Unable to access my wife's email account and she's forgotten the password

[Oneeasygeezer]

My wife can't access her email account as she has forgotten her password, going through the forgotten password route it's only giving the option to send the link to reset to ******wer@talktalk.net there's no option to send it to my mobile number which she listed as a recovery option.

I’ve sent an email from my Gmail account to her TT account, and it hasn’t bounced back. I’ve also validated it with Verifalia and it’s reported as deliverable. I can confirm that I was the account holder when my wife's account was set up. 

[Ady-TalkTalk]

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

Ady

[Oneeasygeezer]

Many thanks Gondola, I'll wait to be contacted by the Support member.

[Gondola]

Hi Oneeasygeezer 

Following our exchanges of PM's I'll alert TalkTalk Support to set up new Reset details for you and your wife's email address.

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 Support - include in the Community Profile (not in these public posts):

 Account holder name, TalkTalk home 'phone number (if not Data Only broadband)

 Alternative mobile contact number. Full address with postcode (in the Location box)

 Scroll down to Private notes to add the email address needing recovery

 Check and Save changes

Select here:  Update your profile

A TalkTalk Support member will reply to this thread and then Community Private Message you to confirm your customer account details and or details related to the original registration of the email address. Also requested will be the alternate email address and mobile number for password recovery Reset details.

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.

Use the new password to access via the  TalkTalk Mail sign in check there's no Auto forward or Filter rule diverting your mail messages. Hackers set up or modify Filter rules to spy on your emails.

• Select the Main settings menu cog icon      top right on the blue header
  Select All settings from the top of the menu
• Select Mail
  Scroll down to Rules
  If you see There is no rule defined then you need go no further.
• Select the Chevron icon > to expand the Rules section and to delete a Filter rule including any Auto forward
  select the X 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.