Reset password not working

[Rutilus]

Hello Lee,

I'm having same issue raised by the OP here. Every time I try to log in, I get an invalid password message; but I am unable to reset my password as the system refuses to recognise my email address. I've tried resetting my password from four browsers on three different devices, and I get the same message every time I enter my email address into the reset box - "Your email or password was incorrect. Please try again or go back to change your email." I'm using the same email address where I receive bill notifications and other communications from VM, so I can't understand why it's not recognised. Any idea how to fix this problem? 

R. 

[Carley_S]

Hi @Rutilus 

Welcome to the community forums 

Sorry to hear that you're having issues accessing your online account. 

When registering for an online account, you can set this up with any email, this is not linked to the communication emails you receive for bills, account related changes or marketing for example. 

Can you confirm you have registered separately for an online account? You can also check by entering your email here whilst registering to see if the email your currently trying is already paired to an online account. 

[Rutilus]

Hi Carley,

Thanks for rapid response. There's no actual link attached to your "here" there so I can't check directly from there, but I used to be able to access my online account with this email address and at some point stopped being able to, so unless the account was delinked or disabled I can't think of a reason why I shouldn't be able to log in again. Would you able to post your originally intended link so that I can check? Thank you! 

R.

[Kath_F]

Hi R, 

Thanks for coming back to us on this one and apologies about the link. We're not sure what happened there. 

Here is the link again and just in case that has an issue to, I've also included the full URL address here: virg.in/myVM

Keep us posted on how things go so we can help further. 

Many thanks,