Unable to access my wife's email account and she's forgotten the password

Oneeasygeezer — Mon, 20 Nov 2023 13:51:31 GMT

My wife can't access her email account as she has forgotten her password, going through the forgotten password route it's only giving the option to send the link to reset to ******wer@talktalk.net there's no option to send it to my mobile number which she listed as a recovery option.

I’ve sent an email from my Gmail account to her TT account, and it hasn’t bounced back. I’ve also validated it with Verifalia and it’s reported as deliverable. I can confirm that I was the account holder when my wife's account was set up.

Re: Unable to access my wife's email account and she's forgotten the password

Gondola — Mon, 20 Nov 2023 14:23:30 GMT

Hi Oneeasygeezer

Following our exchanges of PM's I'll alert TalkTalk Support to set up new Reset details for you and your wife's email address.

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 cog icon  top right on the blue header
Select All settings from the top of the menu
Select Mail
Scroll down to Rules
If you see There is no rule defined then you need go no further.
Select the Chevron icon > to expand the Rules section and to delete a Filter rule including any Auto forward
select the X 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: Unable to access my wife's email account and she's forgotten the password

Oneeasygeezer — Mon, 20 Nov 2023 16:09:43 GMT

Many thanks Gondola, I'll wait to be contacted by the Support member.

Re: Unable to access my wife's email account and she's forgotten the password

Ady-TalkTalk — Tue, 21 Nov 2023 13:36:07 GMT

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

Ady

topic Re: Unable to access my wife's email account and she's forgotten the password in Email

Unable to access my wife's email account and she's forgotten the password

Re: Unable to access my wife's email account and she's forgotten the password

Re: Unable to access my wife's email account and she's forgotten the password

Re: Unable to access my wife's email account and she's forgotten the password