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Password Suddenly 'Incorrect' but No Changes Have Been Made

First Timer
Message 5 of 5

Good morning,


I need some assistance with a email address that for some reason has become inaccessible please.  I am receiving a 'Password Incorrect' error when using either an email client (Outlook) or attempting to log in via webmail.  As far as I am aware there have been no changes made to the password so don't quite understand what's happened?


The reset password route is problematic as the 1st recovery email address is the one that I can't access and the 2nd is a legacy email address that I no longer use.


I spent some time yesterday with online support trying to resolve the issue but unfortunately have not managed to do so.  We managed to register for 'My Account' but have not been successful in adding the email address to the account as that requires the password to be entered which again results in a 'Password Incorrect' error.


I think I have added all the relevant details to my profile and would be grateful if somebody could assist with the password recovery so I can access my email account again.


Many thanks.





Message 1 of 5

Thank you Ady - I think I've answered those questions now

Message 2 of 5

Hi votocopy, sorry for the delay in getting back to you. I've sent you a personal message to obtain more information. 



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.

First Timer
Message 3 of 5

Thank you very much Gondola - I'll await contact from TT Support then.

Community Star
Message 4 of 5

Hi votocopy 


I'll let TalkTalk know that the password recovery options aren't available because they're out of date. A TalkTalk Support member will need to verify you as the registered email user and set up your password recovery new 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 Mail Support by including in your Community Profile:

  • Your name, current home 'phone number (if available). An alternative (mobile preferred) contact number. Full address with postcode (Location)
  • Scroll down to Private notes to add the email address needing recovery, other notes etc
  • After checking and updating, 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. And when you do get 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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