If you've had problems trying to reset your password, the first thing to check is that you're using the correct email address. In order to receive the password reset email, you have to enter the email address which is registered to your account. Using any other email address will mean that the forgotten password form will not be delivered.

If you're sure that the email address which you are using is correct, it could then be worth checking your junk / spam folder. Sometimes our emails can be delivered there if we're not on your safe senders list. Have a quick check in those folders, or search all of your emails for "Virgin Games" and they should appear regardless of which folder they are in.

If you still haven't received the reset email after 10 minutes then there's no harm in requesting this again to see if it arrives. It may work 2nd time around as there could have been a simple communication error.

It's also worth bearing in mind that when you request a link to reset your password, the link will expire after 30 minutes. If you click the link more than 30 minutes after you received the email you won't be able to reset your password and you'll need to request a new form from the forgotten details page.