Unable to log into Virgin Go app

[malta1970]

Hello I have been trying to log into my Virgin go for the past 4 weeks. I get an error message saying password or username is incorrect. When I go to register it says my email is already registered. I have done the following 

1 uninstall and reinstalled the app

2 tried to reset password on the app and on the media app

3 tried to log in on different browsers and get the same error message. 

would like some advice on what to do next so I can enjoy the Virgin benefits 

[Gareth_L]

Hi malta1970,

I am happy to take a look at this for you.

As you have done as much as we would ask you to do. It needs looking at in a bit more detail.

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