Locked out

[BVNTL]

I have received this message on one of my secondary accounts 

The entered credential or authentication information does not work or are no longer accepted by provider. Please change them.

Problems is it won't accept the changes and remains locked.

Can anyone help with a solution please.

Thanks, Barry

[coenoby]

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@BVNTL wrote:

The entered credential or authentication information does not work or are no longer accepted by provider. Please change them.

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That error message sounds as if you are using an email app or client, such as Microsoft Outlook or Mail to manage your VM emails. It's a classic "computer says no," type response that email clients report when they hit a problem and does not give any real clues as to what the underlying problem actually is. It could possibly be nothing to do with the password itself, for example it could be a problem with the VM server and port settings in your email client.

To trouble shoot that underlying problem the first step is to see what error, if any, you get if you use the same credentials (email address and password) to sign into the VM email account directly using the Webmail service on the VM website.

Try that by using this link https://mail2.virginmedia.com/  - enter your VM email address and then your password when prompted.

• If you can access your VM email account directly on the VM website it suggests the solution to your problem lies with the email app or client you are using rather than there being an issue with your VM email account itself.
• however, if the VM website rejects your password, then the error message from VM will offer at least a clue as to what the underlying problem is with your VM email account.  So post back with that exact error message.

By the way - You say "Problems is it won't accept the changes and remains locked"  By "changes" do you mean that you have already reset/changed the password for the email account and that has not helped?  However,  let's see what error message if any you get when you try logging into the VM Webmail before suggesting anything else.

Coenoby

[BVNTL]

The exact message I get whilst on the Virgin site webmail page is

But I can't change the anything.

Thanks for the help, Barry

[coenoby]

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@BVNTL wrote:

The exact message I get whilst on the Virgin site webmail page is

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That's a great help, thanks for getting back.

It would seem that you are using the "Unified Mail" option in VM Webmail to manage emails from a number of different VM email accounts and it is one of those secondary emails that is failing.

I'm still not sure whether you have managed to reset the password for that problem account.  If you have, then you need to update the IMAP and SMTP password for that email account in the settings within Webmail.

To do that click on the cogwheel icon in Webmail , then > Settings > Accounts

You will then see a list of the email accounts that you are managing in Webmail. Go to the one that is causing the problem, click on Edit and then scroll down that page to the password box and update it to the new password.

Coenoby

[BVNTL]

Hi coenoby,

Thanks for coming back to me, I reset my password and got the message  "Account updated" but a few seconds later this message appeared

The incoming server type (IMAP) is greyed out as is the username and password for the Outgoing server (SMTP)

So I don't know what to do next.

Thanks, Barry

[coenoby]

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@BVNTL wrote:

So I don't know what to do next.

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If it's the Incoming server box that's greyed out try entering the new password in the blank password field for the Outgoing server (or vice versa) and then hit Save.

Coenoby

[BVNTL]

Hi coenoby,

I can and have changed my password Incoming sever password but still get the same message but when I go back to it the password box is empty and if I type in the "new" password I get "Account updated" and I go round and round in circles again.

Cheers Barry

[coenoby]

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@BVNTL wrote:

I go round and round in circles again.

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Did you do what I suggested in my first post to test what happens when you try to sign directly into the Webmail account for that problem VM email address. So not the email address and password you are  using to sign into your main VM webmail account  but the email address that's showing against the VM incoming and outgoing server settings that you are trying to update..

To trouble shoot that underlying problem the first step is to see what error, if any, you get if you use the same credentials (email address and password) to sign into the VM email account directly using the Webmail service on the VM website.

Try that by using this link https://mail2.virginmedia.com/  - enter your VM email address and then your password when prompted.

What error message do you get there?

Sorry, but as you realise I cannot see what you are seeing, I can only go by what you post.

Coenoby

[BVNTL]

Hi coenoby,

It's the secondary email account that I have tried to change the password get the message for, the Primary account and all my other secondary accounts are working fine, it's just this one that I have the problem with. I'm sorry that I'm not very clear and appreciate your patience, thank you.

Barry

[coenoby]

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@BVNTL wrote:

It's the secondary email account that I have tried to change the password get the message for, the Primary account and all my other secondary accounts are working fine,

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That's what I expected.

So have you actually reset the password for that Secondary email account or just the password for the Primary email account?

Coenoby