I'm having issues logging into my Virgin Mobile account
Last updated: June 7, 2018
Problems with logging in are often associated with using an incorrect email address or password. Passwords are case-sensitive so you'll have to enter your password in exactly the same way as when you first registered it, which may include a mixture of upper and lower case characters. If you are prompted for your email address and password when attempting to access Your Account, re-enter your information in both fields and then try again (make sure your caps lock is set correctly!).
If you've forgotten your details, we’ll help you track them down. Click one of the links below and follow the instructions.
Resetting your online password
When resetting your password you’ll be asked to enter your registered email address and mobile number.
We’ll then send you an 8 digit code via a text message to your mobile.
Enter this code into the required field online.
You do not need to include the full stop at the end of the code.
We’ll ask you to enter the answer to your security question, if you have one, otherwise just enter your customer centre password. You’ll now be able to reset your password.
I haven't received my new password text message
Haven’t received our text? This could be because:
- You have mobile broadband, but not a mobile phone with us
- You’re abroad and you may not be set up to use your phone while you’re away
- Your Account online is registered in your name but someone else uses the mobile
- Your mobile phone is in for a repair
- Or, it could simply just be that the message hasn’t been delivered. We’re sorry about that
Your new password text message should arrive quickly, but if you’ve been waiting a while, click here to request another one.
Still not received it?
If you’re outside the UK, but haven’t got around to activating your phone to use abroad, then you won’t be able to receive text messages. Sadly, you’ll have to sort things out when you get home. If your phone has been activated to use abroad but you’re having problems using check our Troubleshooting help in our While You're Away help.
If Your Account is registered to you, but the mobile phone is used by someone else, then you’ll need to give us a call on 789 from your Virgin mobile phone, or 0345 6000 789 ° from any other phone. We can reset the account so you can create a new password. However, this can take up to 5 working days.
If your mobile is in for repair, then pop your SIM card into another mobile phone, if you have one and you can pick up our message (and your new password) that way. Alternatively you can give us a call and we can reset the account so you can create a new one. However, this can take up to 5 working days.
If you need any more help with Your Account these articles will help you.
°Please note standard charges apply, please check with your network operator for rates