Forum Discussion

Timtimmo's avatar
Timtimmo
Joining in
3 months ago

Password to Passkey Loop!

Hi,

Well, finally got round to sorting out my VM account for 2FA and all that good stuff....which I did but opted for a password instead of a passkey.

I then realised that to use the email send option from my Dahua CCTV system, I needed to use a passkey (as the password is not accepted by the virgin media mail server).  So I go back into my account and click the links to go "passwordless"......and it just fails to go to the next step on my PC.

So I download the myvirginmedia App on my iphone and try the same but it just goes in a loop of nowhere when I click the link!

Some advice to stop me pulling more hair out would be much appreciated.

PS: Account 2FA is working fine - just this password to passkey impass!

8 Replies

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  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    3 months ago

    Hi Timtimmo, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you're having issues setting up a passkey for your My VMO2 account. In order to get one set up, you'll first need to sign in to your Virgin Media account with your username and password. Once logged in please go to security settings: Navigate to "Account settings," then click on "Security settings".

    You'll find passkey options: You will see a list of available authentication methods. Tap the option to add or change your passkey. Follow the on-screen prompts to complete the setup, which may involve using biometrics like a fingerprint or face scan, or a device PIN, to verify your identity. After setting up, it's a good idea to test the passkey to ensure it works correctly for logging in. 

    Keep us updated on how you get on. 

    Many thanks, 

  • Timtimmo's avatar
    Timtimmo
    Joining in
    3 months ago

    Hi Kath,
    Followed your instructions and when I click add passkey, this screen message comes up and the same loop repeats….the message on the screen says “i - you’ve cancelled a passkey request”.

    Cannot find a way to send you the screenshot on this forum?….do I need to PM you somehow to send screenshot?

    Regards - Mark

     

    • Martin_N's avatar
      Martin_N
      Icon for Forum Team rankForum Team
      3 months ago

      Thank you for that information. You should be able to add a photo or screenshot to a post on this site. 

      ^Martin

      • Timtimmo's avatar
        Timtimmo
        Joining in
        3 months ago

        Hi Martin, please find attached screenshot of where I get stuck in the add passkey loop. My assumption is that the error message “you’ve cancelled adding a passkey” is the root cause as pressing the add button just keeps coming back to this screen?

        TI A - Mark

  • Timtimmo's avatar
    Timtimmo
    Joining in
    2 months ago

    Message Vicky M standing in for John?......here is the screenshot of ID settings you asked for.

    Same thing, when I click "go passwordless", verify my identity and all that good stuff, the screen comes back to this same screenshot, tried multiple times!!!!!

    I pretty confident this is not "pilot error", so something at the VM account end is screwed up - Help please!

    Mod Edit : Personal information removed

     

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      2 months ago

      Hey Timtimmo, thank you for reaching out and letting us know this.

      My colleague will reply when she can do. 

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      2 months ago

      I'm just wondering about this one.  Have you tried both passwords that your have for email with VM?  You know one is for Webmail, and the other for 3rd party email clients?  Just a thought.