Cannot register account

[ksng2337]

Cannot register account & sign in & reset password. When try to reset password, saying that "You can’t reset your password online right now, as you don’t have additional details set up on your account."

Dafuq? How can I setup details without logging in?

I don't even have a chance to set my password, why a big company like this still made a mess on this simple feature?

Really really disappointed.....

[Kath_F]

Hi ksng2337, 

Thanks for your post and welcome to the forums. It's great having you on board with us in the Community. 

I'm sorry to hear you're having an issue with creating a My VM account. We're aware that some people are having an issue with this and there are a few things I need to check with you. 

Can you please ensure you are following ALL of the below criteria when choosing a password.

• Between 8-10 characters.
• Must start with a letter.
• Contain at least one number.
• No special characters.

If you are 100% certain that the above requirements are all being met then can you try some different password variations? This is because we've had reports of customers being able to proceed when doing this and it's mainly because some choices are too guessable to be allowed.

You should also try registering through the app or through another browser to see if this helps. 

Should this not work, pop back here and let us know. We will then be able to raise this with our IT teams to manually create the ID for you. 

Keep us posted.

Thanks, 

[ksng2337]

Tried many combinations while first registration. Not working.

Also now I have no chance to set / reset password, and I cannot register again. The following appears when I try to register again:

"Account already set up

Looks like there's already an account set up with the email address below."

Then I only have sign in / reset password, which both does not work.

[Kath_F]

Hi ksng2337, 

Thanks for coming back to me on this one and for letting me know you've tried the above. 

We can certainly check this out further for you but in order to do that I will need to confirm some information with you. 

I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks, 

[Kath_F]

Hi ksng2337, 

Thanks for coming back to me via private message to confirm things are working for you now. 

With the bad request error you get, try clearing the cache and cookies from your browser as this should help with that. 

Keep us posted on how things go and if you need further support, you know where we are. 

Thanks,