Forum Discussion

Batb's avatar
Batb
Tuning in
3 days ago

Unlink merged accounts.

Hi. 

I was recently invited to merge my virgin and O2 account. I followed the link and set this up, but if I try and log in on a different device I'm asked to create a new password each time. It's driving me insane so wondering if I can now unmerge the two as I preferred the old way where my passwords were separate. Thank you in advance.

3 Replies

  • Hi Batb,

    Thank you for your post and welcome to the community. 

    We're very sorry to hear about the issue with logging in via a different device. This shouldn't be the case. 

    It may ask you to verify the email address but not to make a new password. Are you doing this via the web browser or the app?

    ^Martin

  • Wasyl's avatar
    Wasyl
    On our wavelength

    Yes, I unfortuunately decided to link the two on my mobile, and now when I try to loggin into website VM, it asks me for a passKEY, what is this, and why does it ask for this if nothing of the sort was ever created. Now when I try to loggin, it doesn't recognise my password, and then I need to go through an unecessary rigmarole, where I can't change my password, although wasting time it signs me in.