Updating phone number if I forget my password

KET
Contributor II

‎05-12-2023 07:09 PM

I’m trying to change the number I have on file in case I forget my password. I’m typing my phone number in and it says it’s not a valid Canadian or USA phone number. Why? It’s literally a 905 number so it IS valid!

Help?!?!

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6 REPLIES 6

VirginPlusKris
Moderator

‎05-15-2023 07:35 AM

Hi there, @KET. Welcome to the Community.

For the Community to be better able to assist, could you clarify as to the issue? 

  • Are you trying to complete a number change?
  • Is it the number in your My Account communication preferences?
  • Is it your phone number with a third party app or service?
  • Is the number you're trying to put in currently active? Is it with Virgin Plus, or with another provider?

Looking forward to hearing back from you.

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KET
Contributor II
In response to VirginPlusKris

‎05-19-2023 04:47 PM

I’m trying to update my password recovery settings, and adding my cellphone number.

it’s a Fido phone number and currently active. I had my previous phone number still saved to it but when I tried to update it it kept saying it was not a valid US or Canadian phone number. Not sure how…because I live in Ontario and have a 905 number 

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KET
Contributor II
In response to KET

‎05-19-2023 04:49 PM

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VirginPlusKris
Moderator
In response to KET

‎05-20-2023 07:21 AM

Thank you for the details, @KET.

Are you entering the full 905 number and still getting the invalid number message? Some websites will tell you a number or email is invalid until you enter the full number or address; this may be a similar situation.

Otherwise, do you have any other numbers you can test just to see? A family member or friend's, for example.

Looking forward to hearing back from you.

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KET
Contributor II
In response to VirginPlusKris

‎05-20-2023 08:12 AM

Yes I’m filling out the full number, I just blocked out the full number for privacy purposes. I just tried a bunch of different phone numbers. Seems that 289 numbers, and 519 numbers work, but any 905 numbers I tried did not work. And yes, the numbers I tried were friends and family numbers that are active 🙂 😕

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VirginPlusKris
Moderator
In response to KET

‎05-23-2023 08:30 AM

Thanks for the info, @KET.

Just to check as well if you were still having issues, have you tried updating the phone number when logged on in a web browser instead of the My Account app?

Let us know.

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