Can't Log into Webmail

[SA_Kelv]

Several weeks ago I was suddenly unable to log into TT Webmail - I enter the email & address & password but always receive, "The password is incorrect".

I thought it might be a fault but this has been going on so long now it must be something else.

I moved from TT to BT a couple of years ago but I still have a TalkTallk mobile contract and the TalkTalk email is the address the monthly bills are sent to.

I've tried changing the password but this insists that the new one is sent to a TalkTalk email... which I can't access!

Any help gratefully accepted...

[Ady-TalkTalk]

I've replied to your Private Message.

Ady

[SA_Kelv]

Hi Ady

Thanks for your response, personal message sent.

Regards,

Kelvin

[Ady-TalkTalk]

Hi Kelvin, if you send me a Personal Message with the affected email address, alternate email address and the mobile number you want to use in the Password Reset Tool, I'll get the tool updated for you so that you can reset the email password. 

Ady

[SA_Kelv]

Many thanks for that, I've updated my Community Profile as you describe. Really appreciate your help here, hope this can be sorted out soon.

Regards, Kelvin

[Gondola]

The fact that you can see the option to send a password reset link to the same email address means that the email address is found on the TalkTalk Mail platform.

A weak password or compromised email account can trigger a password reset or blocking of the mailbox to help secure customer data. You will need TalkTalk Support to set up password recovery options.

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.

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

Let us know if you see any suspicious activity or if you need more guidance.

[SA_Kelv]

Thanks for the reply & apologies for the delay in responding.

As well as clearing browser histories I've tried logging into TT webmail on several different computers using a variety of broswers (Edge, Firefox etc.) - but the error continues.

I'm really at a loss as to what to do next. Although I had no option but to leave TT when I moved house in Mar 2021 as they don't cover my new address I've still got a TT mobile account which I've had for years but I can't access any of my bills.

I'm rather put out that TT have arbitrarily pulled my email address as I still have a mobile contract with them.

I'd really appreciate some help!

[Gondola]

There are two issues.

• Your browser is indicating that the mailbox password is incorrect
• You have failed to set up password recovery options

The first issue may be an incorrect password or the password has been reset for security if it was weak, or reset by a hacker, but it is likely to be that the browser or other software is blocking cookies or presenting a corrupted password.

First, do a full browser reset and this will clear history, cache and cookies and also unload any browser extensions or add ons that may be blocking cookies. e.g. Ad-blocker and tracker blockers need to be disabled to save the necessary cookies to authenticate a login.

Or download and use a different browser. Edge, Firefox and Chrome are the recommended browsers. Safari for Apple OS also.

Retry the login with the last known password.

Select here:  Sign in to TalkTalk Mail

Enter your full TalkTalk Mail email address, select Continue and enter the password, select Sign in.

Then if you do get signed in select the user avatar top right and then the menu item Update your reset details to set up password recovery options.

Let us know if you can now login or if you need more assistance.