If you have received an error message when you have attempted to login, this could be for a number of reasons. Please have a look at the options below for advice on what you can do next to resolve this:
Please try again, your username/email or password has not been recognised
This means that your login details have not been recognised. We're unable to specify what hasn't been recognised for security reasons. If you receive this repeatedly, we would recommend that you reset your password via the 'Forgotten Details'? link under the login button.
Five incorrect passwords attempts will require you to reset your password.
Looks like you may have forgotten your password. To protect your security we have locked your account. To unlock it, just reset your password here
You have attempted to login with the correct password too many times. You will need to reset your password via the 'Forgotten Details?' link on the login page.
Remote Address Blocked
Our site has recognised that you are currently showing as outside of the UK. As we are regulated by the UK Gambling Commission, you will not be able to play on Virgin Games if you are abroad.
If you're in the UK and receiving this message, please follow the below steps:
- Ensure that you are not using a Virtual Private Network (VPN) when accessing the site. If you are, please turn this off and try again.
- Reset your broadband router to completely refresh your internet connection.
- If the issue persists beyond this, please contact your internet service provider.
If you're back in the UK after being abroad and you're still unable to log into your account on your return, just contact our 24/7 Customer Support team via Live Chat in the bottom right-hand corner of your screen. We'll be happy to help you out.
Your connection was reset / Login Failed - Please try again
It appears that you are experiencing some connections issues when either logging into or playing on the site. Please ensure that you're using a stable Wi-Fi connection. If the problem continues, we would recommend that you clear your Temporary Internet Files and Cookies and trying again.
You have chosen to self-exclude access to your account date. You will not be allowed to reopen your account until this time. Once it expires, please contact Customer Support to access your account
You have chosen to apply a Self-Exclusion to your account until a specific date. It is not possible to reopen your account before the Self-Exclusion has expired. For more information, please click here.
You have taken a temporary break from Virgin Games. You will be able to login until Cool Off expiry date
You have chosen to apply a temporary Cool Off to your account. It is not possible to access your account again until this Cool Off expires. Once it has expired, you'll be able to login again as normal.
If you have received an error message that asks you to contact our Customer Support team, you can do so via the Live Chat bubble / icon in the bottom right-hand corner of the screen. They would be happy to help you.