Unable to login to Everymail despite subscribing

[cabinessence2]

Hello, I subscribed to Everymail on 18/7/2025 and received two emails the same day confirming the subscription and the direct debit.

However, I am unable to login to Everymail, but I can still login to TalkTalk, although I can no longer send emails. There is still a red banner telling me I need to subscribe!

i am unable to login to Everymail My Account and have tried resetting my password, but still doesn’t work. I can still login to TalkTalk Mail Manager though, which still shows that I need to subscribe.

The direct debit is also showing in my bank account, ready for the first payment due after the month’s free trial.

I have tried to contact Everymail support, but it won’t let me chat to a live person as it says I need to subscribe first and there are no alternative methods to contact Everymail.

I have been waiting patiently for 3 weeks, hoping that Everymail would have resolved the glitch by now, but I now need to urgently respond using my TalkTalk email.

Please can you escalate this.

Attached are screenshots showing the problem.

Thank you.

Rachel

[Lorrainef]

Understand Rachel, I am sorry we've not been able to get the conclusion you wanted. We did explain everything fully to Everymail but unfortunately we could not influence their decision.

[cabinessence2]

I spent far too many hours going round in circles with Neverymail bots, before finally speaking to humans on this forum, so I’m not going to waste any more time doing that.

All boxes were ticked when I applied and the only mailbox that didn’t migrate was the one to receive the two subscription confirmation emails, so that absurd argument won’t hold.

If you have no influence in being able to persuade them to fix their error, then I will have zero chance.

It would have been so much easier to just switch to a reputable email service like gmail from the outset.

Rachel

[Lorrainef]

Hi Rachel,

Yes I can confirm that they cannot link them. Their stance is that one of the tick boxes wasn't completed on sign up hence the need to register the second one, on a separate subscription. Were you thinking that once it was set up you could link them, then pay just the one subscription?

Have you tried since to get on to the chat link with Everymail ? Whilst both email addresses are up and running you should be able to chat with them.

[cabinessence2]

Hi @Lorrainef I had assumed that the problem with getting them relinked was that one mailbox had moved over to Everymail’s system, whereas the mailbox that failed to migrate still resided under TalkTalk’s system. Now that both mailboxes are under Everymail’e jurisdiction, it is inconceivable that they cannot be linked.

As it is impossible to communicate with Everymail, if you are absolutely certain that they are unable to relink the mailboxes, I am going to get both direct debits refunded under the direct debit guarantee, as it is a clear service failure, as both mailboxes were linked before the migration.

Before I contact my bank, please will you confirm that there is no possibility of Everymail linking the two mailboxes.

Rachel

[Lorrainef]

Hi Cabinessence I'm sorry if there's been some mis-understanding, we cannot link them together, unfortunately, that's why they had to be done under 2 different subscriptions. We tried to get them too but Everymail were unable to.  

When I referred to 'link this email' on my previous post I meant, link this email to a new Everymail subscription.

[siphosethu-TT]

Okay, I've also escalated the matter hoping will get feedback soon.  I'll get back to you as soon as hear from the team. Thanks

[cabinessence2]

Yes, our two family linked accounts somehow got split when I subscribed to Everymail. @Lorrainef was helping to relink them via the Everymail project team and advised that the only way to relink them was to subscribe a second time, which I did (so have two subscription direct debits to Everymail!) and then they could be linked. She said she would make sure it all went through this time and on 26 August she said she had messaged the project team and would update when she hears back.

[siphosethu-TT]

Since you've mentioned that you successfully subscribed to Everymail I take it you've received comms asking you to sign up, correct? Thanks

[siphosethu-TT]

Hi there @cabinessence2, I'll have this looked into for you please bare with me. Thanks

[cabinessence2]

Morning @Lorrainef It’s over 2 weeks, and my accounts should be linked by now, but they are not. Please will you check why it hasn’t been done yet?

Thank you for your help.

Rachel

[Lorrainef]

No problem, Rachel and thank you for letting me know. I've messaged the project team this afternoon and they will link in with Everymail. Will update on here as soon as I hear back.

[cabinessence2]

Hi @Lorrainef 

As you say that the only way to link my email is to sign up again, I have now done this, reluctantly agreeing to pay the unfair £100 for two direct debit subscriptions, both coming out of the same bank account!

Thank you for offering to make sure it goes through with Everymail. Please will you confirm when they have linked my email to the other account.

Rachel

[Lorrainef]

Hi @cabinessence2  I'm sorry for the delay, I now have an update. 

From our side we can see 2 accounts, with emails attached this is what was sent over to Everymail. In addition, when signing up, there were 2 tick boxes that needed to ticked, Everymail are relatively sure that only one was ticked which is why some email addresses were set up but not this one (as they have seen similar issues). They project team discussed the fact that the confirmation came through to that email address, which they acknowledged but also said that those 2 boxes would have needed to be ticked, to make sure all emails were signed up. They have now changed  the page to make this more obvious, they also cannot see any technical glitch that would have caused emails to be split.

We also asked them about being able to link the account which they've said they cannot do and, you'd need to sign up again to link this email. I appreciate that this would be a second cost, but they have said that's the only way.  

I apologise that this has happened and the time it's taken to get to the bottom of it. This decision sits with Everymail so there is nothing further we can do from our side, at this point. I'm sorry it's not better news.

if you do choose to sign up we'll check in with Everymail to make sure it all goes through correctly this time.

[Lorrainef]

That's OK, I've gone back to the project team to see if we can get Everymail to link them, will let you know as soon as I hear back.

[cabinessence2]

Yes, there is no reason why it wouldn’t have been selected, especially as that mailbox received the subscription confirmation. Unfortunately, I didn’t screenshot the subscription form, as I wasn’t expecting it to go so badly.

[Lorrainef]

So, we think, right now that the only way that could have happened is it was missed when you had to select which email addresses to move over? Was it definitely selected? I will see if we can check from Everymail's side.

[cabinessence2]

Thanks @Lorrainef That is correct. The email addresses were actually split over three different broadband accounts until 2018. Sometime after then, TalkTalk introduced TalkTalk Plus for non-broadband customers, but allowed non-broadband mailboxes to be ‘protected’ by adding them to an existing broadband account. The two Tiscali accounts and rms******@TalkTalk.net were added to pnb*****@TalkTalk.net’s TalkTalk My Account.

These accounts have remained linked until subscribing to Everymail, when a technical glitch has somehow split the mailboxes into two. You would have thought that the glitch should have split them back into 3 groups?

However, it cannot be right or fair that you are now saying that we now need to pay two subscriptions to retain our 5 family email addresses.

Surely, Everymail can relink the accounts? I would be ok subscribing again temporarily to attempt to get all accounts within Everymail’s control.

Thank you for your help.

Rachel

[Lorrainef]

Thanks Rachel, we've spoken to Everymail and they know what's happened. I'll send you a private message as I'll need to talk to you about email addresses etc.

[cabinessence2]

Thanks @Lorrainef I have followed the subscription link, and I am offered another 30 day trial, but only one mailbox is shown - the 4 linked mailboxes are not there. Please see screenshot.

Do you want me to subscribe again?

Rachel

[Lorrainef]

Thanks Rachel, so Everymail have apparently made some changes to the sign up process to make things clearer, it looks a small number of other customers have also had the same/similar issue.

Can you do me a favour and follow the subscription link one more time and we'll see if we can get any joy from that.  I've got the project team on the pitch here with me too so they are giving us some advice.