Please HELP, Error Message AP103, Locked out of my virgin email account

[taracampbell73]

Hi,

I have been locked out of my Email account for a week since I went on Holidays.  My phone broke so i tried to log in under my emails on my Husbands phone.  I tried to reset my password and even though i'm passing security, and typing in a password I've never used before it keeps saying password cannot be used.

I'm now home, and gave cleared all the cache and browsing history on the laptop I always use and I keep getting the same messages.

Can someone please help as I have so much important stuff saved in my emails.

Thanks

Tara

[Anonymous]

Is the VM account still active? https://community.virginmedia.com/t5/Email/Error-code-AP103-when-trying-to-change-email-password/m-p... 

[taracampbell73]

Hi

Yes it was active right up to the day that I got locked out.

Tara

[taracampbell73]

Hi,

I have deleted cache, Cleared browsing history and tried google chrome & Edge. It's still not working. 

Any Other suggestions would be really appreciated as I'm really starting to get worried that I will loose my Email info.

Thanks

Tara

[Anonymous]

There is this thread too https://community.virginmedia.com/t5/Email/Lost-my-email-password/m-p/5190491

[taracampbell73]

Hi,

When I Look for support as there is no broadband or phone attached to my email which I have had for 20 years the robot doesn't recognise what I'm looking for under the chat,

I appreciate your support,

Tara

[jem101 · Accepted solution]

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@taracampbell73 wrote:

Hi,

When I Look for support as there is no broadband or phone attached to my email which I have had for 20 years.....

...Snip

Tara

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Are you saying that you are not a current VM broadband customer? If that is the case, then there is good chance that the mailbox has been locked in preparation for being deleted, it being a requirement that to use any of the VM branded email addresses, you have to be a paying broadband customer.

If you are a customer, are you able to log into the my.virginmedia.com portal with the credentials of the 'primary' account holder and check that the address is properly associated with your broadband account?

[taracampbell73]

Hi,

I locked myself out of it as I was logging into different devices.

I have never been a broadband or mobile customer.

Just a simple email address.

Thanks

Tara

[Graham_A]

@taracampbell73  

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@taracampbell73 wrote:

Hi,

I locked myself out of it as I was logging into different devices.

I have never been a broadband or mobile customer.

Just a simple email address.

Thanks

Tara

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In which case this linked post should help to explain what has happened to the email address.

https://community.virginmedia.com/t5/Email/Orphan-Email-accounts/td-p/3492073/jump-to/first-unread-m...

[taracampbell73]

Jem,

It seems as if I have an orphan account, I have it 20 years now, which I have locked myself out of due to be on holidays and forgetting my password, then trying to log into my husbands account.  I understand if I'm not able to use this account on an ongoing basis, but given this only happened a few days ago do you think I will be able to retrieve my emails as I have a lot of personal medical info etc that I need like Doctor reports etc.

I'm really stressing out.

Tara