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.

[Mandisa-TT]

I understand, I have added notes on your account.

[Heathertoes]

Hi, That's fine if they contact me direct, as long as it isn't by email!!!

[Mandisa-TT]

@Heathertoes 

Thanks for getting back in touch. I’m really sorry that you’re still experiencing this issue.

I’ve followed up again on your case today. It is still with our case management team, and I’ve asked my manager for an urgent update so we can move this forward for you.
 

Please note that the case management team sometimes contacts customers directly with updates or next steps, and they don’t always notify us immediately. If they have attempted to reach you, it may come via email or phone.

[Mandisa-TT]

Hi @Heathertoes I will check for an update and get back to you shortly. 

[Heathertoes]

Hi

Is there any update on this, it was escalated to your manager 3 weeks ago and I have heard nothing, thanks

[amahle-TT]

Thank you @Gliwmaeden2, hi there @Heathertoes the issue has been escalated kindly bear with us as we are waiting for an update.

[Gliwmaeden2]

@Heathertoes. there won't be any headway made with this over the weekend. 

Staff are on here Monday to Friday, daytime only.

[Heathertoes]

I still haven't receiced a resolution to my email problem.  What is happening please?

[Mandisa-TT]

Hi @Heathertoes 

Thank you for the update. I’m sorry to hear that you’re still unable to log in and are not receiving the password reset link via email or phone.

I’m escalating this matter to my manager so we can get this resolved for you as quickly as possible. I’ll keep you updated as soon as I have more information.

[Heathertoes]

Good Morning

I still cannot log in to my email and I am still not getting any reset password link sent to my alternate email or phone number 

[Mandisa-TT]

I’ve checked the status of your case, and it has not yet been actioned by our case management team. Because the request was submitted on Friday, the 1‑working‑day turnaround time only started counting from Monday, as weekends are not considered business working days. 

Your request is still within the expected processing timeframe, so please allow until tomorrow. Once the full working day has passed, please try to reset your password again using the “Forgot my password” option — your updated recovery details should be available by then. 

If you’re still unable to reset your password tomorrow, please contact us again and we’ll be happy to explore additional options to assist you.
 

I sincerely apologize for the inconvenience this delay has caused.

[Mandisa-TT]

Hi @Heathertoes I'm sorry to hear that, I will look into this for you.

[Heathertoes]

Good Morning, I still cannot access my emails.  I received no recovery email or txt message to my alternative details which I provided.

[Mandisa-TT]

I have updated my post, you need to try within the next 24hours.

[Mandisa-TT]

Thank you so much for the details, I have completed a webform for you for our case management team, Please allow up to 1 working day for this request to be processed. Once the 24 hours has passed, try to change your password again by clicking on 'forgot my password' and your new recovery details should be available to use.

If your recovery details have not been updated after 24 hours, please contact us again.

[Mandisa-TT]

Thank you. Kindly provide your email address and mobile number in a Private Message, and I will complete a webform on your behalf to assist with recovering your emails.

[Heathertoes]

yes

[Mandisa-TT]

Do you have an alternative email address we can use to set as your recovery email address?

Yes
No

[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