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Talktalk email password stopped working

deacott37
First Timer
Message 6 of 6

Hi,

 

One of the email accounts within my main account has stopped working. The email account that has stopped is my wife's email.  She stopped getting emails two days ago.  she only accesses email on her Iphone and Ipad.  Both are set up to use IMAP.  Both are unable to connect to the talktalk server due to the password failing.

My wife not changed anything with the password or account for many years, and yet it all of a sudden stopped working.

I tried to reset the password using the forgot password link, and this should have sent a recovery email to my main email address, but this never arrived,  The text message recovery would not work because the last 4 digits of the number do not match either of our phones.

I then tried logging on to my main account  and use the manage email accounts and tried to reset the password of my wife's email account direct from there, but this failed because it asks you to enter the current password as part of the reset process, which is not being accepted.

 

any help on this would be very much appreciated.

Dave Eacott
0 Likes
5 REPLIES 5

Message 1 of 6

The update has been done yet. I'm going to resubmit the request even though it's early. 

 

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.


Ady-TalkTalk
Support Team
Message 2 of 6

Thanks for confirming the security information. I've raised the request to have the password reset tool updated for you. It will complete within the next 24 hours.

 

To check just intermittently go to Password Reset Tool.

 

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.


0 Likes

Ady-TalkTalk
Support Team
Message 3 of 6

Hi deacott37, unfortunately the information provided doesn't match the details we hold on system. I've resent you another verification link. 

 

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.


Ady-TalkTalk
Support Team
Message 4 of 6

Hi deacott37, I can help with this. Please reply to the personal message I've sent you.

 

 

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.


Gondola
Community Star
Message 5 of 6

Hi deacott37 

 

The symptoms indicate that the mailbox password has been discovered. 

 

I'll let TalkTalk know that the password recovery options aren't correct and may have been altered. 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 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 but probably not until next week 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 2017-2021

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