on 19-10-2021 03:57 PM
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 😀
on 25-10-2021 10:39 AM
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.
on 23-10-2021 04:12 PM
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:
on 21-10-2021 03:34 PM
on 20-10-2021 06:13 PM
on 20-10-2021 01:37 PM
on 20-10-2021 08:13 AM
on 19-10-2021 04:04 PM
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:
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.
Let us know if you need more guidance.