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grannanp
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Can not reset my account password

For several days I have been unable to access my account.  I have tried all the forgotten password links.  Keyed in all my account and billing information. But something is wrong because it doesn't recognise me and loops back to asking me to rekey the information.  Tried calling and going through the automated call system [150] but in the end that sends a text to a web page that clicking fix issue does nothing!! Really frustrating.  My current deal is about to expire and at the moment I feel like trying another provider if I can not resolve this!  

Sorry .. extremely frustrated after wasting hours.

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David_Bn
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Re: Can not reset my account password

Thanks for you post grannanp

 

Sorry to hear you've been having issues accessing your self-care account

 

Can you please try and alternative browser and also try clearing cache on the browser that you've been using so far to see if this will allow you to push through the login request?

 

Kindest regards,

 

David_Bn

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grannanp
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Re: Can not reset my account password

 

Hi!

 

Have tried another laptop and also from my phone.

Patrick

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David_Bn
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Re: Can not reset my account password

Thanks for confirming Patrick

 

It would seem that this is something we will need to access your account to resolved.

 

Check out the purple envelope in the top right hand corner of the screen for a PM from me 

 

Kindest regards,

 

David_Bn

kloopk
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Re: Can not reset my account password

I have exactly the same issue a password reset cycle. in the past have to keep going in to support chats to get the password reset, i think my issue is Im still on the ntworld email as the account is that old. and chance of the same help? annoyingly Im trying to get a referral code to give to my son who is about to get a VM account and hit this brick wall.

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Paul_DN
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Re: Can not reset my account password

Hi kloopk

,

Thank you for reaching out to us in our community and a warm welcome to you, I am sorry to hear you are having issues accessing your online account and resetting the password .

 

So I can help further I will send you an invite into a private chat, please click on the purple envelope to accept.

 

 

Regards

 

Paul.

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kevin1978
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Re: Can not reset my account password

Hi

 

I have exactly the same problem and am stuck in a password reset cycle

I have tried to reset from both my laptop and phone

I am using my work email address as a username so am not sure whether this creates an issue?

Can someone contact me to resolve the issue

 

Thanks

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Martin_N
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Re: Can not reset my account password

Hi kevin1978,

 

Thank you for your post and welcome to the community. 

 

I'm very sorry to hear about the issue resetting your password. 

 

I will private message you so we can assist with this. 

 

^Martin

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