VMO2 Account set up not working for me

Hi 

Getting cross now! 😁 (apols for complaining). Good morning, and thank you in anticipation of helping us. I can’t use the virgin Connect app that I installed on my phone and iPad and last used yonks ago, successfully. I’ve offloaded it and reinstalled it. I’ve deleted it and reinstalled it from the App Store too. I’ve switched off my devices and switched them on again.  We also can’t set up the Virgin TV Go app either. Both apps send us round and round in a v annoying going nowhere situation, where you type in a new password (that takes ages for me to type and get right twice!) then there’s no ‘enter’ option to confirm. The url is oauth.virginmediaO2.co.uk. It transpires from googling that I need to create a new VMO2 id.  So, on my iPad, I go to Virgin mediaO2 sign in. Put in the account holder email address (my partner’s). Then he verified details. Then I was offered ‘choose how to sign in. Use a password/use a passkey’. I then try ‘use a passkey’. I select this. I already have face recognition on the device I’m using, for me. But what I’m trying to do is creating an id for the account holder, who is my partner, who does not use my device, so doesnt have Face ID on my device. So I select password and can’t get further than putting the password in, as you can see from what I’ve written (above).  I have read the help notes but none of it was relevant. So grateful for your advice. Thank you