and hopefully someone has seen this and is able to offer a solution?

I'd really like to keep the 2 factor authentication active and use the VIP acess app, I just can't get it to give me a code with VSMT.

Thx!

Replies

Accepted Solution
Kudos0

Re: VIP Access APP problems (iphone)

I had another user with this same question about the change from VSMT to SYMC. Here is some information from Symantec on this change.    https://support.symantec.com/en_US/article.INFO4029.html

A Norton support rep is unlikely to know much, if anything about VIP Access as it is a Symantec product. Thus the suggestion to contact them.

And here is a link to the other thread about this.   https://community.norton.com/en/forums/vip-access-vsmt-vs-symz    Try the suggestion in the second post to register the new SYMC code to your Norton Account.

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

Re: VIP Access APP problems (iphone)

@MDShaw74

Just checking to see if you resolved your issue with VIP Access?

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

Re: VIP Access APP problems (iphone)

The issue has been resolved.  It seemed that uninstalling the app and reinstalling was not sufficient unless a reboot of the device (iphone) was also performed.  I turned back on 2 factor authentication, installed the app and it still displayed SYMC (despite the website wanting VSMT) but when I entered the coat with the symc prefix, it accepted it.  The VIP access app now correctly response to requests.

Thx!

Kudos0

Re: VIP Access APP problems (iphone)

Thanks for the added information. This can help others having similar difficulty.

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

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