topic Re: All day trying to reset password in Member Benefits and My Account

All day trying to reset password

Pounce — Wed, 08 Mar 2023 03:39:10 GMT

Password allows me to log in to my account on the website. Same password does not allow me to log in on the app. Have spent all day trying to reset it, but the reset link emails never show up. Reset once with online chat, but still cannot log in via the app. Posted on Twitter, and was asked to send DM with details. I did so, and 24 hours later I have no reply. Any suggestions?

Re: All day trying to reset password

Melephant — Thu, 09 Mar 2023 12:19:24 GMT

Yup, this is happening to me too. I can login on the website using my password, but not the app. I think it's one of their many bugs they've had over the year. Some bug on the app, I'm sure. So resetting the password will do nothing for that, as your password is actually correct on the website.

Re: All day trying to reset password

VirginPlusAntonie — Thu, 09 Mar 2023 19:59:19 GMT

Hey there @Pounce and @Melephant,

Welcome to the Community and thanks for your posts.

If you're able to update your password on the website version of My Account, it could be a small issue with the app. One thing to make sure is once you've updated your password, if you simply close the page without clicking Log Out first, your new password may not save properly. We also always suggest checking to make sure your app is updated to it's latest version. If after completing the mentioned tricks, you're still experiencing the issue, try clearing the apps cache and try again.

Check out the support page My Account Login Support for more details on VirginPlus.ca.

Let the Community know if you still need help after completing the troubleshooting above.

Re: All day trying to reset password

Pounce — Thu, 09 Mar 2023 20:29:15 GMT

Thanks for the advice. Password now ok on website. Able to log out and log back in there. App still not working. Have clear app cache, cleared storage, uninstalled and reinstalled. Still unable to log in on the app.

Re: All day trying to reset password

VirginPlusAntonie — Fri, 10 Mar 2023 18:39:38 GMT

Thanks for the details @Pounce,

We wanted to check a few more thing with you;

Can you try accessing www.virginplus.ca via your mobile browser and attempt to access your My Account to see if your username and password are recognized?
Is your mobile data turned on in the phone settings?
If connected to Wi-Fi when the error occurs, does it occur when you turn it off and try again, or vice versa?
If you're using a VPN on your phone, it will affect your capability to log in to the app.

Looking forward to hearing back from you.

Re: All day trying to reset password

Pounce — Fri, 10 Mar 2023 19:32:00 GMT

Have been able to log in on mobile browser on same phone. Today, was somehow able to access the app after turning Wifi off and using LTE instead. Not using VPN.