Virgin mobile password issues

[Vonnylee]

Hello, I am trying to log into my virgin mobile account…I had forgotten my password, so followed the procedure for a new one…it all works fine, but it won’t allow me to create another password..I even tried to get my iPad to create a strong password, but it won’t recognise that either!

please help..thanks

[Hayley_S]

Hello @Vonnylee, 

Welcome back, thanks for posting.

I am sorry to see that you are having issues with your Mobile login.

Can you please tell me if it was working previously?

Many thanks,

[Vonnylee]

Hi, thanks for the reply…I haven’t logged in for ages because I believe I was having issues previously…

[Molly_T]

Hi @Vonnylee, 

Thank you for getting back to us! 

If you can please try to log in, and then post a screenshots of any error messages you get here (please remove any sensitive account information)- this will be incredibly helpful to identify the issue. 

All the best 

[Vonnylee]

Hi, I have tried again to log in on my iPad. When I get the link it asks you to answer a security question…but doesn’t tell you the question…

So I then use the secure link to try to change the password..which comes through ok..then it won’t let me pick a password..whatever I pick…In the pic, I have used an auto created strong password…I can’t get passed this stage, so can’t access my account.

Hope you can help…

[BenMcr]

The auto generated password is too long and contains special characters.

What happens when you create a password that follows all the rules in the second password screenshot?

[Paul_DN]

Hi Vonnylee,

Thank you for reaching out, please can you try on another device and select and change the password manually and not with a password generator.

Regards

Paul.