Unable to sign into ntlworld account

[tom-k]

My wife is having trouble signing into her ntlworld email account, a message saying the email or password are incorrect, the password is correct when we try to change the password a message appears “You can’t reset your password online right now, as you don’t have additional details set up on your account”. She doesn’t use her email that often could it be that the account is suspended due to lack of use? I have tried signing in using different devices but no success.We have two other emails associated to the account and these work fine. Help would be greatly appreciated..

[Steven_L]

Hey tom-k,

Welcome back to the community and thanks for taking the time to post here on the forums.

I would be happy to take a further look into this for you but would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,
Steven_L