Forum Discussion

stuartmacg's avatar
stuartmacg
Tuning in
10 months ago

secondary account password reset

My wife's ipad no longer lets her access email.  It wants a password for her (secondary) account, and she does not know one.  She has used the email address for many years, and it still works on her Windows desktop and laptop.

The secondary account password reset process does not work, and the various on line instructions fail.

I understand from looking at forum questions, that the only solution seems to involve direct intervention of VM staff, but they are almost impossible to get in contact with.

Hopefully one will get back to us after this post.

secondary email password
  • Ashleigh_C's avatar
    Ashleigh_C
    Forum Team
    10 months ago

    Hi there stuartmacg 

    Thank you so much for your post and welcome to the community forums, it's great to have you back. 

    I am so sorry that you have faced this issue with your service, can I ask if you have followed these steps to reset the password: 

    Sign in to My Virgin Media
    • Go to Account settings, then Account details
    • Tap Manage next to Manage your Virgin Media Mail app password under Virgin Media Mail
    • Then, under Virgin Media Mail app password tap Get password
    • Continue the flow and a new secure password will be generated, and the mailbox unlocked
    • Update any third-party apps that may be use to access your Virgin Media Mail emails with this new app password.

     

    • Graham_A's avatar
      Graham_A
      Very Insightful Person
      10 months ago

      Ashleigh_C  Whilst what you have suggested is indeed the correct route it doesn't work if the secondary account holder doesn't remember their password and there are no security answers set to enable the forgotten password option.

      As the op has suggested the error message on the forgotten password fail page asks users to contact VM.  I believe that you will need to contact the op via PM to take this forward.

       

    • stuartmacg's avatar
      stuartmacg
      Tuning in
      10 months ago

      Sign in as who? primary or secondary? : secondary does not have  pw to sign in with.

      As the primary account, I do not want to manage my password.

      ....

      • Ashleigh_C's avatar
        Ashleigh_C
        Forum Team
        10 months ago

        My apologies for misreading there stuartmacg and thank you to Graham_A for their feedback here. 

        Let me pop back you a private message and we will take a closer look there. 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.
         

  • stuartmacg's avatar
    stuartmacg
    Tuning in
    10 months ago

    no sign of anything so far ??

    Is this to be found on the forum here, or on email?