Unable to log in to VM account

Hi

Firstly, not sure if this is related to the issue about creating single VM idea to log into the VM/O2 accounts.if it is, apologies as haven’t needed to access VM account for over a year. 

Gist-we took over the account following death of father-in-law last year. (Mother-in-law receiving BB and phone service but not able to cope as account holder)

I was logged into app for months and able to check payments, services etc. Tried this week, and had to log back in.. When we enter email address (correct) and verify, we are invited to create a new password. Is that right? If we create a new password, we still have to re-enter email and rinse, repeat. Just going around in circles.

Can you advise how we get access to VM. (App or web)

Thank you.