Forum Discussion

ChrisVM94_'s avatar
ChrisVM94_
Joining in
7 hours ago

VMO2 - can’t access the account settings page

I am officially registered on VMO2 but I am unable to access the Account Settings page to be able to set up a password. I am NOT a fan of Passkeys, I am NOT keen on them, so I deleted the Passkey.

But I am not able to get access to the Account Settings page to create a password as an alternative to log in. I would like assistance of someone, an official staff member on here, a forum staff member, if that’s possible.

I can get access to MyO2 through the O2 website but it’s like I’m always having to verify my identity each time by a link being sent via email and pressing on that to log in. I don’t have a Passkey on the account - I deleted it. Wonder if that’s why I have issues getting to the Account Settings page, getting access to it.

 

11 Replies

  • ChrisVM94_'s avatar
    ChrisVM94_
    Joining in
    5 hours ago

    Need someone from the forum team, an official staff member, to assist with this technical issue / error message via private message / DM/ direct message. How can I set up a password when the relevant page I need access to, to do that isn’t even accessible?!

    Pressing the blue ‘Try again’ button doesn’t work at all, it doesn’t make any difference.

     

  • ChrisVM94_'s avatar
    ChrisVM94_
    Joining in
    5 hours ago

    After entering the email address on the log in page for the account it’s like it asks me to use a Passkey but there is NO Passkey on the account and the only other option of course is to go down the route of having an email sent, each time, to the email address that’s registered to the account.

  • ChrisVM94_'s avatar
    ChrisVM94_
    Joining in
    5 hours ago

    That’s what I see after pressing a ‘Verify it’s me’ link each time in an email to the registered email address and it then opens up the O2 website, I can view all aspects of the account on the O2 website but just can’t access the separate account settings page VMO2 ID because of that ‘Sorry, something went wrong error message’. I really do think deleting what was the saved Passkey from my device settings had an effect being able to gain access to the VMO2 account settings page. In theory there’s no saved password or Passkey as a log in method, with the ONLY log in method being this: pressing a link in an email each time to log in and even after doing this can only access the O2 website fine.

     

  • newapollo's avatar
    newapollo
    Very Insightful Person
    6 hours ago

    Hi ChrisVM94_​ 

    I don't know if it will make any difference but looking at the screenshots, you didn't close all tabs and windows before heading to the sign on page again, as requested in the top picture.

     

    • ChrisVM94_'s avatar
      ChrisVM94_
      Joining in
      5 hours ago

      This proves I can see the O2 page for the account on the O2 website after pressing a blue ‘Verify it’s me’ button in an email each time. I can’t set up a password though via the O2 website because that has to be done on a separate page, the VMO2 ID account settings page, which I CANNOT access.

    • ChrisVM94_'s avatar
      ChrisVM94_
      Joining in
      5 hours ago

      I can technically log in, in a way but only via verifying via a link sent to email each time and pressing ‘Verify it’s me’. After pressing that each time I can see the O2 page on the O2 website no problem but NOT the separate VMO2 account settings page where you can add a back up email address, set up a Passkey, set up a password. Can’t do none of them because obviously I can’t access that page.

       

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    6 hours ago

    What happens if you logon to MyVM with your VMO2ID and choose the "forgot password" route?

    • ChrisVM94_'s avatar
      ChrisVM94_
      Joining in
      6 hours ago

      You can see the tab, ‘VMO2 ID settings’, but it doesn’t even display the settings, just that ‘Sorry, something went wrong’ error message.

      • ChrisVM94_'s avatar
        ChrisVM94_
        Joining in
        5 hours ago

        I do have a feeling that deleting the saved Passkey from the device may have had affect being able to get access to the VMO2 account settings page. In theory I can log in, but just only by pressing a link in an email each time, and even after that I can only access the O2 website page fine.

    • ChrisVM94_'s avatar
      ChrisVM94_
      Joining in
      6 hours ago

      That’s what the log in page - as you can see, there’s no ‘forgot password’ option.

      There’s only a ‘forgot your email address’ option on that log in page.