topic Re: Cannot log in to mobile app in Member Benefits and My Account

My Account Login

Ben — Fri, 01 Mar 2024 13:15:07 GMT

Everytime I attempt to Login the account says it’s locked out cause of multiple attempts even if it’s my first attempt. Every time I log in I have to create a new password. Any suggestions on how to fix this.

Re: My Account Login

VirginPlusAntonie — Tue, 09 Dec 2025 13:26:47 GMT

Hey there @Ben,

Welcome to the Community and thanks for your post.

This has happened to me in the past and it was caused by a corrupted entry in the browsers history. To resolve this hiccup you will need to firstly log out of all your My Account profiles (Mobile and browsers) and clear your cookies and cache, once that is done access your My Account Account Recovery here , when you saved your new password (This next step is important) it is very important to hit Log Out before you close the window in order for your new password to register.

Try that out and keep us posted.

Can log into the account on line but unable via the app

Doesthiswork — Mon, 27 Nov 2023 13:58:28 GMT

Can log into the account on line but via the app. Said invalid any ideas?

Cannot log in to mobile app

Temporary — Thu, 21 Dec 2023 00:07:24 GMT

Hello,

Whenever I try to login into the Virgin plus mobile app, I get a technical issue pop up. I’ve been attempting for a week. Weird thing is that I am able to log in to the desktop website but I cannot in the app. I’ve tried deleting and redownloading it and that didn’t work either. I’ve made sure the login details are inserted correctly too, but nothing works.

I would brush it off but I need to use the virtual repair tool to see why the wifi signal strength is so low before attempting to book a technician 😞

Re: Cannot log in to mobile app

RedRose — Thu, 21 Dec 2023 02:25:24 GMT

Hi @Temporary

maybe your device is not compatibility model with app,

try to delete/uninstall App and rebooting phone. and reinstall the App.

check your device software iOS version update up to date.

to access virtual repair tool click Here

try to do some troubleshooting,, login to your modem and go to MANAGE MY WI-FI
> Advanced settings > and go to change the Channel and Channel bandwidth: to put it all for Auto and press Save.

and log out and Unplug the power from the modem. Wait 3 minutes and plug on. and test it.

Virgin Plus My Acount is not open

20240110 — Wed, 10 Jan 2024 15:32:43 GMT

I am keep trying again & again, long time to open Virgin Plus My Account to check my Bill & Usage, it's not open. Already talked to an agent about this but still same problem.

My Account Login

Bokii — Wed, 10 Apr 2024 13:23:18 GMT

What's the problem with the app, i can log in into the browser but whenever i log in into the app it says that wrong password or username.

My Account Login

Embee — Mon, 29 Sep 2025 13:53:14 GMT

I got a new phone some months ago and have never been able to log in to the Virgin account app. I have to use the browser to look at my account and pay bills. One of the troubleshooting suggestions is to uninstall the app and reinstall. I can't do that, the app came with the phone and there is no uninstall option. What could the issue be?

Re: My Account Login

chacha1 — Fri, 23 Oct 2026 05:03:18 GMT

Every month for the past 3, 4 5 years I have log in issues and have to change password. I save the password and I have e facial recognition but nope same thing every month. I don’t get it

Re: My Account Login

VirginPlusAntonie — Fri, 23 Oct 2026 17:10:28 GMT

Hey there @chacha1 ,

Welcome to the community and thanks for your post.

We invite you to test out the accepted solution above and see if that resolved your concern. If that doesn't work, another trick would be to delete your My Account profile and create a fresh new one.

Give that a try and keep the community updated with the results.