Cannot change an email password

[Morrile2]

Hello,

A while back I forgot to update an email password after having it reset by VM. The account still works but I prefer to have longer, more complex passwords, hence why I want to change it. However, with all my email account the system is setup to use biometrics reader on my main PC. When I try and login I do not see the option for fingerprint biometrics, rather I see a message about inserting a physical 2AF key and I don't have any 2FA keys. I then select password but it doesn't recognise the password that's working on various devices okay.

Can someone look into M*****.******T@Virginmedia.com and remove this annoying 2FA, or let me know how to remove this? 

[Morrile2]

Forgot to add the screen shot

[Graham_A]

When I had a similar issue recently I resolved it by logging into the My Virgin Media account on a different device clicking on Accounts Settings then Device Authentication then clicking on Remove device against the device that was having the issue.

I was then able to re set device authentication next time I used the problem device.

[Morrile2]

Will try that and get back either way it turns out, thanks.

[David_Bn]

Thanks for your post on our Community Forums @Morrile2.

Can you please provide an update to this, to confirm whether the advice from @Graham_A has helped resolve this matter.

Kindest regards,

David_Bn

[Morrile2]

Have to wait until Sunday morning as I have a busy Saturday.

[Morrile2]

Morning,

I tried with my iPad and it asked for fingerprint biometrics rather than a 2FA key, yet chose password and typed the password which failed claiming it was wrong. The account in question is M***-****T@virginmedia.com as previously I typed a full-stop when it should be a hyphen. As I could not login I cannot disable the 2FA.

Can the password be changed so I can get into the account and fix this annoying issue?

Kind regards,

Lee

[Carley_S]

Hi @Morrile2 

Sorry to hear that this issue is still ongoing for you. Do you try the steps kindly advised by @Graham_A at all?

What happens we you go through the forgotten password steps? 

[Morrile2]

Yes I had dried the steps @Graham_A offered but that will only work if I can log in, which I could not. Performing a password reset displays an error, and I have tried later and managed to change the password. However, rather than change my @virginmedia.com it's changed the password for @Blueyonder.co.uk  account and cannot get into both accounts now.

[Morrile2]

I can get into my @Blueyonder.co.uk account and know where it goes wrong, and will update "how and why" later