topic Re: Password recovery in Email

Password recovery

PhilGee65 — Fri, 30 Jun 2023 16:52:04 GMT

Hi, please can someone help? 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.

Re: Password recovery

Gondola — Fri, 30 Jun 2023 17:01:35 GMT

The Reset password now button in the help article Changing your email password will take you to password reset and recovery. Just keep trying a couple of times each day.

If the email address is still active on the TalkTalk Mail platform and TalkTalk Technical Support have set up password recovery, as they promised, then you can send your mobile a 6-digit code to authorise a password reset.

If you don't see a mobile number option in addition to the email address you cannot access then you'll need to wait until TalkTalk Support return to this Community next week and they'll set up your alternate email address and mobile for you.

Re: Password recovery

PhilGee65 — Sat, 01 Jul 2023 05:17:30 GMT

Thanks, Gondola 👍

Re: Password recovery

PhilGee65 — Wed, 05 Jul 2023 15:00:04 GMT

Hi, please can someone from TalkTalk Support help me out? Still no other options showing except the original email address.

Thank you in advance 🙂

Re: Password recovery

Gondola — Wed, 05 Jul 2023 15:14:11 GMT

I'll ask TalkTalk Support to pick up this topic. Put your email address in your Community profile > My Settings > Personal Information > Scroll down to Private Notes, enter the email address and then hit Save Changes.

You'll be contacted here first and then by Community Personal Messaging, that's also accessed via your avatar top right, when signed in, by selecting the envelope icon. They'll require an alternate active email address and mobile number to set up the password recovery reset details.

Re: Password recovery

Ady-TalkTalk — Thu, 06 Jul 2023 06:12:52 GMT

Hi PhilGee65, I've sent you a personal message to obtain more information.

Ady

Re: Password recovery

PhilGee65 — Fri, 07 Jul 2023 06:59:27 GMT

Thanks again Gondola!

Re: Password recovery

PhilGee65 — Fri, 07 Jul 2023 07:02:33 GMT

Hi Ady,

The link you sent by PM doesn't work for me - displays momentarily then changes to a 'Something went wrong.' page. I've added an alternate email address as Gondola suggested in their previous message. Thanks for picking this up so quickly 🙂

Re: Password recovery

Gondola — Fri, 07 Jul 2023 09:43:00 GMT

Links for personal data do time-expire for security. I'll ask Ady to message you again. If you don't get a message today it's going to be next week.

Re: Password recovery

Chris-TalkTalk — Tue, 11 Jul 2023 14:24:54 GMT

Hi PhilGee65,

I'll send you the link again now

Chris

Re: Password recovery

Chris-TalkTalk — Thu, 13 Jul 2023 12:56:17 GMT

Hi Phil,

I've sent you a PM

Chris

Re: Password recovery

ClareAnne — Thu, 03 Aug 2023 22:52:58 GMT

Hello Phil. Did you manage to have your email recovery details updated? In the past week, myself and another lady, Margaret, have both posted in the Community the same issue that you experienced. My father hasn't been able to access his email for over three weeks. TalkTalk have updated the recovery details five separate times and told us to wait 24 hours. Each time nothing works. If you could confirm if your issue was resolved then it will give me hope that there is a solution out there. Thank you for your time, ClareAnne

Re: Password recovery

PhilGee65 — Sun, 13 Aug 2023 09:28:56 GMT

Hi @ClareAnne, I'm sorry for the slow reply - life has been getting in the way again 🙂 My email access isn't resolved yet - I've just sent a reminder message to ask what I need to do next, so I hope that may trigger some action. I'm sorry to hear you're having such a frustrating time too - it seems like it should be such a simple thing to resolve. I'll let you know if I hear anything. Phil

Re: Password recovery

Gondola — Sun, 13 Aug 2023 09:50:41 GMT

Hi Phil

My last escalation to TalkTalk was on 7 July. I'll push a reminder in to the TalkTalk workflow again.

Re: Password recovery

PhilGee65 — Sun, 13 Aug 2023 09:53:06 GMT

Thanks @Gondola, much appreciated.

Re: Password recovery

Ady-TalkTalk — Mon, 14 Aug 2023 12:09:57 GMT

Hi Phil, I've sent you the PM again.

Ady

Re: Password recovery

ClareAnne — Wed, 16 Aug 2023 21:45:17 GMT

Hi Phil. I hope you are keeping well. I did finally manage to get my father's email recovery details updated. It took six attempts, so it was extremely frustrating. However, at least we know it can be done, but I've no idea what was done differently on the sixth attempt. Very best of luck, ClareAnne