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Generating app password

Just joined

Due to hacking I have had to change passwords. Now I cammot generate app password without changing my email sign in but every time I try the new sign in is rejected with a comment to verify email address first. How?



Forum Team
Forum Team

Hi ianporter,

Thank you for reaching out to us in our community and welcome, sorry to hear you have been hacked and are now facing issues setting an App password.

So we can make sure we are getting you the best help/ support, please can you expand a little on what App you are facing issues with, what you are trying to do at the time and what error you are getting?



Tuning in

Sorry this isn't a solution - I have same problem. I wasn't hacked, but yesterday for unknown reason my ntlworld email was blocked. I followed instructions and changed my virginmedia contact email and password, moved onto  next step to generated new virginmedia app password, and got message that "We couldn't verify your identity -  Failed to create user in Ping one" to which I can only click Okay.

Also when I ring 150, no option relates to email, and no option to speak to a person.


Hi clareet2021, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums.

We're sorry to hear you're having an issue with generating an app password. This is something we can certainly check for you but in order to do that I will need to confirm some information with you to pass security. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊


Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs

Hi clareet2021, 

Thanks for taking the time to stick with me via via message. 

We're glad we were able to get everything resolved for you. If you have any further issues, you know where we are. 

Take care,

Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


I'm experiencing a similar problem. Two of my email addresses have bizarrely, suddenly stopped accepting their app passwords in Outlook. I followed the procedures to try and reset these, but after clicking on the 'Generate new App password' in the 'Mailbox App password management' section, I'm presented with a new page asking me to verify my identity in order to change my email address. This doesn't seem right!?
Screenshot 2023-11-20 at 23.07.43.png

Hi HopX

We have made some changes to our email system to improve security. As part of this, we are asking customers to provide a non-virgin email address to verify themselves through. If you have already done this however, you shouldn't need to provide a different email address.

Can you please let us know if you have previously given a non-virgin email address through this process?


Dialled in

I’ve had exactly the same issue and ended up calling tech support. May I ask if you received an email stating that someone had hacked your device? Just wondering if VM have had a data breach. 

Hey Sibbo, thank you for reaching out and I am sorry to hear about this.

I can confirm we've not a data breach and your data is 100% safe and secure.

Just to confirm did the team resolve this for you? ^MM 

Matt - Forum Team

New around here?

The issue was resolved.