Forum Discussion

nijmegen92's avatar
nijmegen92
On our wavelength
11 months ago
Solved

Unable to create a separate app password

Hi. My wife has just got an iPhone. We are trying to set up her virginmedia email on it, which she has been using for a long time. I have read the help section on the VM  website about generating a s...
  • Graham_A's avatar
    Graham_A
    11 months ago

    nijmegen92 Each email address now has its own My VM account

    Secondary accounts changes now have to be made via the My Virgin Media account for the secondary email.

    Sign out of your 'joint account' and then Sign into your wife's account here: https://www.virginmedia.com/my-virgin-media using the email address concerned and the current password. Once logged in click on Account Settings then Account details. You should now see the options to change password etc.

    If that isn't available try https://www.virginmedia.com/my-virgin-media/forgotten-details/password

    If no security answers have been set for the email address concerned then you will need to call in for support and select technical issues> email

    During this process you will be asked to set a new third party email address as the username for the secondary email address so you will need to make sure that your wife has another email address such as a Gmail or outlook one setup so that you can use this for the VM username.  After doing all this you should finally be able to see the option to generate an app password on the secondary account.

Graham_A's avatar
Graham_A
Very Insightful Person
11 months ago

nijmegen92 Each email address now has its own My VM account

Secondary accounts changes now have to be made via the My Virgin Media account for the secondary email.

Sign out of your 'joint account' and then Sign into your wife's account here: https://www.virginmedia.com/my-virgin-media using the email address concerned and the current password. Once logged in click on Account Settings then Account details. You should now see the options to change password etc.

If that isn't available try https://www.virginmedia.com/my-virgin-media/forgotten-details/password

If no security answers have been set for the email address concerned then you will need to call in for support and select technical issues> email

During this process you will be asked to set a new third party email address as the username for the secondary email address so you will need to make sure that your wife has another email address such as a Gmail or outlook one setup so that you can use this for the VM username.  After doing all this you should finally be able to see the option to generate an app password on the secondary account.

  • nijmegen92's avatar
    nijmegen92
    On our wavelength
    11 months ago

    Hello Graham. Thank you, we will give that a try.

  • nijmegen92's avatar
    nijmegen92
    On our wavelength
    11 months ago

    Hello again. Yes, many thanks, your solution worked as you stated and we now have her email up and running on her new phone. Very helpful of you. 

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

      nijmegen92  Brilliant news.  Pleased that this worked for you.

      • nijmegen92's avatar
        nijmegen92
        On our wavelength
        11 months ago

        Hello again. I was just wondering if you have any ideas about this, as you were so helpful yesterday? She can access her emails on her new phone, but they now don’t come through on her iPad. I have tried going through that same process to generate a new password, but the VM website does not now recognise her email address at all, even though she is a joint account holder. I can log in and access our email accounts, but all now have a triangle next to them with that usual error message about credentials. I am reluctant to just try something without knowing what I am doing as I don’t want to lose access to all emails. Any advice would be welcome, but I appreciate that this may require a call to VM to sort out. Thank you.