Parental e-mail address problem via

Hi there, I spoke to an online support member last night to try and rectify my problem but had no luck.

Basically when I try to go on My Account > Billing Contact Information > then enter code sent to my phone, it asks me for my parental login. I enter the correct e-mail address and password, but no matter  how many times I try, it just refreshes the parental login page and I cannot get any further.

I have tried changing the password on the parental e-mail address, and using a different web browser but nothing is working and I cannot get to the information I need.

Any help is appreciated.




Question Info

Last updated July 5, 2018 Views 2 Applies to:

Hey there, probably the best thing to do know is actually phone the Billing department. You choose Option 1 after finding your country's support line: See ...

You can get them to call you by going to - sign in there if you can - then go to

Click on Request A Call and type in a few lines explaining your issue and you will get called back quicker than if you waited in queue on hold.

Did this solve your problem?

Sorry this didn't help.

Great! Thanks for marking this as the answer.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this response?

Thanks for your feedback.