Secondary email account password reset when current password forgotten

[Fedup661]

Hi

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?

[用心棒]

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

• go to Forgotten your Password? | Reset Here | Virgin Media
• enter email address of the account for which the password is to be reset
• then follow the instructions provide

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[Fedup661]

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. 

[Fedup661]

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

[用心棒]

What do you see that indicates it has not worked?

[Fedup661]

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

No error messaged

[Travis_M]

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.

Regards