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pinknosedcat
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can't log in to mobile account

I can't log in to my mobile account. both username and password are correct but keep getting refused. I tried resetting but it won't accept my email address or phone number, not quite sure which one. 

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Forum Team
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Message 2 of 8
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Re: can't log in to mobile account

Hi pinknosedcat,

 

Thanks for taking the time to post. I'm so sorry to hear you're unable to log in to your mobile account. I appreciate this is important as it's where you view your bills and usage.

 

On the site there are 3 options that should allow you to reset your password. These are:-

 

Forgotten your email address, Forgotten your password, and Forgotten your email address and password.

 

Have you tried going through each of these links?

If that doesn't work then please follow the register now link. Does this say you already have an account?

 

Look forward to hearing from you.

 

Thanks


Rich
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pinknosedcat
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Message 3 of 8
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Re: can't log in to mobile account

...it accepted the password and then told me the email address is already registered etc.

 

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Lee_B
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Message 4 of 8
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Re: can't log in to mobile account

If you click on forgot password and then type in the email address it says is already registered then you would be able to find what account its linked to Smiley Happy
Have I answered your question today? Mark the question as resolved if so!

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Virgin Mobile Staff , However, All opinions are my own

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pinknosedcat
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Message 5 of 8
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Re: can't log in to mobile account

yes in any normal universe that would indeed work, but not in this one.

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pinknosedcat
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Message 6 of 8
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Re: can't log in to mobile account

Just tried my email and password retrieval again to be absolutely sure and no it doesn't work, it keeps saying 'oops...'. I am entering the correct email and phone number but it doesn't like them.

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Forum Team (Retired) Mat_H
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Message 7 of 8
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Re: can't log in to mobile account

Hi Pinknosedcat,

 

I'm really sorry to hear that you're still having issues logging into your account. So we can look into this for you, give us a call on 789 or 0345 6000 789 and we'll see what needs to be done.

 

We may need to potentially raise an IT ticket to delete the account on our side.


Let me know how you get on with this.

 

Thanks,


Mat


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Forum Team (Retired) Mat_H
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Message 8 of 8
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Re: can't log in to mobile account

Hi pinknosedcat,

 

Have you made any progress with your mobile account?

 

Keep me posted as I'll be more than happy to help in any way I can.

 

Thanks,

Mat


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