topic Re: TT E.mail on IPad suddenly stopped working in Email

TT E.mail on IPad suddenly stopped working

Chrisrowe22 — Thu, 28 Nov 2024 15:58:51 GMT

This is about my Dads account, not mine.
He accesses mail on Apple tablet and phone using the Apple native app.
This week he suddenly started getting the message “incorrect address or password”

He definitely hadn’t changed the password, he doesn’t know how! I tried to help, but when I looked at the account recovery details neither the phone number or email address are recognisable to him.
I had a long online chat with support asking to reset the recovery details, which they said they would, but it’s been 30 hours since that and nothings happened.
He’s 88 years old, and not in the best of health and I don’t know what I can do next to help him.

Re: TT E.mail on IPad suddenly stopped working

Gliwmaeden2 — Thu, 28 Nov 2024 17:49:57 GMT

First complete your own community profile, @Chrisrowe22.

Go via your avatar; settings; drop down menu....complete Personal Information.

Add your Dad's details and the email address affected in Private Notes, at the end of that section.

Scroll down to find the button to SAVE CHANGES.

Staff will respond during the day (Monday to Friday).

Any notification emails are from a No Reply address, so just follow up on this thread.

Re: TT E.mail on IPad suddenly stopped working

Chrisrowe22 — Thu, 28 Nov 2024 18:10:13 GMT

Thanks for taking the time to reply. All details now complete. I’ll wait patiently!

Re: TT E.mail on IPad suddenly stopped working

Ady-TalkTalk — Fri, 29 Nov 2024 08:00:08 GMT

Hi Chrisrowe22, the first job then is to run a good quality AntiVirus and Malware scanner on all of his internet connected devices. If and when those are clear he'll need to reset the password. I can help, but he has to be registered on here with his own account and to send me a personal message with the affected email address, an alternate address and mobile to send the password reset messages to.

Ady

Re: TT E.mail on IPad suddenly stopped working

Chrisrowe22 — Fri, 29 Nov 2024 11:23:58 GMT

Thanks Ady, the problem is, when he tries to register, or logintor the community, a verification code gets sent to his Email address which is the account he can’t currently access!
Can you suggest a way to get around this please?

Re: TT E.mail on IPad suddenly stopped working

Ady-TalkTalk — Fri, 29 Nov 2024 12:10:04 GMT

Do you have power of attorney for his account? Or can you create a Gmail address to use to register so that we can fix his tt one?

Ady

Re: TT E.mail on IPad suddenly stopped working

Chrisrowe22 — Fri, 29 Nov 2024 12:31:03 GMT

I do have power of attorney. He also has a Gmail address. I assumed that he would have to register with his TT address?

Re: TT E.mail on IPad suddenly stopped working

Ady-TalkTalk — Fri, 29 Nov 2024 13:05:36 GMT

No he can register with any address and then change later if he so desires. If you have POA over the account. Send me a personal message with the account number so that I can verify. Or just have him register and send me a personal message with the affected email address, an alternate email address and a mobile number to setup the password reset tool.

Ady

Re: TT E.mail on IPad suddenly stopped working

Chrisrowe22 — Fri, 29 Nov 2024 13:15:51 GMT

I’m seeing him tomorrow so I’ll find the account number and get him registered over the weekend and pick this up again Monday. Thanks so much for your help Ady, I really appreciate it.

Re: TT E.mail on IPad suddenly stopped working

Chrisrowe22 — Mon, 02 Dec 2024 11:24:16 GMT

The alternate Email address didn’t work Ady, I tried to set up Dad with a community profile, but the system said no!

I’ve sent you a private messsage with all his details.
Thanks

Re: TT E.mail on IPad suddenly stopped working

Ady-TalkTalk — Wed, 04 Dec 2024 07:42:28 GMT

No. Have they helped sort your dad's stuff out?

Ady

Re: TT E.mail on IPad suddenly stopped working

Chrisrowe22 — Wed, 04 Dec 2024 08:28:57 GMT

Not yet. Somebody is supposed to call this afternoon while I’m with him, but I have a low expectation of that happening.

Re: TT E.mail on IPad suddenly stopped working

Ady-TalkTalk — Wed, 04 Dec 2024 10:11:18 GMT

It may well happen. Especially if its the fraud team handling it.

Ady