memorable word reset or recover

[jeanburton]

Hi I. am unable to contact Virgin by phone because I cannot remember my memorable word. I have found on the web site the place to do that but it tells me that I am not using correct format I have used capital, number and special feature like %. Can anyone help? Thanks Jean 

[Tom_W1]

Hi @jeanburton thanks for your post here in the Community although we're sorry to hear of the concerns you've raised here.

Please allow me to send you a PM so I can look into this further for you and get things resolved.

Kindly expect the PM to arrive shortly and respond directly when you can!
Many thanks

[jeanburton]

sorry can you tell me where to find your pm?

[Tom_W1]

Hi @jeanburton thanks for your reply - sorry you've not received this!
This should be in the envelope icon on the top right hand corner of your screen, I'll try to re-send this so please expect this shortly 😊

Many thanks

[用心棒 · Accepted solution]

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@jeanburton wrote:

Hi I. am unable to contact Virgin by phone because I cannot remember my memorable word. I have found on the web site the place to do that but it tells me that I am not using correct format I have used capital, number and special feature like %. Can anyone help? Thanks Jean 

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Memorable word of between 8-10 characters and must not contain: uppercase characters, special characters, i.e. %. An example of a  valid memorable word is shown below:

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[jeanburton]

Thankyou I thought it meant  use capital and special character