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Solution ID : SO5370

Last Modified : 06/20/2018

Cannot log into Web site using Symantec Identity Protection (VIP) credential


This problem can occur if any of the following conditions are true:
  • Credential is locked
  • Credential is disabled/deactivated
  • Credential is not registered at the Web site
  • Security code entered is incorrect
  • Username and/or password supplied is incorrect.


To resolve this problem, use one or more of the following methods.
Method 1: Reset your VIP Credential
Your VIP credential is designed to give you years of reliable service. However, as a security precaution, your credential may be temporarily locked/disabled/deactivated if the wrong security code is entered too many times during a session, or if you have not used your credential for over three months. If so, you may need to reset your token. To do this, use one of the following methods:  
  • If you purchased your VIP credential from the Symantec Identity Protection Center, you can reset your credential through the Check and Reset Your VIP Credential feature.
    NOTE:  If you are using the VIP Access Toolbar, see the following solution: SO16305
  • If you did not purchase your VIP credential from the Symantec Identity Protection Center, you must refer to the Web site you purchased through for instructions to reset your credential. 
Method 2: Register your VIP Credential
To use your VIP credential, you must first register it at the member Web site.  Please see the list of our VIP Member Sites.
If you do not see the site where you wish to register your VIP Credential listed, please contact that company / site for the proper instructions. 
Method 3: Ensure to Enter the Correct Security Code
When entering the six-digit security code, ensure you are entering the correct code. To get a new security code, wait about 30 seconds, then press the Security Key button on your VIP credential.
Method 4: Ensure to Enter the Correct Username and/or Password
When entering your username and password, ensure that you are entering it correctly. If you have forgotten your username and/or password, refer to the Web site where you are attempting to log in for instructions to recover, reset, or obtain a temporary password.