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Password reset not working

I'm trying to reset my password for my mobile account. I am using the correct protocol, including the correct number of letters. But every time I get an error message saying I must use 8 - 10 characters, which I am. is there a problem with the Virgin website today?

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Re: Password reset not working

Morning @EllenaL

 

Welcome to our Comminuty and thanks so much for your first post - I am sorry to understand that you're having issues with your online account password. We have had no issues reported with our site at the time of writing. 

 

Are you doing this via the app on a mobile device or online via the webpage? 

 

Cheers

Katie - Forum Team


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Re: Password reset not working

I'm trying through the website

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Re: Password reset not working

Thanks for popping back @EllenaL

 

For the mobile online account you need to follow the following parameters:

 

  • 8-10 characters
  • No special characters
  • Must start with a letter
  • Must include 1 number
  • No two characters the same in order (i.e aa or 11)

Let me know how you get on

 

Cheers

Katie - Forum Team


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Re: Password reset not working

Thanks for trying to help, but I am well aware of the parameters required. That’s exactly my point. I follow the instructions and it doesn’t work. 

 

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Re: Password reset not working

Thanks for popping back @EllenaL

 

Some of the parameters are not listed when you are trying to reset the password so I have outlined them above for you so you can check and confirm what you are doing. I'm afraid, we're not able to reset the password for you for your online account. 

 

If you are still having issues after checking the process above, would you be happy for us to access on your behalf once security has been passed? 

 

Cheers

Katie - Forum Team


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