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leebert's avatar
leebert
Dialled in
6 months ago

Unable to reset secondary email account

My wifes email address is a secondary account, she has just upgraded her phone but when we've tried to transfer from android to ios we've had to do it manually and her password is XXXXXXXX  which she hasn't written down so now we are stumped as she is unable to log in at alI. When i go into email accounts my wifes email address isn't even there to reset the password? So now we can't access her account at all to reset her password & can only access her emails on old device. Hoping somebody will be able to help. Thanks in advance.

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  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    6 months ago

    Secondary email accounts now have their own MVM account and you can't change the password from the primary account.  It's explained here.

    https://www.virginmedia.com/help/broadband/manage-email-account

    But it's concerning that the secondary account isn't linked to your broadband account, as this may mean that it's orphaned and subject to closing down.

    Hopefully a VM person will pick this up and look into it for you. 

  • Daniel_Et's avatar
    Daniel_Et
    Icon for Forum Team rankForum Team
    6 months ago

    Hi leebert, thank you for your post. 

    We're sorry to hear about the situation you and your wife find yourself in 😔

    In order to look into this for you, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

    If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

    Thank you for your support jpeg1 👍

    Regards,
    Daniel