Compare the two account identities privately
Rakuten’s September 2026 guide says matching email addresses are detected during migration and the purchases are added to the existing Rakuten library. With different email addresses, the accounts cannot be merged; the migration creates another Rakuten account using the Virgin Media Store address.
Make a private note of which address belongs to each library. Do not change account details experimentally or create repeated accounts because the first library looks empty. A known Rakuten password opening the original account is not evidence that it is the destination of a migration using a different email.
Check the destination and confirmation
Open My Library in the intended destination account rather than searching the main store. The migration troubleshooting help says to consult the confirmation email, verify the address and allow a few minutes for library synchronisation. A closed migration browser page does not necessarily mean the background migration failed.
For example, if the original Rakuten account contains existing film purchases but no Virgin titles, compare the confirmation address with that login. The split described by the official account rule is a more useful first explanation than assuming all purchases must be repurchased.
Escalate a specific library gap
After the account and library checks, prepare a list of missing titles and the device used for migration. Rakuten’s support guidance asks for the Virgin Media Store address and a description of the issue. Send account identifiers only through the official private support route.
Keep the original purchase records and confirmation while the issue is investigated. Do not delete either account to simplify the arrangement before the library locations are understood. The practical objective is to identify where each set of purchases belongs and distinguish a deliberate two-account outcome from genuinely missing entitlements.
Questions about this guide
Can accounts using different emails be merged through this migration?
The reviewed Rakuten help says they cannot; a separate destination account is created using the Virgin Media Store address.
Does closing the migration page prove failure?
No. The troubleshooting guide says the migration can continue in the background; check the confirmation and destination library.