topic Re: can you send a password recovery link for one of my mailboxes? in Email

can you send a password recovery link for one of my mailboxes?

davethurston — Mon, 04 Sep 2023 12:06:09 GMT

password has changed on one of my mailboxes.

but i can't use the password recovery link .

Re: can you send a password recovery link for one of my mailboxes?

Gondola — Mon, 04 Sep 2023 13:45:19 GMT

A weak password or compromised email account can trigger a password reset or blocking of the mailbox to help secure customer data. You may need help to recover access.

I'll let TalkTalk know that the password recovery options aren't available or are out of date or unrecognised. 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.

For a compromised mailbox I'd always suggest scanning your email devices for viruses and malware before changing any password.

Use the new password to access via the TalkTalk Mail sign in check there's no Auto forward or Filter rule diverting your mail messages. Hackers set up or modify Filter rules to spy on your emails.

Select the Main Settings menu icon  triple line icon (cog icon for migrated mailboxes) top right on the blue header
(Mobile browser? use the desktop version)
Select Settings or All settings from the top of the menu
Select the inward facing arrowhead by Mail (or Email) in the left side panel
Under the Mail heading, select Filter Rules
If you see There is no rule defined then you need go no further.
To delete a Filter rule including any Auto forward
select the Dustbin icon  to the right of the rule
The icon background will turn red 
To confirm you really want to delete this Filter rule
Select the blue Delete button

Let us know if you need more guidance.

Re: can you send a password recovery link for one of my mailboxes?

davethurston — Mon, 04 Sep 2023 12:36:30 GMT

gondola

thanks for the process.

updated profile and now awaiting feedback......

interestingly, 44 mins ago there was a post by AmieAngel describing exactly the same problem with his email account (except I am the account holder).

TT say they have been sorting out the backend of their email app and, apologies, hope to be finished by September. But date not mentioned..... Obviously they have caused this problem ?

Re: can you send a password recovery link for one of my mailboxes?

Gondola — Mon, 04 Sep 2023 12:51:28 GMT

The mailbox migration to a new mail platform will not have affected mailbox password recovery Reset details nor individual mailbox sign in passwords.

However, if you have secondary added email accounts that are part of a primary newly migrated mailbox then secondary email accounts will need to be deleted and reinstated because the encrypted password for a secondary account is no longer valid.

davethurston wrote: ...password has changed on one of my mailboxes...but i can't use the password recovery link .

Perhaps you could confirm the exact meaning of "can't use the password recovery link". just so I can be sure I'm giving you the correct solution.

Re: can you send a password recovery link for one of my mailboxes?

davethurston — Mon, 04 Sep 2023 13:24:15 GMT

details.... i've used an email address for many years. i've not changed password in it for years. five days ago, the email app said it now needs authentication and that the pwd is wrong. i tried all pwds i could think of to no avail.

i tried talking to ' chat' for two hours over two days - pointless.

So i decided to login to my acct and request a password reset link for one of the secondary mailboxs on my acct.

but that is when you notice that the recovery address has now changed to the email address which is inaccessible- how stupid is that?

Worse, it offers another recovery email address which i have never seen in my life and have no idea of the associated password.

You say talktalk mods couldn't cause this problem but dont you think two independent customers suffering exactly the same symptoms is strange?

Re: can you send a password recovery link for one of my mailboxes?

davethurston — Mon, 04 Sep 2023 13:29:05 GMT

where did it say secondary email accts need to be deleted and hopefully reinstated?

first i've heard of it but could explain the problem the migration has caused.

Re: can you send a password recovery link for one of my mailboxes?

Gondola — Mon, 04 Sep 2023 13:41:02 GMT

Hi Dave

The other person you mentioned asked on 22 November 2022 for email account recovery because their email account had knowingly been compromised.

You've now explained further that you see an unrecognised password recovery email address which is a classic sign that your email account has been compromised, the password changed by a hacker via edited password recovery Reset details.

In that regard, the OP's account being compromised in late 2022 and yours being compromised a week ago, yes, the circumstances are the same but totally unrelated to the new migration of mailboxes to the new mail platform.

I've given you the details to follow to get help for password recovery including in due course the details for safeguarding your online mailbox by checking for unwanted Filter rules that may have been set up by a hacker to spy on your emails.

I will update those instructions to also include advice for newly migrated mailboxes.

Re: can you send a password recovery link for one of my mailboxes?

davethurston — Mon, 04 Sep 2023 14:04:56 GMT

can i just go ahead and delete the secondary email mailboxes and then reinstate them?

will i be allowed to re-use the same addresses?

i wont lose anything?

Re: can you send a password recovery link for one of my mailboxes?

Gondola — Mon, 04 Sep 2023 14:22:18 GMT

Yes, delete the secondary TalkTalk Mail email accounts if they've been added to a migrated primary email account TalkTalk Mail login. But you'll not be able to reinstate them as added accounts until you have set a new password for each secondary email account.

You'll use the same added email account address but with a new unique password. That password will get encrypted with the password for the primary email account to create a new secret password that only exists between the primary email account and the connection to an added secondary email account. You'll not lose any existing mail messages as the connection is made using IMAP protocol that just mirrors emails in the secondary account mailbox.

But the primary focus should be on recovery of access to the compromised email account. i.e. verifying that you are the registered owner securing the account and setting up your new Reset details for password recovery.

Re: can you send a password recovery link for one of my mailboxes?

davethurston — Mon, 04 Sep 2023 14:43:06 GMT

catch 22. i tried to just delete the secondary acct but you've suspended the ability to delete mailboxes whilst you upgrade your servers.

i haven't tried deleting the fully working primary email acct which i still have full access to.

would that delete the secondaries?

could i then recreate the primary ãnd secondaries with new pwds etc?

Re: can you send a password recovery link for one of my mailboxes?

Gondola — Mon, 04 Sep 2023 14:56:32 GMT

Best that you stop what you're doing because mailboxes listed in your customer MyAccount are not the same as added secondary email accounts added to a primary email account TalkTalk Mail login. Note the TalkTalk Mail login - I'm not talking about a TalkTalk MyAccount login.

Deleting a mailbox from the customer MyAccount will permanently delete that mailbox and make it unrecoverable. So just as well that creation and deletion is suspended. When deletion is active there is also a warning banner about it being a permanent deletion.

Just wait for TalkTalk Support to pick up this topic and get you on the path to recover access to your hacked email account.

Re: can you send a password recovery link for one of my mailboxes?

davethurston — Mon, 04 Sep 2023 15:04:47 GMT

i'll wait.

already been without that email access for 6 days.

hope it's not too long...

Re: can you send a password recovery link for one of my mailboxes?

Gondola — Mon, 04 Sep 2023 15:14:50 GMT

You reported the issue here Monday afternoon so I've escalated in to the TalkTalk Community workflow and hopefully a TalkTalk Community Support person will pick up tomorrow, Tuesday, and after verification of your personal data the setup of Reset details should be done within 48 hours but normally within 24 hours.

Then you'll need to set up a unique password and check the mailbox for any after-effects of the hacking. Hopefully you'll be fully back in action before the end of the week.

Re: can you send a password recovery link for one of my mailboxes?

davethurston — Mon, 04 Sep 2023 15:23:12 GMT

many thanks gondola

at least i understand better whats going on and knock-on effects of server migration.

from my point of view, i was counting 6 days since last email access on that acct was 30th August

thanks anyway

Re: can you send a password recovery link for one of my mailboxes?

Ady-TalkTalk — Wed, 06 Sep 2023 06:11:10 GMT

Hi davethurston, I've sent you a personal message to get more information.

Ady

Re: can you send a password recovery link for one of my mailboxes?

davethurston — Sun, 10 Sep 2023 08:37:37 GMT

Hi TT

My email account is still hacked

Its been over a week now since I first contacted TT requesting you provide a password reset link.

I supplied private details as requested 5 days ago.

The hacker is causing havoc with my private accounts involving money

I have still have no action to reset password.

What is causing problem?

Why will TT not send a pwd reset link?

Re: can you send a password recovery link for one of my mailboxes?

Gondola — Sun, 10 Sep 2023 08:46:30 GMT

Assuming Ady verified your personal details on Wednesday then by Friday I'd have expected Password Recovery to be reset with your alternative email address and mobile phone number. Then you can get a link sent to your alternate email address or mobile.

The Reset password now button in the help article Changing your email password will take you to password reset and recovery.

If you recognise the alternate email address and or mobile from the *****hints, then you can send your alternate email address a link or your mobile a 6-digit code to authorise a password reset.

Let us know if the password reset and recovery is not yet set up for you and I'll push a reminder into the TalkTalk workflow for Ady to pick up.

Re: can you send a password recovery link for one of my mailboxes?

davethurston — Sun, 10 Sep 2023 09:58:28 GMT

hi gondola

as explained, i've responded to pm. i presume it verified my account but i have had no response confirming that from ady.

as also explained, the alternate email address has been relaced by the hackers email address and there is no mobile telephone number recorded to receive a 6 digit code.

i have tried the pwd reset journey many times but the only alternate email address for recovery is the hackers.

I confirm that the pwd recovery is NOT set up.

Please escalte urgently.

Re: can you send a password recovery link for one of my mailboxes?

Gondola — Sun, 10 Sep 2023 10:15:11 GMT

I will certainly ask for this topic to be picked up from Monday onwards.

Re: can you send a password recovery link for one of my mailboxes?

davethurston — Sun, 10 Sep 2023 10:48:02 GMT

thanks.

as mentioned, my mailbox email and its alternate recovery email address are both compromised.

DON'T send reset details to c......h@talktalk.net or ....h17@outlook.com - both are now controlled by hacker.

And there doesn't seem to be a mobile number recorded for the compromised mailbox.

However, you can send reset details to my main email (account) address or even reset the acct for me using my main address.

Or maybe you can send 6 digit code to MY mobile number - see account for details.

hopefully this will stop us all going around in circles again and again.