Forum Discussion

sue378's avatar
sue378
Tuning in
16 days ago

cannot log in to myVM or email

as the title - up to yesterday 8th Jan i could log into MyVM on a browser and my email on the iphone app - on looking at my emails i got an error - sorry cannot remember what it said but i could not see my emails although i still seemed to be logged into the app - rightly or wrongly i logged out and when i tried to log in again it came up with various screens with help on how to log in - all jibberish to me

i put the problem to someone else who worked out that i needed to change my password and via MyVM go to my account and create a separate password to allow me back in - really not sure what that second password is - security or something - afaik its not one i need but i have saved it

all was good for a couple of hours - i could access MyVM via the browser and my emails via the app BUT when i came back later to my email it asked me to log in - i used my email address as asked - its the only VM one i have and has never changed - i then inputted my new password that had worked earlier - i got the box that either my email or password was wrong and to try again - THEY ARE NOT but i did try and try and got nowhere - i know my email is correct but wondered if somehow i had got the new password wrong so went to forgotten password which prompted me to put in my email which it said was wrong - IT IS NOT

all that was via the email app so i went to log into MyVM directly and got the same result going round the same pointless circle

i then spent an hour on chat repeating all or most of that but hit a brick wall as i do not know my memorable word - so i could not pass security and no other questions or unique info was asked for that would have got the agent into my account - the letter [i understand] being sent but i need access to my emails - i did not log out afaik the last time i accessed them but am now locked out 

as i cannot access MyVM i dont know my account number or area code if that could be used as a security question - i did not use my email addy to make this account as i assumed it might be needed to verify the account - i was correct - so have used a hotmail account - i can supply info via pm that would show i am the account holder depending on what was asked to try and get this sorted before i get the letter with the memorable word to [hopefully] get me back in - again - it is VM has locked my account i believe - why i have no idea - or maybe its just a bug or linked to the original error message that made little sense

can someone help please

 

  • Adduxi's avatar
    Adduxi
    16 days ago

    VM made a “security” change to the email sign in.  You now need a third party email address to access MVM and webmail.  To use an “app” e.g Outlook, phone app, you need a new four word password in the format xxxx-xxxx-xxxx-xxxx  and use your VM email address. It’s a bit confusing at first . 

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    16 days ago

    VM made a “security” change to the email sign in.  You now need a third party email address to access MVM and webmail.  To use an “app” e.g Outlook, phone app, you need a new four word password in the format xxxx-xxxx-xxxx-xxxx  and use your VM email address. It’s a bit confusing at first . 

    • sue378's avatar
      sue378
      Tuning in
      16 days ago
      Adduxi wrote:

      VM made a “security” change to the email sign in.  You now need a third party email address to access MVM and webmail.  To use an “app” e.g Outlook, phone app, you need a new four word password in the format xxxx-xxxx-xxxx-xxxx  and use your VM email address. It’s a bit confusing at first . 

      thanks - that was done and i have the 4 word password noted - i think it said the 4 word password would be stored and that i would not need to use it - could be wrong on that - but i had access on multiple devices both to email and MyVM for a while [a few hours] after that password was set up - i was logged into email on one device that i logged out of - that seems to have locked the email and MyVM access on any device i try to log in on

      • sue378's avatar
        sue378
        Tuning in
        16 days ago
        sue378 wrote:
        Adduxi wrote:

        VM made a “security” change to the email sign in.  You now need a third party email address to access MVM and webmail.  To use an “app” e.g Outlook, phone app, you need a new four word password in the format xxxx-xxxx-xxxx-xxxx  and use your VM email address. It’s a bit confusing at first . 

        thanks - that was done and i have the 4 word password noted - i think it said the 4 word password would be stored and that i would not need to use it - could be wrong on that - but i had access on multiple devices both to email and MyVM for a while [a few hours] after that password was set up - i was logged into email on one device that i logged out of - that seems to have locked the email and MyVM access on any device i try to log in on

        have just reread your post and and broken it down to understand it and working through it have got into both MyVM and my email - am not 100% sure how and i need to go over the stages again but it looks as though you have solved it for me - the 3rd party email address is not one i want to use long term but i think i can see how to change it so hopefully that will work and i am back in - thanks

        i think i will be transferring to my gmail account - its easier

  • Kath_P's avatar
    Kath_P
    Forum Team
    16 days ago

    Hi sue378, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you're having an issue with accessing your emails. This is something we can certainly check for you but in order to do that I'll need to confirm some information with you to pass security. 

    I've sent you a direct message to allow us to do this with you in a private space. If you're using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you're on a mobile/tablet device then instead, click on the little circle icon in the top right then select 'Messages'. 😊

    Thanks,