Forum Discussion

Julian7's avatar
Julian7
Just joined
10 hours ago

Secondary email issues/VM can’t find it

Hi,

Historically I have 4 additional email accounts on my account as account holder. The old webpage I use to go to change passwords no longer exists and my son cannot remember firstly his email password or name of first pet. he was told I had to ring as account holder. As account holder (his father) Ive just rang up customer services who say these 4 email addresses are no longer on my account? And he cannot see my sons email at all.

i need to find this created email to access as my son has an urgent document in the inbox to use.

He can’t reset the password as mentioned so we’re now left with him finding accessing this email account but I’m now being told via customer service it no longer exists.

I’m presuming it does exist as he can access.

please help to find and access and reset passwords 

thanks

2 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    9 hours ago

    The old method has been removed this long time.  Every mailbox now has to have it's own VMO2ID account created.  If you log out of your account and mailbox, then login using your son's email address, it should prompt you to create the VMO2ID.  Note you will need another separate email address to verify during this process, I suggest you setup a Gmail mailbox for this.

    Once the VMO2ID is created, your son should be able to login to the mailbox via MyVM and Webmail.  If using a mail client, you will also need to generate the four word app password for the client.

    This process will need to be done for every "secondary" mailbox by the way...

  • coenoby's avatar
    coenoby
    Very Insightful Person
    9 hours ago

    Julian7​ "I’m now being told via customer service it no longer exists"

     "please help to find and access and reset passwords"

    The first thing to do is to check whether that email account does still exist. One way to do that is to send a test email to your son's email account.

    If you do not get an error message back it would suggest the account, or at least the mailbox,  still exists. The Forum Team (VM staff who support this forum) are best placed to check it out for you. One of the team will contact you via this forum thread - probably tomorrow.

    However, if you get an error message back straight away then it's not a good sign and if, in the text of the error message, it gives your son's email address with " unknown" against it then you will know the account has been deleted. If that is the case then it's gone for good I'm afraid.

    Coenoby