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Joe1996's avatar
Joe1996
Just joined
23 days ago

Moved house and account still not active

I recently moved house and my account when I log in to the My Virgin app is still displayed as the old one.

I'm unable to access the new account as the email is the same.

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  • David_Bn's avatar
    David_Bn
    Icon for Forum Team rankForum Team
    23 days ago

    Thanks for reaching out to us Joe1996, and a very warm welcome to our Community Forums!

    Sorry to hear of the issues being experienced with your self-care account, after the move to your new property.

    It may be worth attempting this handy work around to see if this is successful for you;

    -Change the email address on the old account and log out

    -Clear cache and/or cookies on your web browser

    -Register/login with the preferred E-Mail address for the newly activated service.

    You should then be able to access your new account.

    Thanks,

    David_Bn