E-mail verification link expired

[ClaireM1]

Hi,

I received a message when logging into email that it was unavailable and I need to change the password and generate a new password. I have done this but the verification link originally did not work, and now it is saying the link has expired and I need to do it again. However when I change the e-mail again I am stuck in a loop as it says I need to verify using the link already sent.   

Please can you help me.

Thanks

[用心棒]

A workaround for this issue is to:

1. submit a different Sign in Email Address
   For example, test@example.com — in this case there is no server running for the message to be delivered to, i.e. mail delivery fails and is returned to sender.
2. resubmit the original Sign in Email Address and this time keep the page open until you receive the verification link email

Are you using a sub-address as your new Sign in Email Address, i.e. john.smith+sub_address@gmail.com? There is an issue with using sub-addresses that results in them arriving in an expired state

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[ClaireM1]

Hi,

Thanks for replying. However I've tried to use a different e-mail address and tried to re-enter the original e-mail address and I get this error message which asks me to verify the change already submitted, but I can't as the link has expired.

"You've recently requested to change the email address you use to sign in to My Virgin Media. Please check your emails and verify this change before making further account changes."

Any ideas?

Thanks

[用心棒 · Accepted solution]

The following error message appeared for me when the new Sign in Email Address was used elsewhere with another Virgin Media account either verified or not.
Returning to the latter account and trying a new Sign in Email Address before returning to the former, where the above error was occurring, and trying again resolved the issue for me. For example:

• singed in as richard.branson@blueyoner.co.uk (Blueyonder email address)
• changed the Sign in Email Address to richard.branson@example.com but did not verify
• then signed in as richard.branson@virginmedia.com (Virgin Media email address)
• changed the Sign in Email Address to richard.branson@example.com resulting in following error message:
  
• to resolve issue signed back in as richard.branson@blueyoner.co.uk (Blueyonder email address)
• tried a different Sign in Email Address of test@eample.com but did not verify
• signed back in as richard.branson@virginmedia.com (Virgin Media email address)
• changed the Sign in Email Address to richard.branson@example.com successfully this time

Should the issue persist post back here.

[ClaireM1]

Hi, Thanks for your help so far. Glad to say that this has worked and I have now changed and verified the alternative e-mail address. However, when I've tried to "Generate a new App password" I get this error message 😞

We couldn’t verify your identity

Failed to create user in PingOne

Appreciate any other guidance to overcome this as well.

Thanks

[用心棒]

Sorry to read that. Can you try opening an Incognito / Private browse window to see if the issue still occurs there and if:

• yes, then post back here to have it flagged to the forum team
• no, then when it next occurs:
  ▷ select the padlock icon shown in the browser's address / location bar
  ▷ look for an option to either clear / view cookies in the pop-up menu
  ▷ then follow the process to remove the cookies shown for the site

[ClaireM1]

Thanks for getting back to me. Unfortunately I'm still getting the same message when I use a private browsing window. Hope the forum team can get this resolved for me.

Thanks

[用心棒]

Issue has been flagged to the forum team and hopefully they will be able to help resolve it.

[Zach_R]

Hi @ClaireM1, 

Thank you for your posts and welcome to our community forums. We're here to help.

I'm so sorry to hear that you're having some problems recently with access to My Virgin Media, your emails, and updating the login details for both. I'm going to send you a private message in a few moments. Please respond when you can and we'll proceed from there with this.

Thanks,
 

[Bena1882]

Any chance you can get the link to work for me?