Forum Discussion

MClinton's avatar
MClinton
Joining in
8 months ago

my mail account had been disabled

Hello, 

I have unable to access my emails and discovered that my mail account had been disabled.
I was given instructions to change my password and give another email address in order that a verification email could be sent.

Unfortunately I gave the wrong email address and I am now unable to go back to correct it, it only displays a message requesting that the verification email be resend and obviously this won’t work as the email address given is incorrect. 

Please help 

3 Replies

Sort By
  • Daniel_Et's avatar
    Daniel_Et
    Icon for Forum Team rankForum Team
    8 months ago

    Hi MClinton, thank you for your post.

    We're sorry to hear about the problem you're having 😔

    Just to confirm, are you unable to access your e-mails both via webmail and a "client" app (like Microsoft Outlook, Apple Mail or Gmail)?

    Also, have you tried following the advice provided in this article here? You'll need to refer to the section entitled "Setting your app password to use an Email app".

    Please pop back to us at your earliest convenience.

    Regards,
    Daniel

    • MClinton's avatar
      MClinton
      Joining in
      8 months ago

      Hi Daniel, thank you for responding to my post.

      Yes, I’am unable to access my emails via webmail or through my phone or iPad, which is how I usually access my emails.

      When I attempt to login to my virgin mail account it says that my account has been locked.

      I have followed the steps in the sectIon you mentioned and when I press the button to manage my email password, it asks me to verify my identity by changing my email address to one that isn’t my virgin email address. When I originally did this last week I missed a single digit from the address, by mistake. So when I press the banner “Change email address” it takes me to a “security and sign in” screen which confirms my original request, details the incorrect email and asks if I want the email to be resent. 
      This obviously is no good and I need a way to input the correct email address in order to unlock my virgin mail account.

      Regards

      • Ashleigh_C's avatar
        Ashleigh_C
        Icon for Forum Team rankForum Team
        7 months ago

        I'm so sorry to hear that this has happened but let me pop you a private message and we can look at getting the correct email set up so you can verify the address and follow the steps. 

        I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.