Showing results for 
Search instead for 
Did you mean: 

Secondary email account password reset when current password forgotten

Joining in


Wife has new phone and does not know her email password. I always used to change it for her but a perfectly good system seems to have been ditched. I only get the option to delete her account when I go account settings->account details->manage other accounts.

Where am I going wrong?



Very Insightful Person
Very Insightful Person

Since May 2022 the processes for resetting password is the same for primary and secondary account holders.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click helpful.jpeg Mark as Helpful Answer and solved, or use thanks.jpeg Kudos to say thanks

Hi Tried all that and tried again just now. 

Wife email,dob and mother surname does not work. I would not expect it to as the account is in my name. 

Any ideas. 


Just tried to change my own and even that does not work. 

Very Insightful Person
Very Insightful Person

What do you see that indicates it has not worked?

There is no change at all. Is like the submit button has no code  behind it. 

No error messaged

Hi @Fedup661


Thanks for your post and sorry to hear about the issues with your password.


Are you able to reset them when using a different web browser? Please do keep me updated.



Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs