Thanks for your post and welcome to the community 🙂
Have you been able to get any help with this since posting on Monday? Apologies for the delayed response from us.
This can sometimes happen when you are viewing using the webpage rather than the app. Are you clearing your cache and cookies regularly/running anitvirus software? This can sometimes cause the app to think you're using a different device to what's already been registered, even though you aren't.
Because I used the Google Chrome browser the virgin go app registered each log in as a new device then locked me out until september. I need to reset the devices. I won't use google chrome again when accessing virgin go