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secondary account password reset

stuartmacg
Tuning in

My wife's ipad no longer lets her access email.  It wants a password for her (secondary) account, and she does not know one.  She has used the email address for many years, and it still works on her Windows desktop and laptop.

The secondary account password reset process does not work, and the various on line instructions fail.

I understand from looking at forum questions, that the only solution seems to involve direct intervention of VM staff, but they are almost impossible to get in contact with.

Hopefully one will get back to us after this post.

6 REPLIES 6

Ashleigh_C
Forum Team
Forum Team

Hi there @stuartmacg 

Thank you so much for your post and welcome to the community forums, it's great to have you back. 

I am so sorry that you have faced this issue with your service, can I ask if you have followed these steps to reset the password: 

Sign in to My Virgin Media
• Go to Account settings, then Account details
• Tap Manage next to Manage your Virgin Media Mail app password under Virgin Media Mail
• Then, under Virgin Media Mail app password tap Get password
• Continue the flow and a new secure password will be generated, and the mailbox unlocked
• Update any third-party apps that may be use to access your Virgin Media Mail emails with this new app password.

 

Graham_A
Very Insightful Person
Very Insightful Person

@Ashleigh_C  Whilst what you have suggested is indeed the correct route it doesn't work if the secondary account holder doesn't remember their password and there are no security answers set to enable the forgotten password option.

As the op has suggested the error message on the forgotten password fail page asks users to contact VM.  I believe that you will need to contact the op via PM to take this forward.

 

________________________________
Graham

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media, I'm a VM customer. There are no guarantees that my advice will work. Please read the FAQs
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Sign in as who? primary or secondary? : secondary does not have  pw to sign in with.

As the primary account, I do not want to manage my password.

....

My apologies for misreading there @stuartmacg and thank you to Graham_A for their feedback here. 

Let me pop back you a private message and we will take a closer look there. I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
 

stuartmacg
Tuning in

no sign of anything so far ??

Is this to be found on the forum here, or on email?

 

Graham_A
Very Insightful Person
Very Insightful Person

@stuartmacg Private messages from the Forum Team @Ashleigh_C should appear in the envelope icon at the top right corner of the community forum page.  If you are using a small screen or mobile device to view the forum click on your profile icon and select message.

Alternatively use this link: https://community.virginmedia.com/t5/notes/privatenotespage

________________________________
Graham

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media, I'm a VM customer. There are no guarantees that my advice will work. Please read the FAQs
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks