TT E.mail on IPad suddenly stopped working

[Chrisrowe22]

This is about my Dads account, not mine. 
He accesses mail on Apple tablet and phone using the Apple native app. 
This week he suddenly started getting the message “incorrect address or password”

He definitely hadn’t changed the password, he doesn’t know how! I tried to help, but when I looked at the account recovery details neither the phone number or email address are recognisable to him. 
I had a long online chat with support asking to reset the recovery details, which they said they would, but it’s been 30 hours since that and nothings happened. 
He’s 88 years old, and not in the best of health and I don’t know what I can do next to help him. 

[Ady-TalkTalk]

It may well happen. Especially if its the fraud team handling it. 

Ady

[Chrisrowe22]

Not yet. Somebody is supposed to call this afternoon while I’m with him, but I have a low expectation of that happening. 

[Ady-TalkTalk]

No. Have they helped sort your dad's stuff out?

Ady

[Chrisrowe22]

The alternate Email address didn’t work Ady, I tried to set up Dad with a community profile, but the system said no!

I’ve sent you a private messsage with all his details. 
Thanks

[Chrisrowe22]

I’m seeing him tomorrow so I’ll find the account number and get him registered over the weekend and pick this up again Monday. Thanks so much for your help Ady, I really appreciate it. 

[Ady-TalkTalk]

 No he can register with any address and then change later if he so desires. If you have POA over the account. Send me a personal message with the account number so that I can verify.  Or just have him register and send me a personal message with the affected email address, an alternate email address and a mobile number to setup the password reset tool.

Ady

[Chrisrowe22]

I do have power of attorney. He also has a Gmail address. I assumed that he would have to register with his TT address?

[Ady-TalkTalk]

Do you have power of attorney for his account? Or can you create a Gmail address to use to register so that we can fix his tt one?

Ady

[Chrisrowe22]

Thanks Ady, the problem is, when he tries to register, or logintor the community, a verification code gets sent to his Email address which is the account he can’t currently access!
Can you suggest a way to get around this please?

[Ady-TalkTalk]

Hi Chrisrowe22, the first job then is to run a good quality AntiVirus and Malware scanner on all of his internet connected devices. If and when those are clear he'll need to reset the password. I can help, but he has to be registered on here with his own account and to send me a personal message with the affected email address, an alternate address and mobile to send the password reset messages to. 

Ady

[Chrisrowe22]

Thanks for taking the time to reply. All details now complete. I’ll wait patiently!

[Gliwmaeden2]

First complete your own community profile, @Chrisrowe22.

Go via your avatar; settings; drop down menu....complete Personal Information. 

Add your Dad's details and the email address affected in Private Notes, at the end of that section. 

Scroll down to find the button to SAVE CHANGES. 

Staff will respond during the day (Monday to Friday).

Any notification emails are from a No Reply address, so just follow up on this thread.