Resetting password for TalkTalk community
on 21-03-2023 10:30 AM
Message 21 of 21
My partner want to raise a topic in the Community but cannot login because she has forgotten her password. She has tried the reset password option with her registered email account but nothing is being received. She's tried several times and has checked SPAM. Nothing there.
Is the reset password link working?
Labels:
- Labels:
-
Authentication
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
20 REPLIES 20
on 24-03-2023 02:19 PM
Message 1 of 21
OK thanks, apologies for any inconvenience 🙂
Chris, Community Team
Our latest Blog l Share your Ideas l Service Status l Help with your Service l Community Stars l Set your preferences
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 24-03-2023 02:06 PM
Message 2 of 21
Thanks Chris
I've created a new account now.
So this thread can be considered closed.
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 23-03-2023 12:59 PM
Message 3 of 21
I can't find any way to send the password reset email unfortunately. If you setup a new account the email address does have to be different (to the old account) but it doesn't have to be the same as the one on the billing system, they are not linked in any way.
Chris, Community Team
Our latest Blog l Share your Ideas l Service Status l Help with your Service l Community Stars l Set your preferences
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 23-03-2023 12:05 PM
Message 4 of 21
Hello Chris
I thought about that a few days ago and tried but, of course, the email address has to be unique.
So, in order to do what you're suggesting, I would need to create a new email address for her.
And that would mean it was different from the email address on her TalkTalk billing account.
Can't you or a colleague force the password change email to be generated now so I can try changing it immediately and avoiding that Token timeout message?
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 23-03-2023 11:29 AM
Message 5 of 21
I'm sorry about this but it may be easier if your partner just creates a new Community account. Unfortunately I don't know what's causing the problem with the current account.
Chris
Chris, Community Team
Our latest Blog l Share your Ideas l Service Status l Help with your Service l Community Stars l Set your preferences
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 23-03-2023 09:05 AM
Message 6 of 21
Hello Chris
No, there is no email being generated this morning but I noted several in her email inbox that were generated earlier this morning, presumably in response to multiple attempts to reset the p[password yesterday.
One mail timed 3:37 and two timed 6:37
The one from yesterday morning was timed at 6:32
So I am wondering if the process that produces these mails only runs around those times.
Whatever the mechanism, it must have a timer on it as every time I try to use the link in the email to rest the password, it just tells me that the token has expired.
If you can figure out how to manually force the email to be sent after I request a reset password, then perhaps I woudl stand a chance of doing the rest in whatever time window it allows?
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 23-03-2023 06:59 AM
Message 7 of 21
Sorry about that, could you try requesting a password reset again please and let us know if you now receive the email
Chris
Chris, Community Team
Our latest Blog l Share your Ideas l Service Status l Help with your Service l Community Stars l Set your preferences
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 23-03-2023 05:53 AM
Message 8 of 21
Thursday morning update.
Another day with a new email with a link to reset the password.
And another error message on trying to do it.
- We are unable to reset your password because the token has expired
It looks as though your system sends out the reset email during the night regardless of when the request is made and that it has a short time limit for the user to action the reset?
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 21-03-2023 01:02 PM
Message 9 of 21
OK, just looking into this, I'll get back to you when I have an update
Chris
Chris, Community Team
Our latest Blog l Share your Ideas l Service Status l Help with your Service l Community Stars l Set your preferences
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 21-03-2023 12:55 PM
Message 10 of 21
Hello again
Tried that and found a mail int he SPAM folder.
Moved it to INBOX, clicked the reset button and tried to set password but got error.
- We are unable to reset your password because the token has expired
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 21-03-2023 12:30 PM
Message 11 of 21
Thanks. Everything looks OK at our end. Could you just try resetting the password again and check spam and trash folders if the email doesn't appear
Chris
Chris, Community Team
Our latest Blog l Share your Ideas l Service Status l Help with your Service l Community Stars l Set your preferences
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 21-03-2023 12:26 PM
Message 12 of 21
Yes. Done that now.
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 21-03-2023 12:05 PM
Message 13 of 21
Could you add the name on your partners Community account to the private notes section of your community profile
Thanks
Chris
Chris, Community Team
Our latest Blog l Share your Ideas l Service Status l Help with your Service l Community Stars l Set your preferences
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 21-03-2023 11:58 AM
Message 14 of 21
OK thanks, I'll take a look now
Chris
Chris, Community Team
Our latest Blog l Share your Ideas l Service Status l Help with your Service l Community Stars l Set your preferences
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 21-03-2023 11:57 AM
Message 15 of 21
Hello Chris
No. That's the problem I was trying to raise.
She doesn't remember her password and the reset password link is not sending a link to her email account.
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 21-03-2023 11:47 AM
Message 16 of 21
OK thanks, can you log in with that name, or reset the password?
Chris
Chris, Community Team
Our latest Blog l Share your Ideas l Service Status l Help with your Service l Community Stars l Set your preferences
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 21-03-2023 11:45 AM
Message 17 of 21
@TOCTOC and @Chris-TalkTalk,
It looks as though the name is Lanthinum.
Gliwmaeden2, a fellow customer.
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 21-03-2023 11:33 AM
Message 18 of 21
OK thanks, has she posted on the Community previously?
Chris
Chris, Community Team
Our latest Blog l Share your Ideas l Service Status l Help with your Service l Community Stars l Set your preferences
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 21-03-2023 10:53 AM
Message 19 of 21
Hello Chris
Lanthium
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 21-03-2023 10:45 AM
Message 20 of 21
Hi TOCTOC,
What is your partners username?
Chris
Chris, Community Team
Our latest Blog l Share your Ideas l Service Status l Help with your Service l Community Stars l Set your preferences
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content

Related Content
- VOIP via TalkTalk and CityFibre in Fibre
- Email server settings of a TalkTalk email domain in Email
- Attaching an Alternative email addr via TalkTalk webmail, for renewing the p'word of a TT email addr in Email
- Back Again with a Internet Speed Problem in Full Fibre
- CallSafe de-activated after reinstatement of Caller Display in Home Phone