Hello Cbennett91,
Sorry to see you have issues accessing your Virgin mailbox.
In some cases it might be that our security team locks you out for security reasons (e.g. when your password has been compromised), could you please try and reset your password following this link here and try accessing your mailbox again right after?
Please note:
a) You need to make sure to reset password for your MyVM account first, then do the same for the email account.
b) Your new password should be brand new, unique and secure (between 8-10 characters, letters & numbers, 1 uppercase letter, starting with a letter, no special characters) - make sure you create a password never used before, otherwise our security team might lock you out of the account once again.
c) In case your primary email address is the same for both MyVM and email account, you may just need to reset it once and it will be changed on both.
d) once you change the password to a new one, log out of all accounts, then log back in your email account - your mailbox should be viewable at this point.
e) please, allow up to 15 minutes after this change for the system to update the information as it might not log you in immediately.
Please, try the above and in case this does not work for you you can pop us a message here and we will be more than happy to process this password change and provide further support where required.
Keep us posted.
