Unacceptable

My daughter signed up on the 16th January 2024 and we were informed of the Virgin App and credentials were provided and when we tried to login a message popped up noting "Oops, login error Apologies, we can't log you in right now. Please try again later." We informed Charity at Virgin Active Cresta as we dealt with her when we signed up. She 'reset' the password and yet nothing. My daughter then went for a session the following day where the staff tried again and nothing. We were then told to contact head office which I did twice and had to hold on for quite some time due to being in a queue and holding on for the agent to verify details etc and have now been told that I have to wait for IT to reset the password. It is now a week, and we are not able to track her performance etc. This is totally unacceptable that we are not assisted after a week.