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anjadavel
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Message 21 of 38
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Re: My Virgin password reset issues

Hi,

I'm having the same issue. I've been trying for about a week now to log into my account and it tells me my password is wrong is I try to reset it. I get through the security question fine and then I get to 'Choose new password', I enter a password and it says 'Some information is missing or incorrectly entered. Please check below and try again". I double check that the password I put in fits the parameters and then it takes me back to the first screen.

Thanks

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David_Bn
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Message 22 of 38
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Re: My Virgin password reset issues

Thanks for your post anjadavel, and a very warm welcome to you!

 

Sorry to see you've been having the issue with logging into your account

 

If you can confirm you're the account holder, we can take this to a private message arena and seek to reset this for you

 

Kindest regards,

 

David_Bn

 

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anjadavel
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Message 23 of 38
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Re: My Virgin password reset issues

Hi,

Yes, I am the account holder

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David_Bn
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Message 24 of 38
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Re: My Virgin password reset issues

No problem anjadavel,

 

Check out the purple envelope in the top right hand corner for a private message from me

 

Kindest regards,

 

David_Bn

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roryjwalker
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Message 25 of 38
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Re: My Virgin password reset issues

Hi, 

 

I am having the same issue can someone from support message me I'm the account owner.

Thanks.

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Zach_R
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Message 26 of 38
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Re: My Virgin password reset issues

Hi @roryjwalker,

Thank you for getting in touch and welcome to our community forums.

Would you mind expanding on and clarifying what issues you seem to be facing exactly? We can then assist you further from there.

Thanks,
 



Zach - Forum Team


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roryjwalker
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Message 27 of 38
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Re: My Virgin password reset issues

It asks me for security details, which I enter. then it takes me to the next screen where I see the New password and Confirm password text boxes. After I fill them both and press change password it kinda refreshes the page and says that some information is missing as it does for the user above me.

I can then re-enter the new password and press the button again however this time no information is missing but my password also doesn't change it just takes me to the start of the change your password form.

its looping round and round there is no mere fields to enter data the password passes its strength and length test it just wont reset.

 

I've tried multiple times its an error with the form.

Thanks.

Rory

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Zach_R
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Message 28 of 38
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Re: My Virgin password reset issues

Hi @roryjwalker,

Thanks for the prompt response. I'm really sorry to hear that this is happening.

Would you mind clearing your cache and cookies and then trying again, please? Sometimes this can rectify issues like this.

Thanks,
 



Zach - Forum Team


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roryjwalker
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Message 29 of 38
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Re: My Virgin password reset issues

Hi, ive done this in new browsers, incognito mode, cookies and data cleared and still get the same problem

 

Thanks,

Rory.

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Ayisha_B
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Message 30 of 38
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Re: My Virgin password reset issues

Sorry to hear the issue is still ongoing @roryjwalker,

 

I will pop you over a PM now so we can take a closer look into this 🙂 

Ayisha_B
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