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Password and email not being recognised

Hello

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?

thanks. 

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Message 2 of 11
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Re: Password and email not being recognised

Hi,

 

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.

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Re: Password and email not being recognised

Thank you scorgan, turns out this is exactly what happened to me! 🤦🏽‍♀️ 

 

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Message 4 of 11
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Re: Password and email not being recognised

No problem. Out of curiosity were you able to log in once you had registered?
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Message 5 of 11
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Re: Password and email not being recognised

Yes logged in no problem 🙂

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Message 6 of 11
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Re: Password and email not being recognised

Ok that's good to hear .😁. Hopefully someone can find a solution for my logging in problems😞

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Message 7 of 11
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Re: Password and email not being recognised

Hi did you manage to log in? I'm having the same issue. When I try to register from scratch it says it doesn't recognize my number..

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Message 8 of 11
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Re: Password and email not being recognised

Hey Moni20,

 

Sorry to hear of the issues that you've been having registering on your mobile account.

 

Have you managed to gain access to your account yet? Are there any error messages shown or is it just that it doesnt recognise your number.

 

If not please let me know and we can get this looked into further.

 

Regards

Steven_L

 

 

 

 

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Message 9 of 11
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Re: Password and email not being recognised

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!! 

 

 

 

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Message 10 of 11
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Re: Password and email not being recognised

It's ok managed to get it sorted in the end via the text message service. Thanks

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