Email change of account number and keeping old additional email address

[Fosterb1]

• I changed my virgin account last month due to change in name of primary account holder. How do I keep the email address of the additional account that was on old account ( a virgin email) . It isn’t appearing on the new account and won’t let me invite the person to have an account either. Any suggestions appreciated. Thanks

[Kath_F]

Hi Fosterb1, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you're having an issue with your email account and linking it to your new VM account. 

If the email address was a secondary account on the previous VM account then we wouldn't be able to just move that address over I'm afraid. It would bring all email addresses over. Additionally, depending on the reason for the change of name, we may not be able to do it at all. 

We will need to check your specific circumstance and also the both VM accounts and in order to do that I will need to confirm some information with you to pass security. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks, 

[Kath_F]

Hi Fosterb1, 

Thanks for coming back to me via private message. I'm happy to hear the team were able to help get things resolved. 

If you have any further issues, pop back to us here in the community. 

Many thanks,