topic Re: Supersafe critical issue tells me my subscription is not active in Security

Supersafe critical issue tells me my subscription is not active

kmorgan — Sat, 06 Dec 2025 16:30:24 GMT

I am seeing a persistent message that Supersafe tells me my subscription is not active. Furthermore I cannot log into my supersafe account it tells me I have forgotten my password but when trying to reset the password an email doesn't arrive.

Re: Supersafe critical issue tells me my subscription is not active

fr8ys — Sat, 06 Dec 2025 16:53:58 GMT

Hi,
You are in the staff's queue for a response.
For a quicker reply can you please ensure you have your personal information up to date in your profile including your TalkTalk landline phone number so your account can be traced. Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info
If you are unsure of your phone number, you can find this in My Account or dial 17070 from your landline phone and this will confirm the number for you.
You can also add your account number in the private notes field, which only you and the support staff can view.
Please post back when done.
Thank you

Re: Supersafe critical issue tells me my subscription is not active

kmorgan — Sat, 06 Dec 2025 16:57:13 GMT

All my information is up to date.

Re: Supersafe critical issue tells me my subscription is not active

fr8ys — Sat, 06 Dec 2025 18:58:49 GMT

Thanks for confirming.

Staff will be back on Monday and pick up then.

Re: Supersafe critical issue tells me my subscription is not active

amahle-TT — Mon, 08 Dec 2025 07:26:04 GMT

Hi there @kmorgan, can you please check your spam/junk folder and let us know how it goes, thanks.

Re: Supersafe critical issue tells me my subscription is not active

kmorgan — Mon, 08 Dec 2025 12:42:10 GMT

I have no mail in my junk folder. There is no supersafe password reset being sent.

Re: Supersafe critical issue tells me my subscription is not active

amahle-TT — Mon, 08 Dec 2025 13:24:26 GMT

Please do refer to this link, thanks. SuperSafe Overview

Re: Supersafe critical issue tells me my subscription is not active

kmorgan — Mon, 08 Dec 2025 15:07:04 GMT

Unfortunately this link is of no use in resolving my issue. That is why I contacted the community and spent nearly two hours on the talktalk chat support trying to find someone who could offer any helped and failed.

This TalkTalk Supersafe overview page link tells users how to reset their Supersafe password if users have forgotten it. The same information as you have already given me I hadn't forgotten my password, it didn't work and the messages that apparently should be sent by the application to reset the password have not been sent as none have arrived in my Outlook inbox or to the webmail account. No one in the chat session could explain why my supersafe account shows as "subscription is not active" even though they confirmed their records show it is still "active" (I am of course fully paid up on my contract). The page also goes on to state that: You can access SuperSafe through My Account , which will direct you to the login page to sign in.
To view your information in your SuperSafe App simply select Account details, which will show you the information you entered upon registration and the choices you've made in terms of the service notifications.

When I do this I see the attached image which the chat persons could not explain. So it is very clear my account has been disabled even though the support staff did not acknowledge that and did acknowledge that I am fully paid up and stated my supersafe was valid and active.

Re: Supersafe critical issue tells me my subscription is not active

amahle-TT — Mon, 08 Dec 2025 16:08:41 GMT

We apologize for any inconvenience this has caused, your super safe is active on my end. can you please uninstall it and install again, thanks.

Re: Supersafe critical issue tells me my subscription is not active

kmorgan — Mon, 08 Dec 2025 16:53:18 GMT

I tried reinstalling but then when I open the app it asks me for my username/password and rejects it and will not send me a link to change the password I am in the same loop as before.

Re: Supersafe critical issue tells me my subscription is not active

amahle-TT — Mon, 08 Dec 2025 16:56:48 GMT

Alright thank you for confirming, for further assistance. here is the number to our customer service department 03451720088 who will be able to assist you moving forward, please contact them between the times Monday - Friday 9am - 7pm; Saturday - 9am - 6pm; Sunday - Closed.

Re: Supersafe critical issue tells me my subscription is not active

kmorgan — Wed, 17 Dec 2025 18:26:16 GMT

So finally I have an answer to this fiasco. Email from TalkTalk arrived today stating:

We’re getting in touch about your SuperSafe subscription.
During your transition from TalkTalk to Utility Warehouse Ltd, your SuperSafe product was disconnected.

They should have sent this out before comprising my security and wasting many hours of my time trying to uninstall/re-install, find an alternative solution and use the chat feature with them telling me I was paying for Supersafe and that my account was still active. According to other emails from TalkTalk the transition was happening from the first of January. The left hand does not know what the right hand was doing.

Anyhow this late admission has happened to late for me I have arranged my own switch now to avoid any more chaos - doubt I be re-imbursed for the unannounced security risk they made to my account, or the hours I wasted trying to get this working with their support teams who were completely ignorant of what had happened.

Re: Supersafe critical issue tells me my subscription is not active

nambuso-TT — Thu, 18 Dec 2025 07:09:42 GMT

Hi there @kmorgan. I am very sorry to hear this and for the time it took us for us to look into this for you. As you are showing dissatisfaction about this please refer to your Direct Messages. I have sent you a complaint link for you to know more about our complaint process. Thanks