Password recovery

[PhilGee65]

Hi, please can someone help? I have forgotten the password for one of my email accounts and have no alternate contact information set up, so the only option the password reset function is offering is to send an email to the account I can't access. After a very long telephone call with tech support yesterday, they said they had added my mobile number as an alternate and that it would become active within 24 hours. I'm still waiting, as yet nothing has changed. Please could someone check that the mobile number has been (or will be) added, or advise me what to do if not? Thank you.

[ClareAnne]

Hi Phil. I hope you are keeping well. I did finally manage to get my father's email recovery details updated. It took six attempts, so it was extremely frustrating. However, at least we know it can be done, but I've no idea what was done differently on the sixth attempt. Very best of luck, ClareAnne

[Ady-TalkTalk]

Hi Phil, I've sent you the PM again. 

Ady

[PhilGee65]

Thanks @Gondola, much appreciated.

[Gondola]

Hi Phil

My last escalation to TalkTalk was on 7 July. I'll push a reminder in to the TalkTalk workflow again.

[PhilGee65]

Hi @ClareAnne, I'm sorry for the slow reply - life has been getting in the way again 🙂 My email access isn't resolved yet - I've just sent a reminder message to ask what I need to do next, so I hope that may trigger some action. I'm sorry to hear you're having such a frustrating time too - it seems like it should be such a simple thing to resolve. I'll let you know if I hear anything. Phil

[ClareAnne]

Hello Phil. Did you manage to have your email recovery details updated? In the past week, myself and another lady, Margaret, have both posted in the Community the same issue that you experienced. My father hasn't been able to access his email for over three weeks. TalkTalk have updated the recovery details five separate times and told us to wait 24 hours. Each time nothing works. If you could confirm if your issue was resolved then it will give me hope that there is a solution out there. Thank you for your time, ClareAnne

[Chris-TalkTalk]

Hi Phil,

I've sent you a PM

Chris

[Chris-TalkTalk]

Hi PhilGee65,

I'll send you the link again now

Chris

[Gondola]

Links for personal data do time-expire for security. I'll ask Ady to message you again. If you don't get a message today it's going to be next week.

[PhilGee65]

Hi Ady,

The link you sent by PM doesn't work for me - displays momentarily then changes to a 'Something went wrong.' page. I've added an alternate email address as Gondola suggested in their previous message. Thanks for picking this up so quickly 🙂

[PhilGee65]

Thanks again Gondola!

[Ady-TalkTalk]

Hi PhilGee65, I've sent you a personal message to obtain more information. 

Ady

[Gondola]

I'll ask TalkTalk Support to pick up this topic. Put your email address in your Community profile > My Settings > Personal Information > Scroll down to Private Notes, enter the email address and then hit Save Changes.

You'll be contacted here first and then by Community Personal Messaging, that's also accessed via your avatar top right, when signed in, by selecting the envelope icon. They'll require an alternate active email address and mobile number to set up the password recovery reset details.

[PhilGee65]

Hi, please can someone from TalkTalk Support help me out? Still no other options showing except the original email address.

Thank you in advance 🙂

[PhilGee65]

Thanks, Gondola 👍

[Gondola]

The Reset password now button in the help article  Changing your email password will take you to password reset and recovery. Just keep trying a couple of times each day.

If the email address is still active on the TalkTalk Mail platform and TalkTalk Technical Support have set up password recovery, as they promised, then you can send your mobile a 6-digit code to authorise a password reset.

If you don't see a mobile number option in addition to the email address you cannot access then you'll need to wait until TalkTalk Support return to this Community next week and they'll set up your alternate email address and mobile for you.