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locked out of mobile account

tried to log on to my mobile account on my pc but i just get this message:-

We’re sorry that you are unable to log in to Your Account at the moment.

If you have recently ordered a new Virgin Mobile phone or SIM and were super eager to get going, it might be that we are still verifying your details. This should be resolved soon, so please try again shortly.

However, if the issue persists or you’ve been registered for a while, please give us a call on 0345 6000 789* for more information.

*Please note standard charges apply. Please check with your network operator for rates.

tried phoning but lines all ways busy

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Re: locked out of mobile account

Hello Dave-60

 

Sorry to hear of the issues accessing your Virgin Mobile online account but we appreciate you raising this via the forums.

 

Can you confirm if you're trying to access this via the app or on desktop? How long have you been experiencing this issue and have you previously been able to access your online account?

 

Have you made any changes to your account recently?

 

Rob

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Re: locked out of mobile account

Hi, I have had this account for sometime without any problems. Tried to log in on my laptop monday 18th may and received the message quoted on my first message. many thanks Dave.

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Re: locked out of mobile account

Thanks for getting back to me Dave, do you have the Virgin Mobile app installed and set up? 

 

Are you able to access that at all or do you get the same error message?

 

Rob

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Re: locked out of mobile account

got the app on my iphone. that seems to work ok.

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Re: locked out of mobile account

still locked out on laptop

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Re: locked out of mobile account

Hi Dave-60,

 

Can you please try deleting your cache and cookies on the browser you're currently using to access the site? 

 

I'd also recommend trying other browsers too if you are still experiencing this problem.

 

Please let me know if that helps.

 

Kind regards,

 

Beth

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Re: locked out of mobile account

i have cleared cache and cookies on my laptop. i am using microsoft edge

tried on ipad using safari but have same problem as before  

tried forgotten password on both and get directed to same screen.

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