Unable to log into my Virgin Pulse account.

When talking about login, it seems pretty straightforward; you have a key with a lock and most of the time it goes smooth. But despite that, on certain days, safety and mechanical barriers conduct a plan to stand in your way.

With this login assistant, you can collect information on how to avoid and resolve technical obstacles that could seem a lot like a virtual headache. Let us diagnose the cause for you and proceed with solving it directly.

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In this error-directory, you can find a list of issues that you may encounter, and ways to fix them:

Error (or blank) page ~"We had an issue processing the request. Please try again."

We strongly, and always, recommend using the Google Chrome browser for the most stable use.

In case you are using Internet Explorer (IE) or Edge, try switching to Chrome.

If you switched to Chrome and you are still seeing the same error screen, use instructions on how to clear the browser's cache and cookies by following this 🢩 GUIDE.

Wrong Virgin Pulse link (url) path. | I lost login page bookmark on my browser.

In case you have recently enrolled or perhaps had a longer period of inactivity,
you can use ➺ app.member.virginpulse.com to directly access the login page and
enter your credentials.

Wrong email associated to the account.

A great number of users are using their work emails, but sometimes due to email change or some atypical arrangement, your account's associated email can be a private one too. 
If you do not recall making any changes, you should try the one used upon your enrollment.

Your registered email will always be your username.

Can I use a different username or change it to desired one?

Your Virgin Pulse account username will always be your full email that was set during enrollment or changed later on with the help of our phone agents.
No custom usernames are available. If email gets changed, username will adjust to new address too.
Email domain cannot be excluded from entry ⥨ (i.e. my.username ✘ [e-mail] ✓)

Account locked (due wrong date of birth, security question or password attempts)

Assuming that your account got locked due to multiple wrong password attempts or verification field entries, please rest assured that we will be more than glad to unlock your account if you reach out to our Member Services. With one or two confirmations over one of our support channels, we could unlock it and further assist to the point of your successful account access.

Your password expires in XX days. | Your password expired and needs to be changed.

Considering we truly value the trust that is given to us, with all of your healthy effort and commitments, your account has a timely engagement on password change for carefree participation.

Your password needs to be changed every one or two months, depending on prearrangement that your company set to keep you (and your data) safe.
In case you want to stick to a similar combination, the option is not to go far from your current password and make sure it differs by (at least) one character from previously used passwords, in order for the change to be successful.

I want to reset my password. | Requested, but not receiving password reset email.

If you are looking for instructions on how to reset your password, you can find it
in this simple ➭ GUIDE.

In case you have requested a reset, but not received an email with the link, please go over a few things:

• Refresh (or restart) email entirely
• Check email's Junk and Spam folders
• Try to look for an email titled Reset Password via search bar
• Make sure your inbox storage is not full
• On email settings (or with help from your IT dept.), check if there are any restrictions on sender's list for [e-mail] 
• If you requested several resets and they came in bulk, use the last email that was received

After checking all of this, if you still cannot find the email, please reach out to our Member Services via available channels listed here.

Every time I enter a new password in the reset field, I receive an error.

There are two main requirements for every password change:

• Your password needs to differ (from all previous ones) at least in one character (numb./symb./lett.).
• Keep in mind that only these symbols can be used upon password setup: ! # $ % ( ) * @ -_+
• Again, if you made several requests, make sure to use the last reset or code email that was received.

Not receiving security code. | Can I turn off these code verifications?

Your account prioritizes phone verification over email if possible, so if you ever registered your cellphone number on Virgin Pulse account, requested security code (MFA) will be delivered to your mobile via SMS.
If you do not have an account number registered, requested security code (MFA) will be delivered on your account's email address.
MFA codes cannot be deactivated or avoided, they are a vital part of your account's protection.

Once username is entered, I get redirected to company's login page.

Every now and then, companies decide to use SSO (Single Sign-On) system for safe employee login and work use. It is primarily tied to your company's main server (or website/intranet) and has a much higher level of protection than standard login.
In case you are using SSO on your regular work-days, expected process would be that the same SSO will be used on your Virgin Pulse account.
If you are uncertain about your company's protection system, you can always check with our agents at Member Services. If they determine your company uses SSO, your next point of contact will be the IT department at your office location.

App instantly closes after opening and keeps to block my login attempts.

Proceed to uninstall Virgin Pulse app completely from settings and restart your phone. Rest assured, your data is safe on our server and will not be deleted when you delete the app.

Once the phone gets back up, open up [Play/App] Store directly and search for Virgin Pulse
mobile app to download it. Direct download will initialize with finalized updated version, ready to use after installation.
~ Click to acquire uninstallation assistance for Android and/or iOS system.

I get logged out frequently without my action. | Need to change my password each time I login.

VPN (Virtual Private Network) is mostly used in technical industry and companies that need to use the best possible protection of data transmission to handle more complex surveillance. In this case, VPN protection could easily be the reason why your Virgin Pulse account behaves odd or random every now and then.
If your office computer uses VPN, it will be visible in one of the icons located on (∧) taskbar controls in the bottom-right corner of your desktop. Still, if you are not interested in making any changes on your work computer, your IT department will resolve this technical matter by installing an exception
for Virgin Pulse platform or make your VPN less forced. 

In case you are still not able to log in after going through listed errors,  we strongly advise that you reach out to our Member Services, so we can try it together. All of our support channels information is gathered here - the Ways to Contact Us section.