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Changing an email password

mgeallan
Chatterbox
Message 3 of 3

desktop has crashed. no talktalk email access. So using an old laptop.  forgotten (or TT won't accept the password that i thought applied to the TT email acct . I have tried to do a password reset using the TT forgotten password process - but this wants to send the link to the TT email account to which I have no access. I have set up alternative recovery details - an alternative email acct and a mobile for SMS texts but these do not seem to be available. The TT call line just do not seem to understand the issue .

M G Allan
0 Likes
2 REPLIES 2

Ady-TalkTalk
Support Team
Message 1 of 3

Hi mgeallan, I can help with this. I've sent you a personal message to get more information. 

 

Ady


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


Gondola
Community Star
Message 2 of 3

Hi mgeallan 

 

The issue, I suspect, is that the email account is compromised and not only has the password been changed to lock you out the password recovery reset details have been removed to prevent you regaining access.

 

But don't worry, you'll be verified as the email user, the account secured and new password recovery reset details set up to get you back in control.

 

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 Personal Message you to confirm your customer account details and or details related to the original registration of the email address.

 

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.

  • Select the Main Settings menu icon      triple line icon top right on the blue header
    (Mobile browser? use the desktop version)
  • Select Settings from the top of the menu
  • Select the inward facing arrowhead by Mail (or Email) in the left side panel
  • Select Filter Rules
    If you see There is no rule defined then you need go no further.
  • To delete a Filter rule including any Auto forward
    select the Dustbin 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.

GondolaVolunteer 2017-2022

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