Password recovery

[PhilGee65]

Hi all, I'm resurrecting a question I posted last year as I've not been able to chase it for some while. I'm very grateful for help from @Gondola, @Ady-TalkTalk and @Chris-TalkTalk back then but we weren't able to solve the problem. So here goes ...

I have forgotten the password for one of my email accounts and have no alternate contact information set up, so the only option the password reset function is offering is to send an email to the account I can't access. After a very long telephone call with tech support yesterday, they said they had added my mobile number as an alternate and that it would become active within 24 hours. I'm still waiting, as yet nothing has changed. Please could someone check that the mobile number has been (or will be) added, or advise me what to do if not? Thank you.

I've checked again today, and the inaccessible email address is still the only option offered.

Thank you for any help you can provide.

Phil

[Gondola]

We really appreciate your time to let us know you're back in control. Thank you.

[PhilGee65]

A quick note of appreciation to @Ady-TalkTalk (and to @Gondola and @Chris-TalkTalk) for all their help. I've now been able to reset the password for my inaccessible account 😊

Thank you folks 👏👏

[Ady-TalkTalk]

Hi PhilGee65, please send me Personal Message with the affected email address, alternate email address and mobile number for the Password Recovery Tool. 

Ady

[Gondola]

Hi @PhilGee65 

I'll let TalkTalk know that the password recovery options aren't available. A TalkTalk Support member will need to verify you as the registered email user and set up your password recovery alternate email address and mobile number (the Reset details) so you can send a password reset link or code to authenticate a password change.

Prepare for TalkTalk Support - include in the Community Profile (not in these public posts):

 Account holder name, TalkTalk home 'phone number (if not Data Only broadband)

 Alternative mobile contact number. Full address with postcode (in the Location box)

 Scroll down to Private notes to add the email address needing recovery

 Check and Save changes

Select here:  Update your profile

A TalkTalk Support member will reply to this thread and then Community Private Message you to confirm your customer account details and or details related to the original registration of the email address. Also requested will be the alternate email address and mobile number for password recovery Reset details.

When verified the Reset details will be set up during a working week within 24 hours allowing you to set your own password via the Forgotten your password journey. Make sure the password is ultra-strong and unique to the mailbox. Check via the  TalkTalk Mail sign in that you can access the mailbox.

Let us know if you need more guidance.