Can’t log in too app on new account

[Ukoutlaw]

I’ve moved house so have a new account number and can’t add the new account on the media app  but my old account is still active on the media app and want to turn the web safe off at the new address 

is this possible without going into the app 

[Akua_A]

Hi @Ukoutlaw.

Welcome to our community forums and thank you for your first post.

Sorry to hear you are having issues updating your app with your new account. We want to best help. 

In regards to the app have you tried completely logging out of the account, deleting it and reinstalling it. Then logging into your new account to see if it works? 

You can also access your web safe settings in your my VM account online. You can find out more here  https://www.virginmedia.com/help/how-to-use-websafe . 

Please get back to me when you can and let me know if this helped.

Thanks,

[Ukoutlaw]

Hi

thanks for the reply 

it says my details are wrong 

is there another way 

[Akua_A]

Sorry to hear this @Ukoutlaw.

Just to confirm, are you logging in using your old account details or your new account details? If new, have you tried changing your account password as seen here https://www.virginmedia.com/help/virgin-media-mail-how-to-change-email-username-or-password to see if the issue persists?

Thanks,