topic Re: Password Incorrect in Email

Password Incorrect

Whelky — Wed, 13 Dec 2023 11:07:33 GMT

Hello. My wife is unable to access her talktalk email as she is getting the message that the password is incorrect. Would it be possible to have the password reset and password recovery Reset details updated with an alternative email address or mobile number?

Re: Password Incorrect

KeithFrench — Wed, 13 Dec 2023 11:41:00 GMT

Not on this forum, but are you sure that there is no password recovery option in TalkTalk webmail?

Re: Password Incorrect

Whelky — Wed, 13 Dec 2023 16:08:10 GMT

Unfortunately, no. It's a similar problem to the one BJHazelwood1 had from Saturday.

Re: Password Incorrect

Gondola — Wed, 13 Dec 2023 18:01:51 GMT

This forum can help you @Whelky and more particularly help your wife that you suggest hasn't set up password recovery Reset details.

First, I need to ask, is your wife's email address listed in the customer MyAccount for which you are the named account holder? If so, that's fine because it means you are the registered user of the email address and TalkTalk can help you and in turn you can pass on the details to your wife to continue to use the email address.

I'll let TalkTalk know that the password recovery options aren't available. 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.

Do you know why the password is rejected? Is it a very weak password? 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 and check there's no unauthorised devices sign in and 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
Select Security and Sign out all devices
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: Password Incorrect

Whelky — Wed, 13 Dec 2023 22:31:58 GMT

Her email is listed in MyAccount, yes.

Re: Password Incorrect

Gondola — Wed, 13 Dec 2023 22:37:12 GMT

Perfect.

I made the request to TalkTalk Support so they'll pick up as soon as they can from tomorrow morning. With luck I'm hoping your wife will be back in control the day after TalkTalk make the request for new Reset details to be added and you've upgraded the password for her.

Re: Password Incorrect

Ady-TalkTalk — Thu, 14 Dec 2023 09:34:56 GMT

Hi Whelky, please add the alternate email address and mobile number for the password reset tool to private notes in your community profile and I'll get it updated.

Ady

Re: Password Incorrect

Whelky — Thu, 14 Dec 2023 13:59:08 GMT

Alternative email and mobile number added to profile. Thanks Ady.

Re: Password Incorrect

Ady-TalkTalk — Thu, 14 Dec 2023 14:10:19 GMT

Thanks I've added those details to the Request for the Recovery Tool to be updated. It will complete within the next 24 hours. You can check when its updated by intermittently going to the Password Recovery Tool.

Ady

Re: Password Incorrect

Whelky — Mon, 18 Dec 2023 10:36:12 GMT

Morning Ady. I've given it a few days, but the alternative addresses are not showing in the Password Recovery Tool.

Re: Password Incorrect

Ady-TalkTalk — Mon, 18 Dec 2023 11:06:13 GMT

I'm sorry for the delay. I've resent the password reset request.

Ady

Re: Password Incorrect

Whelky — Sat, 30 Dec 2023 15:27:43 GMT

Thanks Ady. All sorted.