Forum Discussion

Laura41's avatar
Laura41
Joining in
19 days ago

Can't get passed the password stage to set up

Anyone got a solution to the setting up an account I can't get passed the password stage it keeps saying "request in progress" and won't advance? I've tried several different passwords and things nothing is working!!! It's useless and I need to access my account 

6 Replies

Sort By
  • Martin_N's avatar
    Martin_N
    Icon for Forum Team rankForum Team
    18 days ago

    Hi Laura41,

    Thank you for your post and welcome to the community. 

    We're very sorry to hear about the issue with setting up your online account. 

    To confirm, have you tried different web browsers?

    ^Martin

      • David_Bn's avatar
        David_Bn
        Icon for Forum Team rankForum Team
        17 days ago

        Thanks for coming back to us Laura41, to confirm alternative browsers have been attempted.

        We are aware of some users experiencing this issue, with our IT team needing to be involved.

        Check out the envelope in the top right hand corner for a private message from me.

        Thanks,

        David_Bn

    • 3971643747's avatar
      3971643747
      Tuning in
      15 days ago

      My issue solved. Account had already been set up a long time ago, but couldn't log in with what I thought was the password. Tried resetting it, but submitting a new password didn't work: animated VM logo stuck playing on page (attempts using two different browsers on PC almost completely froze them and caused my hard drive to thrash, almost freezing the computer; attempt using browser on my phone just had the animated logo playing). Thought occurred to me that maybe I was trying to change my password to one I'd used in the past and that, therefore, for some reason, VM's system couldn't handle it. On my PC, tried changing my password to one I was almost certain I hadn't used in the past and it was accepted. So, anyone having the problem I had should try making sure they're not trying to submit a 'new' password that's actually an old one, ie one they've used in the past.

      • Steven_L's avatar
        Steven_L
        Icon for Forum Team rankForum Team
        14 days ago

        Hello 3971643747,

        Welcome to the Community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you were having with your online account. We're glad that you've been able to get your issues resolved and your password changed. Also if you have any issues or questions now or in the future, please let us know here and we'd be happy to help.

        Kind Regards,

        Steven_L