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Leicsgas
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Cannot access a secondary email account

I am the main account holder and my daughter cannot access her email account since yesterday. 

I have tried to change the password three or four times but each time we still cannot log in to her email account. All of her uni emails etc are linked to this account so she cannot access anything.

I have received emails to say that the password has been changed but still cannot access the account. It is so frustrating.

We get the following message in a yellow box "We didn't recognise the username or password you entered. Please try again."

I have searched the help sites and cannot find any way to access.

Can anyone help?

 

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Alex_RM
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Re: Cannot access a secondary email account

Hi Leicsgas,

 

Thanks for posting and welcome to our community 🙂

 

I'm sorry to hear there are some issues with the email account. 

 

Can you confirm for me if you have tried signing in on both webmail and via a mail client?

 

Are you able to sign into the main email okay?


Alex_Rm

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Leicsgas
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Re: Cannot access a secondary email account

My daughter and I have tried to sign in via mail.virgin media.com without success on different devices. 


My daughter can still access the emails on her phone via the mail app but is worried that this will stop working. 

 

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Alex_RM
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Re: Cannot access a secondary email account

Thank you for confirming 🙂

 

So I can take a closer look I'm going to pop you over a private message to get a few more details from you (purple envelope, top right hand corner)

 

Alex_Rm

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Leicsgas
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Re: Cannot access a secondary email account

Still no joy despite the help given so far.

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Alex_RM
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Re: Cannot access a secondary email account

Thank you for trying Leicsgas,

 

I've raised an IT ticket regarding this for you, as soon as I have an update on it I shall let you know.

 

Alex_Rm

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Leicsgas
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Re: Cannot access a secondary email account

Thanks for your help

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