unable to access email account.

[Anglezarke]

I have lost the password to one of my email accounts due to a computer glitch. How do I get back to access it please?

[Adduxi]

Reset the password yourself via your mailbox settings.

[Ayisha_B]

Hi @Anglezarke 👋

Welcome back to our Community Forums  and thanks for your post.

Have you attempted a password reset?

[Anglezarke]

I can access one of my accounts: [MOD EDIT: PERSONAL INFORMATION REMOVED] but the other one [MOD EDIT: PERSONAL INFORMATION REMOVED] has a triangle with an exclamation mark in it and the message:" The entered credential or authentication information does not work or are no longer accepted by provider. Please change them". OK but how do I do that?

[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

[Anglezarke]

Sorry about that!

[Anglezarke]

However I am still hoping for someone to tell me how to rectify the problem.

[Carley_S]

Hi @Anglezarke 

Welcome back to the community forums. 

Sorry to hear you're having issues with accessing your emails at this time. This may be asking you to reset the app password from your online account. 

Sign into your Virgin Media online account and go into your account settings then follow the steps below and keep us updated if you need any further support. 

• Once on the Account Settings page, select the Virgin Media Mail Settings option.
• In the Virgin Media Mail Settings page, scroll down to the App Password section and click the Generate New App Password button. 
•  A pop-up message will appear asking to verify the email address.
• You MUST use a third-party email address to continue. You cannot use any @VirginMedia.com, @blueyonder.co.uk or @ntlworld.com address. 
• A one-time passcode (OTP) will be sent to the confirmed third-party email address.
• Multi-factor authentication (MFA) is now required when performing certain actions, such as changing their email password.
• Now enter the OTP you received to verify.
• You can then reset the password of the Virgin Media email account.
• After a successful reset, wait at least 10 minutes before attempting to access their email via webmail or a third-party application (Microsoft Outlook, Mozilla Thunderbird, Apple Mail, etc.).