email login issues

[Heathertoes]

I was logged out of my email overnight on my phone.  I attempted to log back in and it said wrong password.  I attempted on my laptop but it said wrong password even though I have it stored.  I clicked on the link to reset my password and I know that I have recovery phone number but I have not received a message link.

I know that no one has hacked my email as I have a strong password.  Can anyone help.

[Heathertoes]

Yes

[Mandisa-TT]

Do you have a mobile number that we can use to set as one of your recovery methods for your email?

YesNo

[Heathertoes]

I have tried this numerous times it does not work and it doesn't give me any options only to enter the email I am having trouble with and it will send me a link, which has never arrived through email or telephone number.  This is the same no matter what provider I use, Chrome, Google, Bing on my laptop, tablet or work laptop

[Mandisa-TT]

Please attempt to complete the recovery details process again but choosing an alternative method, so you have tried both sending a code to your mobile phone and sending an email link to an alternate email address.

[Heathertoes]

No

[Mandisa-TT]

Do you see a message when trying to log into your email account that says "For security reasons we have blocked your account…"

Yes
No

[Mandisa-TT]

Thank you

[Heathertoes]

Hi

They have been checked and there is no recovery email 

[Mandisa-TT]

Hi @Heathertoes please checks on your spam or junk folders.

[Heathertoes]

Hi

No I didn't receive the recovery link to my messages or my alternate email address

[Mandisa-TT]

Please confirm if you are able to use Google Chrome and if yes, 
 

1. please go to www.talktalk.co.uk and click on Mail.
2. Select Forgot your Password?
3. Forgot Password Page
4. Enter your Email Address
5. Click Send Reset Link
6. Check Your Phone or Alternate Email Address
 

Let me know if you do receive the recovery link.

[Mandisa-TT]

Thank you for all the information.

[Heathertoes]

Both are impacted 

[Mandisa-TT]

Which of your email access methods is impacted by the problem you're experiencing?
TalkTalk Webmail / Through the TalkTalk website
App or Program on your device
​​​​​​​Both (TalkTalk Webmail and Apps or Program)

[Heathertoes]

Both

[Mandisa-TT]

Let me know how are you accessing your email service. Are you using the TalkTalk webmail ( https://apps.talktalk.co.uk/appsuite) or using an App or Program from your device?
How are you accessing your email?
TalkTalk Webmail / Through the TalkTalk website
​​​​​​​App or Program on your device
Both (TalkTalk Webmail and Apps or Program)

[Mandisa-TT]

Thank you.

[Heathertoes]

Done

[Mandisa-TT]

Please could you DM (Private Message) me your full talktalk.net email address that you are query

Do not post this information publicly on the thread.

[Mandisa-TT]

Thank you.