Credential issue

[Alex M Rinaldi]

I have gotten a new iPhone and I can not log in because the certificate did not cross to new phone. I no longer have old phone so I can’t follow the steps using a Q code. Help needed
AR

[Rob Lindberg]

Hi Alex,

Unfortunately because you no longer have your old phone, you can not use the migration approach. You will have to install a new version of the VIP Access app and work with your provider to register the new credential ID, removing the old one.

Regards,

Rob

-------------------------------------------

[Rojopipe]

Hi Rob,

I wasn't aware of the migration process. Until now, I've only used the new installation and registration option.

Could you please explain the migration procedure for keeping the old phone, and confirm whether it works with VIP Access on a desktop computer?

Regards,

-------------------------------------------

[Rob Lindberg]

Hi,

Here is the documentation and a video on the migration process. It's only for the mobile app, not the desktop credential.

https://techdocs.broadcom.com/us/en/symantec-security-software/identity-security/vip/vip_access/getting-started-with-for-mobile-v119726112-d2353e338/vip-access-app-migrating-a-credential.html

https://www.youtube.com/watch?v=YNk0lMD6dKw&list=PL2eggx_qRWrTpq4zgWpO9IhVgir2Lmlxt&index=7

Regards,

Rob

-------------------------------------------

[Alex M Rinaldi]

If you still have your old iPhone and the app still works as intended. Then there is a process where you can create a QR code on old phone, scan it with new iPhone and follow prompts to install creds to new phone.
AR

On Aug 22, 2025, at 4:02 PM, Rojopipe via Broadcom <[e-mail]> wrote:

Hi Rob,


I wasn't aware of the migration process. Until now, I've only used the new installation and registration option.


Could you please explain the migration procedure for keeping the old phone, and confirm whether it works with VIP Access on a desktop computer?





Regards,
-------------------------------------------

[Alex M Rinaldi]

Thank you for reaching out. In my frustration, I decided to reach out to my account which uses the VIP Access for my 2FA. Ultimately, they were able to confirm me as rightful owner of the account and was able to update my new phone credentials in their system and now it works. Free app of VIP access is not supported by VM or Broadcom and they could not help me.
AR

On Aug 22, 2025, at 3:54 PM, Rob Lindberg via Broadcom <[e-mail]> wrote:

Hi Alex,


Unfortunately because you no longer have your old phone, you can not use the migration approach. You will have to install a new version of the VIP Access app and work with your provider to register the new credential ID, removing the old one.


Regards,


Rob
-------------------------------------------