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Reset Secondary Email Address Password

Message 13 of 13

Hi,

I am trying to reset the password for a secondary email address on my talktalk account. Although I am the main account holder and can assess my emails, my wife has forgotten her password for her email address which is a secondary one on the account. If I try to change the password via the ‘Manage Mail’ service acknowledging I don’t know the current password, the system seeks to send the password recovery email to either the very talktalk address I can’t assess, or to a recovery email which has been added by a third party, suggesting the email address has been previously hacked. Any ideas how I can get the secondary email back up and running would be most welcomed. Thanks 😀

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12 REPLIES 12

Message 1 of 13

Hi Dazzler-in-the-shire, I've requested the update of the password reset tool. The change will complete within 24 hours. You can check for the change by going to Password Reset Tool intermittently. 

 

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.


Message 2 of 13

TalkTalk will verify your user data to make sure it matches to what's on record for the registration of the email address. 

 

If that's ok then new password recovery reset details will be authorised and set up within 24 hours in the working week. 

 

Check the forgotten password process to see if your reset details, assuming you've given those already, are present and correct. The forgotten password link is on the TalkTalk Mail sign in page or there's a Reset password now button in the help page:

 Changing your email password

GondolaVolunteer 2017-2021

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Message 3 of 13

Hi,
Just wondering what the next steps are, having respond back to the security questions? What should I be looking out for next messagewise?

Thanks! 

Message 4 of 13

Hi Dazzler-in-the-shire,


I've sent the PM again with the link to the security questions


Chris

Message 5 of 13

Ady hasn't sent the PM from workflow. The process does appear to fail sometimes. I'll push a request into their workflow to get that PM to you.

GondolaVolunteer 2017-2021

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

Message 6 of 13

Hi Gondola,

 

Thanks for the advice but still having trouble. Sorry. As per the attached screenshot, my message box is empty? Talk Talk Screenshot.jpg

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Message 7 of 13

Select your avatar top right of this page when signed in to Community and having cleared the cookies message if present. Then select the envelope icon to see Personal Messages.

GondolaVolunteer 2017-2021

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

Message 8 of 13

Hi,

Apologies for being a bit thick, but how do I access a personal message? I can’t see a message from you in 

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Message 9 of 13

Hi Dazzler-in-the-shire, I've sent you a personal message to get 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.


Message 10 of 13

Thanks for the updates. I'm expecting you to get a TalkTalk response here tomorrow. 

GondolaVolunteer 2017-2021

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Message 11 of 13

Hi Gondola,

Thanks for the quick response and have updated the info as suggested.

The weird email address hinted at in the recovery page is *******guy@gmail.com

Gondola
Community Star
Message 12 of 13

Hi Dazzler-in-the-shire 

 

What is the email address hinted at that's in the password recovery reset details?  You're going to need new reset details set up so have a mobile number and alternative email address ready.

 

I'll let TalkTalk know that the password recovery options aren't available. 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 Mail Support by including in your Community Profile:

  • Your name, current TalkTalk 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 the 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 2017-2021

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