Hello, how did you get this resolved. My mum is in the exact same situation and we're really struggling to get it sorted. Had some unsuccessful phonecalls where she was told to do virus scans on her device and she's still not able to get any access.
Yes, we tried changing her password before on her account but it’s made no difference. Very frustrating!
I am sure you followed all the instructions but just for completeness, it has to be a completely new password that has not been used for that account before and after changing the password you're advised to leave it 30 minutes before trying to access the account again.
As I say, I am sure you've done that.
You're only other option is to wait until one of the Forum Team (VM employees who support this forum) catches up with this thread and contacts you via the Forum. They should be able to take a look at this for you and get it sorted.
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