I’ve recently received a new bank card and am trying to log into my mobile account to update my payment details but it is saying my credentials aren’t recognised? Have tried going through forgotten password, email and both but no luck. Weirdly though, I have the virgin mobile app and it’s working fine, I’ve signed out and back in no bother. Any ideas?
Just a thought. I know it may sound obvious, but have you registered for an online account. I was having the same problem as I had purchased a new phone and contract from virgin and I could access the account via the virgin mobile. I registered via the web and it sent me email to verify and then said once verified you can log on. Now this is where my problem starts although I have registered I cannot log in, it doesn't say that username or password not recognised, but ub=nticks the recaptcha box. I hav epurt a post up about it, so hopefully it gets sorted in time for both of us.
I'm going round in circles.. Called the number to reset security question (which I'm sure I never set up in the first place). The automated message tells me to text my query. Texted my query and they are asking me for password and security question!!