Not recognising email to reset password

[Danp13]

Been using my VM email with Outlook on MacBook for some time without issue. Yesterday it would not sync and asked my password, which I entered - it did not work. It then said I needed to reset my password reset which I proceeded to carry out. However, when I enter my email address it just says not recognised, which I tried over and over with the correct address each time. I remember having issues a little while back with ID verifications where I had to keep getting log on codes to verify it was me each time. Can anyone help please or advise on any next steps?

[coenoby · Accepted solution]

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@Danp13 wrote:

 I remember having issues a little while back with ID verifications where I had to keep getting log on codes to verify it was me each time.

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So were those verification codes sent to your non Virgin Media email account rather than your VM email account?

If so, then you need to enter that non VM email address as your Username (rather than your VM email address) when you sign into your My Virgin Media Account  ( https://www.virginmedia.com/my-virgin-media )

You can then reset your password and generate a new VM mail app password by clicking on Account settings, then Virgin Media mail settings.

Coenoby

[Danp13]

Perfect thank you. No idea how or why but the email address has changed to a my gmail one. Used this and it allowed me to change password, then request app password. Bit of a faff but got there in the end. 

Thanks again for your helpful reply.

[coenoby]

@Danp13 

It is a faff, no doubt about that but glad to hear you managed to work through it. Thanks for letting us know.👍

Coenoby