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What do I do if I’ve forgotten my email and password for Your Account?

If you’ve forgotten the email address or password for Your Account, it’s quick and easy to get them reset online. Then you can sign in and check out your mobile account in no time!

 

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I've forgotten my login email

 

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   I’ve forgotten my login email

 

To get a reminder of the email address you use to sign in, you’ll need:

  • Your Virgin Mobile number
  • Your last name
  • Your postcode

Once you’ve got these, just click on the link below to get a reminder.

 

 

 

 

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I’ve forgotten my password

 

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   I’ve forgotten my password

 

To reset your password, you’ll need:

  • The email address you use to sign in
  • Your Virgin Mobile number

Once you’ve got these, just click on the link below to get started. Resetting your password involves us sending you an 8-digit code via text and once you’ve been asked to enter it, we’ll ask you to answer your security question too. After that you’ll be able to choose a brand new password.

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I've forgotten my login email address and password

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   I've forgotten my login email address and password

Don't worry if you've forgotten both, you can reset both your login email address and password, you'll need:

  • Your Virgin Mobile number
  • Your last name
  • Your postcode

Once you’ve got these, just click on the link below and follow the steps to reset.

 

 

 

Tried resetting your password but still haven’t had a text?

If you’ve got your Virgin Mobile phone with you, you’re in the UK or are abroad with roaming set up, and you’ve waited a while for the text, please try resetting you password again by clicking the link above.

Remember…

  • If you’re outside the UK and haven’t set your mobile up to use abroad, the text won’t come through to you. If you have set it up to use abroad, but are having problems using your phone, check out the tips below. Help while you’re abroad
  • If Your Account is registered to you, but the mobile phone is used by someone else and they’re not with you, then you’ll need to give us a call on 0345 6000 789 º from another phone. We can help reset your account so you can set up a new password, but it could take up to 5 working days to process this.
  • If your mobile is in for repair, but you still have you SIM card and access to another mobile phone, you can pop the SIM into that phone to get to the text message. If you can’t do this, you can give us a call on 0345 6000 789 º from another phone, where we can help reset your account so you can set up a new password. Again, it could take up to 5 working days to process this.
  • Your Account is for Virgin Mobile customers, so if you’ve got Mobile Broadband with us, you won’t be eligible for an account.

Help while you’re abroad

  • If Your Account is registered to you, but the mobile phone is used by someone else and they’re not with you, then you’ll need to give us a call on 0345 6000 789 º from another phone. We can help reset your account so you can set up a new password, but it could take up to 5 working days to process this.
  • If your mobile is in for repair, but you still have you SIM card and access to another mobile phone, you can pop the SIM into that phone to get to the text message. If you can’t do this, you can give us a call on 0345 6000 789 º from another phone, where we can help reset your account so you can set up a new password. Again, it could take up to 5 working days to process this.
  • Your Account is for Virgin Mobile customers, so if you’ve got Mobile Broadband with us, you won’t be eligible for an account.

ºPlease note standard charges apply, please check with your network operator for rates

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