Virgin Mobile

Account Locked

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Whiz Kid

Account Locked

I am trying to access my account to update my payment information before it expires. However yesterday when I tried to log in I temporarily locked my account. Today I reset my PIN to make sure it was correct only to get the same error message. Is a temporary lock supposed to last that long? And is each failed attempt resetting the time? I have a 6 digit PIN but do not know why it isnt working

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Agent

Re: Account Locked

Hello mizouse. Each failed attempt resets the time depending on how many unsuccessful attempts were made, the amount of time changes:

  • 3 failed attempts = Lockout for 1 hour
  • 5 failed attempts = Lockout for 1 hour from the last failed attempt
  • 7 failed attempts = 24 hour lockout

The account lock can not be removed manually.

View solution in original post

2 REPLIES 2
Agent

Re: Account Locked

Hello mizouse. Each failed attempt resets the time depending on how many unsuccessful attempts were made, the amount of time changes:

  • 3 failed attempts = Lockout for 1 hour
  • 5 failed attempts = Lockout for 1 hour from the last failed attempt
  • 7 failed attempts = 24 hour lockout

The account lock can not be removed manually.

View solution in original post

Whiz Kid

Re: Account Locked

Thank you. I will wait the full 24 hours just to be sure before trying again. Hopefully that works