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FAQ: Two-factor authentication for your Norton account

If you have already registered two-factor authentication using VIP Access and credential ID, you cannot use it any more for authorizing your account. Instead, you can use email, phone call, or SMS configured already to receive an OTP (one-time password) to sign in to your account. Use the information below to set up two-factor authentication using any free authenticator app.

Common issues with two-factor authentication

  • Verification code not received or did not work

    The verification code that you receive is valid only for a specific time duration. Ensure that you sign in to your Norton account as soon as you receive the code.

    If you did not receive the verification code on your phone or the code did not work, you have to request for a new verification code by signing again to your account.

    If you use an authenticator app, open the app to get the new verification code. If the verification code that you received does not work, wait for some time and then use a new verification code.

  • Lost my mobile device

    If you have lost your mobile device, you must use the same phone number in your new mobile device to receive the verification code via a text message or voice message.

    If you have previously signed in to your account from a trusted computer and checked that the computer should remember you, you can sign in from that computer without a verification code. Once you sign in to your account, turn off two-factor verification until you can again get verification codes.

  • Receiving the verification code only in English

    Currently, the verification code sent as a voice or text message is available in English only. NortonLifeLock is working to make it available in other languages. However, if you do not want the verification code in English, you can use an authenticator app to generate the code. Download any free authenticator app on your phone from Google Play or App store.

  • One of the verification method did not work

    If you cannot access one of the methods to receive the verification code, you need to use an alternate method. For example, if you cannot receive voice messages on your phone, you can use the text message method or the authenticator app.

    If all of the methods you used to enroll are not accessible to you, your Norton account is locked and NortonLifeLock cannot assist you with providing access to your Norton account. In case your Norton account gets locked, you may have to create a new Norton account.

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DOCID: v100023155
نظام التشغيل: Mac OS X, Windows, Android, iOS
تاريخ آخر تعديل: 30/07/2020