Locked out of TalkTalk email account!

[LiamBarnes95]

Hello,

My partner has forgotten her password for her Talk Talk email address and therefore cannot access her personal emails. 

When she uses the forgotten password option, it offers her two ways to proceed which are to send a text message to her old mobile number as she has had the account for such a long time or bizarrely the same Talk Talk email address which she is trying to recover access to!

Please could somebody help us to recover her account and allow her to access her Talk Talk email address again? 

Thank you in advance. 

[Ady-TalkTalk]

If your father is the account holder then we would need your father to register here and then we can complete the security checks and get this sorted for you. GDPR can cause delays in support, but it is there to protect the account holder and their data. 

Ady

[Gondola]

Personal apologies for any confusion. Data Protection rules are there to protect the registered owner of the email address that you use.  As explained, that's the customer account holder at the time the email address was created.

If your father is able to register with Community to provide the account holder details for Ady then please ask him to do so.

Email addresses created and shared with family members do unfortunately create compliance issues with Data Protection regulations especially if the original account holder is not always available. The fall back option in such cases is for the Data Protection team to get involved.

[pickles5]

Morning Gondola. 

I am extremely confused on this whole matter. This morning I have received a message privately from Ady telling me that because I’m not the account holder that he cannot help me when you told me that if I had the correct information from liaising with the account holder, then I’ll be able to be helped. 

I feel like this is going round in circles for a number of days now, and I actually haven’t been helped whatsoever and I am becoming increasingly agitated as I need my emails back as soon as possible due to important emails which I have missed. 

Presuming the account holder is my father, I really do not see a problem with what is going on. Is this just a case that my father needs to do this on my behalf because if this is the case then why was I not told this three days ago.

I’d like this sorted out as soon as possible please as an expectation from being a valued customer of yours for years stemming from my fathers interactions with Talk Talk. 

Thank you. 

[Gondola]

I see what you mean. If the * after the first character / fourth character didn't point to an explanatory footnote then I understand the absence of clarity in the question.

I'd wait for Ady to resume the dialogue with you as once Ady authorises the setting up of new Reset details then you'll be back in action in one working weekday. Unfortunately this may now roll over into next week if not set up on Friday. 

[pickles5]

Hi Gondola,

When logging onto the questions it did not tell me the question that required specific characters to be given - I have attached an image to show this.

 

Ady also did not specifically request the telephone password that the account holder would know.

I did message Ady back straight away to inform him, however due to him not responding and me not being able to proceed any further with the form, that is why it has expired.

I understand that all questions would be needed to be answered correctly. However, as already mentioned I am not the account holder and therefore may provide incorrect information until further support is given. I am liaising with the account holder the best I can to get all the required information, but it does not help when the form does not specify what is asking for. 

However, what is the easiest way to get this sorted quickly? 

Thank you. 

[Gondola]

Hi pickles5 

If Ady asked you for characters from your (telephone) password that would be something that the former account holder would know. Links for personal data do expire fairly quickly for security so Ady will need to send you a new PM and probably with different questions. Just a heads up that all questions must be answered correctly at the first try.

I'll let Ady know by leaving a message in his workflow.

[pickles5]

Hi Ady,

I messaged you this morning concerning a problem I had with the link that you had provided. As I mentioned this morning, the section, where it required me to give certain characters of an answer to a question had no question, and therefore I could not proceed with the form. 

whilst waiting for you to respond, which I am yet to receive, I tried to go back onto the link to see if it has been updated or changed and I now cannot open the link altogether.

Please can somebody whether that is you or somebody else who is available support me with this because I am in desperate need of recover my account due to important emails that I’m now missing out on as a result of this problem. 

Thank you

[pickles5]

Hi Ady, 

I have responded to you on private message. 

[Ady-TalkTalk]

Hi pickles5, I've sent you a personal message to obtain more information.

Ady

[pickles5]

Hi Gondola,

Thank you so much for your support. I have followed your advice and filled in my profile. I added the Talk Talk Account Holders name to the Private Notes section along with the email address requiring recovery as I did not see a specific section to input this. 

I look forward to receiving a message from Ady 🙂

[Gondola]

Hi pickles5 

Welcome to the TalkTalk Community.

I'll let Ady-TalkTalk know that your email password recovery options aren't available. Ady 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 Ady's help - 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

Ady 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.

[pickles5]

Hi All,

Thank you for your help so far and responding. I am LiamBarnes95’s partner who needs support with recovering my Talk Talk email account. 

I look forward to your response. 

Thank you 🙂

[Ady-TalkTalk]

Hi LiamBarnes95, as Gondola says we need the account holder to be registered here to help reset.

Ady

[Gondola]

OK. Just to be aware then that the registered owner of the email address will be the broadband account holder at the time the email address was created. So, as long as she knows who that is that's ok and she knows the other key details so that's good. TalkTalk Support will be able to update their records to show she is the current registered user.

She can post a request here as a reply on this topic.

[LiamBarnes95]

Hello,

Thank you for your quick response. I will get her to make an account. 

As for the questions you asked:

is she the registered owner/user of the email address in question? YES

Was she the broadband account holder at the time the email address was created? NO

Is her name the same now? YES

Does she recall the postal address at the time the email address was created and the telephone number in use at that address? YES

[Gondola]

You could be very helpful to your partner and help her to register on this Community. Best to use an anonymous Community Username not a real name. Data Protection rules require that the registered owner/user of the email address must be the person that makes the request for help and provides the answers to the security questions that TalkTalk Support will ask via Community Private messaging.

I can alert TalkTalk Support to the issue that she hasn't kept her password recovery details up to date and therefore a self-help password change cannot be achieved.

So, the first key question - but just for preparing her, don't publish any personal data here - is she the registered owner/user of the email address in question? Was she the broadband account holder at the time the email address was created? Is her name the same now? Does she recall the postal address at the time the email address was created and the telephone number in use at that address? These will all help to verify that she is the registered owner/user of the email address and therefore can be helped.