Thank you for reaching out to us in our community and welcome, I am sorry to hear you aren't able to log into your TV Go app as being advised not the primary account, when you go into my virgin media and check under my preferences does the email you use show as the primary email address?
If this isn't the case we will have to raise a I T ticket to make the email your primary.
I don't see this option in my preferences. When I go to the my profile section my username and my contact email address are both the same and correct and is the one I'm trying to use when logging into TV go. I can't see a section for primary email address but I know I don't have any other email addresses under my virgin account.