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No valid email recovery details

ianmack
First Timer
Message 3 of 3

I have not found how to resolve a forgotten email password recovery situation. 

 

The recovery details are unfortunately setup as the email I cannot access and a mobile number I no longer have.

 

I can login to my Primary User Account, but cannot change email password from there, as it requires the original password.

 

Telephone support cannot change the email password for me, or send any link to do so. 

 

Is it really the case, that without valid recovery details, the email account is no longer accessible, desoite being able to login to my primary customer account?

 

Is there any solution to this? 

I have seen other posts with similar situations but have not discovered if/how this was resolved.

 

TIA

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2 REPLIES 2

Ady-TalkTalk
Support Team
Message 1 of 3

Hi ianmack,  I can get the password reset details updated for you. I've sent you a personal message to obtain 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 ianmack 

 

It's very easy now you're here in Community.

 

I'll let TalkTalk know that the password recovery options aren't current because you haven't kept them up to date. 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 and get your alternate email address and mobile number.

 

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. Of course with a weekend and Bank Holiday coming up it might not be until Tuesday / Wednesday before you can use the Forgotten password reset.

 

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.

 

GondolaVolunteer 2017-2022

  Like below to appreciate my help . . . Mark as solved  Accept as Solution

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