topic Incompatible account in Member Benefits and My Account

Incompatible account

ClemFandango — Sat, 29 Jul 2023 15:01:27 GMT

Hello, I’m trying to add another line. Keep getting this message. Don’t really want to call. Do not wish to visit store.
Any idea why this is happening?

Incompatible account

Sorry, we're unable to add a new device online. Error code: 011

Re: Incompatible account

VirginPlusKris — Mon, 31 Jul 2023 11:30:20 GMT

Hi there, @ClemFandango. Welcome to the Virgin Plus Community.

Please bear in mind that as the Community is a peer-to-peer support channel, we would not be able to comment as to specific circumstances surrounding your account.

With that said, in most cases when a member is unable to add a new line independently online, it means an additional activation needs to be subject to further validation. This can include but isn't limited to a security deposit, additional validation for fraud prevention purposes, etc.

As such, you will need to call in or visit in-store.

You can check out our Contact Us page for contact info, and our Find A Store page to find the closest retail location to you to assist.

Re: Incompatible account

ClemFandango — Mon, 31 Jul 2023 16:30:02 GMT

Ok. Makes sense. Thank you.