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Inadvertantly changed my primary e-mail password in outlook without a record. How to get it reset?

Joining in

I was doing a bit of housekeeping by deleting defunct addresses and somehow changed the address of my primary e-mail in Outlook, so now I can't access my e-mail via Outlook, and only via VM Web-mail, how can I get my password reset?


Very Insightful Person
Very Insightful Person

@NZ7 wrote:

somehow changed the address of my primary e-mail in Outlook,

I can't access my e-mail via Outlook, and only via VM Web-mail, how can I get my password reset?

If you can access the email account via Webmail it would seem the password is stored in your browser so I am not sure you need to reset the password to restore access in Outlook. You just need to know what the existing password is.

If it's simply that you don't know what the existing password is you can use this link to access your VM email account in Webmail   Enter or select the relevant VM email address and hopefully you will get to a screen like this:

Password reveal.png

If so, click on the little icon to the right of the obscured password and it will be revealed in plain text.

You can then use that to either update the password in the Outlook settings or if you have completely deleted the VM email account from Outlook you can set up a new entry for your VM email account in Outlook's account settings and specify that password.

Post back if you still need help.



I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media.

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Joining in

I was recently trying to tidy up my e-mail accounts and must have , in error, changed a password and now can't access one of my several accounts which happens to be my primary emmail account.

I try and log , I get a pushback message which goes: We couldn't log in to the incoming (IMAP) server. Please check your email address and password and try again.

Hi @NZ7

Thanks for posting and welcome to the community.

Have you tried changing it via webmail?

Best wishes,

Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

Hi, Thanks for your attention to my plight, I have followed you suggested action and used the link, but as my web mail only has 1 email registered, the browser immediately takes me to the Address without an option to view my password, so I am still stuck with the one address (my primary address) being accessible only via web-mail but not accessible through my outlook account?

All help greatly appreciated,


Thanks John_GS, I tried as suggested but could not get to see a password in/via Virgin media Net Mail.
I a have viewed passwords in my local Outlook, but since I have been trying to back-track to this one account I have obviously over-written the original password record? What I need to do is find someone who can perform a password re-set on this account, but I can't find a virgin phone assist or chat help?


Hi there @NZ7


Thank you so much for popping back to us and we are so sorry this fix didn't work for you. 


I will pop you a PM now so we can look into this a bit further, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message. 


Thanks again.