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Re: 'We couldn't find your details'

Joining in

I’m having the exact same problem. My number ported over today and the virgin text message says all done. I phoned customer services, who advised me to change my password. This hasn’t solved the stupid app problem. How long did it take for you to be able to log in with email via the app? Also, did you have to do anything else to get the problem fixed?


Forum Team
Forum Team

Hello EGoldy,

Thanks for your first post and welcome to our Community.
Sorry to hear you are having an issue accessing the online account. 
I'd like to take a look into this for you.
If you don't mind, I will need to send you a private message to pass security. 
If you can check your envelope at the  top right of your screen that would be great.