Cannot reset password

[ChloeS123]

I am unable to reset my password as all combinations keeping stating “invalid”. 

Has anyone has this issue and how was it resolved?

[Robert_P]

Hello ChloeS123

Sorry to hear of the problems updating your password, we can appreciate the frustration this has caused and you taking the time to raise this via the forums! Welcome to the community.

Which service is the password for? Is it for your online account or Email? Have you tried the forgotten password link?

Rob

[ChloeS123]

Hi Rob, 

Thank you! 

I was trying to gain access to my account. Since being with VM I have never accessed it so tried to reset through the forgotten password link but every password attempt, which meet the requirements, is invalid. 

I have tried to reset via Safari, Chrome and on a laptop using Chrome and Explorer but I am not having any luck! 

Chloe

[Robert_P]

So this is for your online account ChloeS123? The requirements are as follows:

 Must start with a letter.
 Be between 8-10 characters.
 Contain at least one uppercase and one lowercase letter.
 Contain at least one number.
 No special characters.

Rob

[ChloeS123]

Hi Rob,

Yes, for the online account. 

I have tried again to reset the password using the requirements below and it is still not working. Please can you advise? 

Chloe

[Gareth_L]

Hello ChloeS123

Would you like me to take a look and reset the password for you?

If you don't mind, I will need to send you a private message to pass security. 
If you can check the purple envelope top right of your screen that would be great. 
Regards     
Gareth_L