Unable to register and create the account - DEF01 issue

[MiguelLirio]

Hi, 

I tried to register on your system and I'm having issues to complete the form on the browser and mobile phone. I did try to do it since I request the installation but never works.

I receive this message:

How should I proceed to create the account?

Kind regards, 
Miguel

[Adri_G]

Hi Miguel and welcome to the community.

Sorry to see you have been affected by this registration error DEF01, this is a wider issue that has affected multiple customers unfortunately.
We are currently working into resolving this for you, could you please try the following and let us know if it works:

1. clear cache and cookies 
2. try a different browser 
3. try the MyVM app

If none of these work, visit this link here and try registering for an account, as we have recently changed the url due to the issue.
Keep us posted and feel free to get back here to ask if you need more help.

[MiguelLirio]

Hi, 

Thank you for the link.

I've been able to register but in any moment let me introduce any password so now, I have an account but I don't know how to access hahaha

Could you please help me with this?

Kind regards,

Mike

[Adri_G]

Hey Miguel,

Thanks for getting back to ay it's worked now 🙂
Do you mean you cannot access your new account using the password you created?

Could you try to follow the link ''forgot my password'' on the sign in page and see if you can reset it there?
Let me know if you need more help, I'm happy to assist. 🙂

[MiguelLirio]

No. I created the account but it any moment I had to introduce any password, so I do not know the credentials to access. I have the users which it is my email but I do not know the password.

I tried multiple times that link but I never receive any email 😞

I check the spam and all folders in my inbox.

So hard to be part of Virgin hahaha

Looking forward to hearing from you, 

Kind regards,
Mike

[MiguelLirio]

I tried again and now I see this message:

[Alex_RM]

Thanks for the updates MiguelLirio,

So I can help further I've popped you over a private message to get a few more details from you (purple envelope, top right hand corner)

Alex_Rm

[Alex_RM]

Thanks for popping your details over via private message,

Glad I was able to help 🙂

Alex_Rm