VirginMedia02 ID - no registration option?

I have a Virgin Media account and do not have O2. All apps working fine yesterday morning but in the evening all required sign in again and asked for a passkey which I don't have. Used to sign in with face recognition! Having checked I should be prompted to create a VMO2 ID but it just asks for passkey when I put my email in. Locked out of all accounts which is very unhelpful - particularly O2 priority! Please can someone help with getting access.