Forgotten password of email address AND My Account

[nick-stephens]

I'm stuck. My mother has forgottern the passwords to both her email address and the My Account. She cannot log into her emails so a reset link will not work.

Help!

[nick-stephens]

Hi Ady. I have looked, but I cannot find your message. Would you be  able to re-send it when convenient? Thanks.

[nick-stephens]

Thanks for your help. I'll have a look.

[Gondola]

Hi nick-stephens 

Select your avatar top right of this page when signed in to Community and then select the envelope icon to read and send Personal Messages (PM's).

[nick-stephens]

Hi Ady. Thanks. Where can I find it on the forum site?

[Ady-TalkTalk]

Hi nick-stephens, I've sent you a personal message to obtain more information. 

Ady

[Gondola]

OK, just a heads up that Ady's usual online presence is typically 7am to 4pm.

[nick-stephens]

That's great. Thanks for your help. I'm at work tomorrow, so I should be able to reply to Ady at around 6pm.

[Gondola]

That's great because as a nominated user you could use your 'phone and email as the password recovery options as the way to help mum spring back into action. Hang on for Ady to return in the morning (I hope he's on duty, having said that) and he'll confirm the next steps.

[nick-stephens]

Yes, I think I am a nominated user, she has certainly given permission to sort this issue out. I pay the phone bill, if that helps.

[Gondola]

Hi nick-stephens 

OK, that just means she hasn't set up password recovery for her email. If that email is a TalkTalk managed email address then hold-fire here as Ady will be able to guide you/her with his help to getting set up with an alternate email address for password recovery.

Are you a nominated user for her TalkTalk account. Just asking because if you are already authorised by TalkTalk to discuss account matters for mum then that's easier. Otherwise, Ady is likely to ask for her to register with Community simply to comply with Data Protection Regulations. If that's needed then hopefully you'll be able to guide her to follow your lead.

TalkTalk Customer Services will only be able to help the account holder or nominated user and, for security, will never send out passwords but will guide the account holder to setting up MyAccount password recovery.

[nick-stephens]

Unfortunately not. I'm going to have to phone TalkTalk at some point. Would they send a new password in the post?

[nick-stephens]

Hi Gondola. No, that didn't work as it sends a reset link to her email. She hasn't got a mobile phone.

[Ady-TalkTalk]

Hi nick-stephens, is your mother sorted now?

Ady

[Gondola]

Hi Nick

Mum can go via the Forgotten password journey for MyAccount recovery here: https://www.talktalk.co.uk/my/resetpassword/identify?journey=forgot where there ought to be a mobile number set to receive a text.

And for email accounts the Reset your password now button in the help article  Changing your email password will take her to password reset and recovery. 

If she has set up password recovery options, in advance, that are recognised from the *****hints, then she can send her alternate email address a link or mobile a 6-digit code to authorise a password reset.

Let us know if either of those don't get her back in action and we'll get some more help lined up.