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loubelou77
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Message 1 of 11
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security key

Any one else had trouble trying to do the e signature for an upgrade because the security key was not right?

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Lee_B
Fibre optic
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Message 2 of 11
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Re: security key

hi loubelou77

A common mistake made with e-signing the loan agreement is when it asks for the last 4 numbers of the bank account number and people put in the last 4 digits of the card

Just to be sure.

the loan agreement must be signed within 48 hours of the initial call

1 - last 4 digits of the bank account number ( used for direct debits )
2 .unique security key from email 2 , this is labelled security key - its has a jumble of letters and numbers etc i.e H3"£$fr2342 etc
3. terms and conditions page - scroll right down to the very bottom of the terms and conditions box. Right at the very bottom , there is a tick box that said you have read them.
4. enter the s6 digit e-signature code from email 3

If you are having problems typing them in. Try copying and pasting. Make sure there are no spaces before or after any key and each capital letter must be capital and each lower case must be lower

Hope this helps

let us know how u get on

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Virgin Mobile Staff , However, All opinions are my own

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Lee_B
Fibre optic
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Message 2 of 11
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Helpful Answer

Re: security key

hi loubelou77

A common mistake made with e-signing the loan agreement is when it asks for the last 4 numbers of the bank account number and people put in the last 4 digits of the card

Just to be sure.

the loan agreement must be signed within 48 hours of the initial call

1 - last 4 digits of the bank account number ( used for direct debits )
2 .unique security key from email 2 , this is labelled security key - its has a jumble of letters and numbers etc i.e H3"£$fr2342 etc
3. terms and conditions page - scroll right down to the very bottom of the terms and conditions box. Right at the very bottom , there is a tick box that said you have read them.
4. enter the s6 digit e-signature code from email 3

If you are having problems typing them in. Try copying and pasting. Make sure there are no spaces before or after any key and each capital letter must be capital and each lower case must be lower

Hope this helps

let us know how u get on

Have I answered your question today? Mark the question as resolved if so!

Mark as helpful answer if this has helped you to show other members the resolution

Virgin Mobile Staff , However, All opinions are my own

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nickneat
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Message 3 of 11
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Re: security key

I'm having the same problem. Tried it 4 times with no luck. I'm definitely using upper and lower case and the last 4 digits of my bank account number not my card number. Can you help?

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nickneat
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Message 4 of 11
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Re: security key

and I have used copy and paste
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Lee_B
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Message 5 of 11
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Re: security key

@nickneat

Are you trying to sign the loan agreement within the 48 hour period? If so are you using a tablet or pc?
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loubelou77
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Message 6 of 11
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Re: security key

I was doing it on the laptop, I think they are both done now (i hope) haha thanks anyway.

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loubelou77
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Message 7 of 11
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Re: security key

I had to try so many times, anyway i left it a few hours tried again and it worked,, i also copy and pasted and tried to do it manual, in the end it worked through copy and paste, and yes it's the last four digits of the account number not the card number.  Smiley Happy

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loubelou77
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Message 8 of 11
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Re: security key

 hope you sort it nickneat? i had to confirm two so was driving me crazy as i had six emails and all different codes haha

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Lee_B
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Message 9 of 11
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Re: security key

How have we all got on E-signing? If you get stuck then Virgin have a specialist team to guide you through this Smiley Happy

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dazzasmurf
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Message 10 of 11
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Re: security key

Exactly the same issue. Tried everything. Pasting, entering key manually, pasting password into Notepad to remove any HTML formatting and then pasting, tried with last four numbers of account number then tried last 4 digits of card number in case the email was incorrect. Tried in 3 browsers all running on a laptop - same issue. I did this immediately after receiving the 3 emails and again 4 hours later, nothing worked. Awful system.and no option to re-request a unique ID. And no customer support available on Sunday? What are we back in the 1970's???????

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