topic Re: Forgotten password of email address AND My Account in Broadband

Forgotten password of email address AND My Account

nick-stephens — Tue, 03 May 2022 16:37:38 GMT

I'm stuck. My mother has forgottern the passwords to both her email address and the My Account. She cannot log into her emails so a reset link will not work.

Help!

Re: Forgotten password of email address AND My Account

Gondola — Tue, 03 May 2022 16:53:10 GMT

Hi Nick

Mum can go via the Forgotten password journey for MyAccount recovery here: https://www.talktalk.co.uk/my/resetpassword/identify?journey=forgot where there ought to be a mobile number set to receive a text.

And for email accounts the Reset your password now button in the help article Changing your email password will take her to password reset and recovery.

If she has set up password recovery options, in advance, that are recognised from the *****hints, then she can send her alternate email address a link or mobile a 6-digit code to authorise a password reset.

Let us know if either of those don't get her back in action and we'll get some more help lined up.

Re: Forgotten password of email address AND My Account

Ady-TalkTalk — Wed, 04 May 2022 06:11:43 GMT

Hi nick-stephens, is your mother sorted now?

Ady

Re: Forgotten password of email address AND My Account

nick-stephens — Wed, 04 May 2022 19:15:51 GMT

Hi Gondola. No, that didn't work as it sends a reset link to her email. She hasn't got a mobile phone.

Re: Forgotten password of email address AND My Account

nick-stephens — Wed, 04 May 2022 19:20:02 GMT

Unfortunately not. I'm going to have to phone TalkTalk at some point. Would they send a new password in the post?

Re: Forgotten password of email address AND My Account

Gondola — Wed, 04 May 2022 19:36:40 GMT

Hi nick-stephens

OK, that just means she hasn't set up password recovery for her email. If that email is a TalkTalk managed email address then hold-fire here as Ady will be able to guide you/her with his help to getting set up with an alternate email address for password recovery.

Are you a nominated user for her TalkTalk account. Just asking because if you are already authorised by TalkTalk to discuss account matters for mum then that's easier. Otherwise, Ady is likely to ask for her to register with Community simply to comply with Data Protection Regulations. If that's needed then hopefully you'll be able to guide her to follow your lead.

TalkTalk Customer Services will only be able to help the account holder or nominated user and, for security, will never send out passwords but will guide the account holder to setting up MyAccount password recovery.

Re: Forgotten password of email address AND My Account

nick-stephens — Wed, 04 May 2022 19:38:44 GMT

Yes, I think I am a nominated user, she has certainly given permission to sort this issue out. I pay the phone bill, if that helps.

Re: Forgotten password of email address AND My Account

Gondola — Wed, 04 May 2022 19:43:26 GMT

That's great because as a nominated user you could use your 'phone and email as the password recovery options as the way to help mum spring back into action. Hang on for Ady to return in the morning (I hope he's on duty, having said that) and he'll confirm the next steps.

Re: Forgotten password of email address AND My Account

nick-stephens — Wed, 04 May 2022 19:44:32 GMT

That's great. Thanks for your help. I'm at work tomorrow, so I should be able to reply to Ady at around 6pm.

Re: Forgotten password of email address AND My Account

Gondola — Wed, 04 May 2022 20:04:28 GMT

OK, just a heads up that Ady's usual online presence is typically 7am to 4pm.

Re: Forgotten password of email address AND My Account

Ady-TalkTalk — Thu, 05 May 2022 06:47:12 GMT

Hi nick-stephens, I've sent you a personal message to obtain more information.

Ady

Re: Forgotten password of email address AND My Account

nick-stephens — Mon, 09 May 2022 17:15:00 GMT

Hi Ady. Thanks. Where can I find it on the forum site?

Re: Forgotten password of email address AND My Account

Gondola — Mon, 09 May 2022 17:28:58 GMT

Hi nick-stephens

Select your avatar top right of this page when signed in to Community and then select the envelope icon to read and send Personal Messages (PM's).

Re: Forgotten password of email address AND My Account

nick-stephens — Mon, 09 May 2022 18:45:09 GMT

Thanks for your help. I'll have a look.

Re: Forgotten password of email address AND My Account

nick-stephens — Mon, 09 May 2022 18:45:59 GMT

Hi Ady. I have looked, but I cannot find your message. Would you be able to re-send it when convenient? Thanks.