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Password link problem for second mobile account

FIXED
miker66
Hooked
Posts: 5
Thanks: 1
Registered: 2 weeks ago

Password link problem for second mobile account

Hi

I've just had a second sim activated for a second account. I wasn't able to set up my second account online as it took me to my first account's login page. Therefore I contacted an Advisor on chat today who first directed me to my previous email whereby I might find my account number to use as my username, and where I needed to click on the 'GET MY PASSWORD' bit to get a new password for this second account. He also sent me a new email with a password reminder link.

However when I click on either of these it just takes me to a blank 'Google' page.

Anybody know how I can get access to my second account?

 

Thanks

 

Mike

9 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 643
Thanks: 112
Fixes: 26
Registered: 25-11-2016

Re: Password link problem for second mobile account

Hi Mike,

Thanks for getting in touch with us, it's much appreciated. 

If you send me a Private Message, providing you're the account the holder, I can pass security and send you a password reset link for that specific account or alternatively, if you click on the 'Forgotten My Password' link on the 'My Account' login page, you'll be able to set one up there. 

Hope this helps! 

- Rebeka Smiley

 Rebeka Preston
 Plusnet Help Team
miker66
Hooked
Posts: 5
Thanks: 1
Registered: 2 weeks ago

Re: Password link problem for second mobile account

Hi Rebeka

 

Thank you for your response. If I do the second option when it asks for my username what would I use for that?

best wishes

 

Mike

Plusnet Help Team
Plusnet Help Team
Posts: 643
Thanks: 112
Fixes: 26
Registered: 25-11-2016

Re: Password link problem for second mobile account

You can try the mobile number of the account you wish to log into, or the account number itself.

Both should work.

- Rebeka Smiley

 Rebeka Preston
 Plusnet Help Team
miker66
Hooked
Posts: 5
Thanks: 1
Registered: 2 weeks ago

Re: Password link problem for second mobile account

I've just tried the 'username number' that was sent in the original email and clicked on 'Forgotten my password' and it says 'Sorry, your username and email details don’t match with what we’ve got. Please try again.'

Plusnet Help Team
Plusnet Help Team
Posts: 643
Thanks: 112
Fixes: 26
Registered: 25-11-2016

Re: Password link problem for second mobile account

If you have more than one account, they'll each have their own account number.

You can click on the 'Forgotten Username' link to ensure that the account number matches that mobile number. 

- Rebeka 

 Rebeka Preston
 Plusnet Help Team
miker66
Hooked
Posts: 5
Thanks: 1
Registered: 2 weeks ago

Re: Password link problem for second mobile account

I just used the account number in the username bit and did forgotten password and it said it had sent me a new password link via email. However it seems to be taking a while to come through via email. I can wait a bit longer if you think this can sometimes happen.

 

miker66
Hooked
Posts: 5
Thanks: 1
Registered: 2 weeks ago

Re: Password link problem for second mobile account

Rebeka, I'm in my account!

 

Many thanks for your help, really appreciate it.

 

Mike

Plusnet Help Team
Plusnet Help Team
Posts: 643
Thanks: 112
Fixes: 26
Registered: 25-11-2016

Re: Password link problem for second mobile account

It can take a few minutes to come through. 

I would also suggest checking your spam/junk folders.

- Rebeka 

 Rebeka Preston
 Plusnet Help Team
Plusnet Help Team
Plusnet Help Team
Posts: 643
Thanks: 112
Fixes: 26
Registered: 25-11-2016

Re: Password link problem for second mobile account

Fix

That's great news Mike!

You're welcome, glad I could help.

If you ever need anything else, don't hesitate to drop us a message and we'll do our best. 

- Rebeka Smiley

 Rebeka Preston
 Plusnet Help Team