Locked out of blueyonder email but not mobile app

[TheUnconsoled]

Just now I checked the window on my laptop open to my VM email inbox and it had an odd new layout look to it so I logged out... In trying to log back in I only get the familiar Inbox Unavailable screen with advice to change my password. I wonder then if I should indeed change my password via the My VM app on my phone? Or whether this is just some update glitch that will right itself eventually such that I can retain my old password? Any advice welcomed. Thanks.

[Kath_F]

Hi TheUnconsoled, 

Thanks for taking the time to post in the community. 

We're sorry to hear your email account has been locked. There are some steps you'll need to follow in order to resolve this. 

Please log in to My Virgin Media here > Click on Account settings > Virgin Media Mail settings > scroll down to the App password section and click the Generate new App password button.

You should get a pop up message asking you to verify your email address and you'll need to use a 3rd party email address to continue. You'll be sent a one time passcode to enter on the next page to verify it's you. Once verified you can then update the mail password.

Wait 10 minutes and the Virgin Media email address should unlock. 

These changes have been put in place as Multi-factor authentication (MFA) is now required. Just as a side note, when logging in to My VM, you will continue to use your current log in details. 

Please let me know how you get on and apologies for the inconvenience.

Thanks,