Email password error - IMAP disabled

[Gsi001]

Changed all my devices before 17th FEB, yet locked out now with password cannot be validated messages. How do I get the account reset?

Please don’t suggest the help chat as just been on there for 2 hours being passed around chat BOTs and team members who helpfully keep passing me from department to department for fun before the chat BOT pops up and we start again.

is there a quicker route to getting this sorted?

[Ady-TalkTalk]

Hi Gsi001, you should have full function again now. Please let us know how you get on.

Ady

[Gondola]

Ady's not online in the evenings so I'll just say that he was telling others that the 'normal' time to get mailbox access restored is now 48 hours. So, in theory it should have been restored but if not it should be restored by tomorrow afternoon. Fingers crossed.

[Gsi001]

Thanks, how long does this process normally take, before i try and reconnect?

[Ady-TalkTalk]

Hi Gsi001, I've added your mailbox to the list to be restored.

Ady

[Gsi001]

Done, all good for a restore. Thanks for your help really appreciate it👍

[Gsi001]

Ok good plan will change the password now

[Gondola]

My preferred method of troubleshooting these types of problem when you don't know which device is the troublemaker and you need to get back in action quickly is to simply change the email password.

Update the email password for the webmail login to keep in touch.

Then update the settings and password device by device to make sure by double checking as you add each one that the settings are both secure and exactly as required by TalkTalk. 

So, I'll ask TalkTalk to restore access and take it from there. I'm happy to check the settings as and when you need.

[Gsi001]

Gondola

thanks, i think what I am going to do, if you think its sensible / advisable is to delete the talktalk account from my iMAC. This will remove any chance of failing to validate and reverting to old settings. The pad / phone will be ok and should reconnect.

once the ship is level again i can add the talktalk account back to the iMAC as a new set up which hopefully will pick up the right / new settings from the off. I will need to move some data records to back up messages i want to keep but this by my simple logic is the best route to avoid disaster. Thoughts?

i will take you up on the checks on the other 2 devices and will get these over tomorrow night. I have limited time to do much as I am out and about during the working week and will be home again tomorrow. I will do the updates to all devices before as pointed out, shouldn’t be an issue but i will get everything to best it can be.

[Gondola]

I'm saying that you have webmail access now to keep in touch until TalkTalk Support restore full access. The devices are all capable of secure mail so that's not a problem.

The problem is being sure that the settings are going to be correct. If they're not correct on all connecting devices then just one incorrectly set up device could trigger another withdrawal of access and TalkTalk may decide they've given more than enough reminders and opportunities to get it right. 

So, the offer is here to check the settings for you. If you wish to take up the offer then take screenshots of the incoming and outgoing server settings for each device, image edit to obscure the first part of the email address and upload here using the picture icon (mobile browser) or camera icon (desktop browser) above this Reply area.

Alternatively look at each device carefully and then write down for each device the type of email account POP3 or IMAP and the incoming and outgoing server settings and associated encryption type and password authentication that you're going to use.

The iMac clearly has an IMAP insecure setup so that would be the cause of the withdrawal of IMAP access. As you know, the password is not going to get authenticated until TalkTalk do restore full access.

To help you check the settings, I'll provide guides below.

The TalkTalk Mail Support Hub is your go to resource for information, guides and Community support for TalkTalk Consumer home broadband and MailPlus subscribers.

Select here:
 TalkTalk Mail Support

TalkTalk Mail help

 Email settings and device setup guides for TalkTalk Mail

 Setting up TalkTalk email on a Mac PC using Mac Mail

 Setting up TalkTalk email on iPad

 Setting up TalkTalk email on an Android device

[ferguson]

@Gsi001 Just a gentle reminder to update your Apple devices: the latest macOS is 13.2.1; iPadOS is 16.3.1.

I doubt this has any bearing on the issue in hand, but always best.  🙂

[Gsi001]

Profile data added as requested

imac iOS 13.1

Ipad iOS 16.2

samsung a50 - android version 11

good to go?

[Gsi001]

Hi thanks, I have 3 devices connected IPAD / Samsung A50 have the right settings - checked and are good. My iMAC had an issue not allowing me to save new settings - .e.g. more than one IMAP account as a error. I believe I have fixed that as it is now giving me the can’t validate email error the other 2 devices are. The problem is now that I can’t save the new settings until the server allows me to validate the account - which it won’t because of the change at talktalk. I cannot be 100% that once the authority has been put back that the save won’t fail and a setting of 143 defaults back. 

I had changed the settings a few weeks ago but the mac error went unnoticed hence the last minute change. 

If locked permanently are you saying that my email account is effective effectively only a webmail account and will not be restored. If so that is a problem as this is my primary account.

[Gondola]

Hi Gsi001 

You're in the right place here on Community. No point in using LiveChat or the 'phone as they will deal only with webmail and webmail is working for you. Use webmail until TalkTalk restore IMAP access.

Select here:  Sign in to TalkTalk Mail

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

The message from TalkTalk advising "Our records show that you are still accessing your email using unencrypted email settings, because of this, from 17th February you will no longer be able to receive or send emails via this email app or software" would have been generated based on continued use of insecure email settings from a device connecting about two weeks ago. So, getting around to changing settings just prior to the withdrawal of IMAP access was simply too late to avoid restriction. Now the mailbox will not authenticate a password because there's no IMAP connection.

Are you now 100% confident that you have set up secure mail? What devices are connecting to your mailbox? Mail collection service, desktop software, laptop, notebook, tablet, phone etc?  To provide advice we'd need to know what the device operating system is and what email software is being used and the email version. All must use secure settings from now on.

If you're confident you have the correct settings on all devices and need no extra confirmation here then I'll request TalkTalk Support restore full access. Heads up that if access has to be withdrawn again then that could be permanent as that's the only sure way to stop use of insecure mail.

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 and customer account number

 Check and Save changes

Select here:  Update your profile