Dear Tech Friends:
Due to a program error, I had to forcefully reinstall my Galaxy A20s Android cell phone.
Restore everything ok but trying to login to my Norton account which two step security was enabled and now the Authenticator app shows codes but Norton doesn't accept them, it just mentions code error.
At Norton Support they suggested creating a new account and requesting the transfer, I did so but Support denied me this step.
What do you suggest I do to access my account and/or solve this issue?
Thank you very much for your support.
When you reset your phone, the authenticator app is no longer registered with some device ID that is needed for the 2FA. The reset seems to change some device ID.
In your image, I believe there is a link to the left to choose another authentication method. Please say you set up a secondary method for 2FA. If not, there is no way for you to access the Norton Account, ever. This is the whole idea of 2FA. If you were able to do what the first support rep said and create a new account and transfer the old, then anyone could do this to hijack your account.
One of the options is to use Backup codes. You receive those when you set up 2FA. If you can find those, which you should have saved in a safe place, you can use one of those to access your account.
EDIT
FWIW I just signed into my Norton Account with 2FA using VIP Access authenticator app and had no issue. So the system seems to be working.
Hello. I had a similar situation arise and have created a post here as well:
https://community.norton.com/en/forums/2fa-norton-account-login-has-issues
Have you restarted your device and rechecked?
SA