Lost or new device setup: Symantec VIP token

If you lost access to your Symantec VIP token or changed devices, you can restore access by following the steps below. 

Your VIP token is required for secure prescribing (EPCS), so it is important to complete this process before issuing controlled substance prescriptions.

Helpful tips before getting started

• Keep both devices available until setup is complete.
• Make sure your device time is set to automatic.
• Do not delete your old token until you've confirmed your new token is working.

If you still have your old device

If you still have access to your original device, you can add a secondary authentication device before switching to a new phone. This prevents interruptions to your EPCS prescribing access.

If you no longer have access to your old device: You can find those steps and more info below.

1. Keep your old device available.
   • Make sure your old device is powered on, and you can open the Symantec VIP Access app. 
   • You will need it to generate a one-time password (OTP) during setup.
2. Log in to the EPCS Gold Portal using your NPI and existing passphrase.
   • Select your existing EPCS 2-factor authentication (2FA) token from the Token dropdown.
   • Enter the one-time password (OTP) from your Symantec VIP Access app.
3. Add a new authentication device:
   • Click the Token tab.
   • Select Add New Token.
   • Click the orange Add New Token button (bottom left).

   • You will see multiple authentication options. Important: Choose Code Generator—this is used for the Symantec VIP Access app on your device.

     

4. Enter the token information by completing the fields exactly as follows:
   • Token Manufacturer: Symantec
   • Token Issuer: DRFIRST
   • Token Type: OTP Soft Token
   • Token Name: Enter a nickname for your 2FA (e.g. “Rula”)
   • Serial Number or Credential ID:
     • Open the VIP Access app on your device.
     • Locate the Credential ID at the top of the screen.
     • Enter the full ID beginning with SYMC (include letters and numbers, no spaces).
   • One-Time Password (OTP):
     • Enter the 6-digit code shown in the VIP Access app.

     • Click Authenticate.

       

5. Confirm your token:
   • If successful, you'll see a message that your token has been paired to your account.
   • If you do not see the confirmation message, try entering a new OTP and authenticating the token again.
6. Once confirmed, your new device is ready for secure prescribing! 
   • After your new device is working, you can disable your old device (optional):
     • Return to the Tokens tab.
     • Locate your old device.
     • Click Disable.
     • Enter a reason for disabling the device.
   • Your account will now use your new authenticator!

If you do not have your old device

If your device was lost, replaced, or is no longer accessible, contact us through the AI search bar on this page and ask to connect with a live agent for assistance. You'll need to re-enroll your Symantec VIP token to restore your EPCS access, which requires us to send you a new identity proofing invite.

What to expect:

1. Rula will resend your identity proofing invite.
2. You will complete identity verification.
3. You will register a new Symantec VIP Token.
4. You will test your one-time password (OTP).

This process ensures your prescribing access remains secure and compliant.

Common issues and getting support

• Identity proofing fails:
  • Make sure your legal name matches your credentialing records, and your identification is valid and clearly visible.
• OTP does not work:
  • Check that your device time is set to automatic and try generating a one-time password.
• Invite expired:
  • Contact us through the AI search bar on this page and ask to connect with a live agent for assistance—you'll need to request a new enrollment invite.

When to contact Rula

Reach out to Rula Support using the AI search bar on this page if:

• You did not receive your enrollment invitation.
• You are blocked during identity proofing.
• Your OTP continues to fail after registration.
• You're unsure which device is connected to your account.

Our Support team can help you complete the process quickly so you can return to prescribing without interruption.

Updated April 13, 2026 21:53