Log in problems

[spaarks11]

When I try log in to Community and enter access code I get message "Your email address has not been recognised".

I have tried customer support but all they could suggest was I wait 24 hours and clear my cache/cookies. That didn't work.

I am only able to post this message because I have kept the page open since the last successful log in over a week ago.

[spaarks11]

Thanks.

It is the only way I can get logged in.

[Billx]

Hi, @spaarks11 ,

Usually,  but in an emergency, if you can't do it directly, you can login to MyAccount first, then login to the Community, and then click the avatar. You'll then be logged in to the community. You can then disconnect from MyAccount.

Bill

[DJI_MINI_2_SE]

That's not how it works for me.

[spaarks11]

It occurs to me that you may have to be logged in to your TalkTalk account before logging in to Community?

[spaarks11]

Yes I guess so.

[Chris-TalkTalk]

And you are still able to post because you've kept this page open?

Chris

[spaarks11]

OK, on Opera I get same as Chrome. After entering the code, my email address is not recognised.

I can log onto My TalkTalk Account on both browsers, but not the community.

Is my password for community the same as for my account?

[Karl-TalkTalk]

Hi

Can you try another browser such as Opera browser and see if that does the same.

Thanks  

Karl. 

[spaarks11]

Thanks for the info.

The continuous login is on a PC and Firefox browser. Even when I close the tab and open it again.

Chrome browser gives "Sorry, your email address is not recognised.

My mobile, a Samsung A15 also gives same message.

[fr8ys]

@spaarks11 it would be interesting to know what device and browser you are using on your open connection.

I and @Gliwmaeden2 have been looking into this over the last year or so with the Forum Manager, but have found no consistency on this. You either stay logged in or you don't.

Here, for info is what I have found works, and doesn't for me.

PC - no browser I've tried will keep me logged in. As soon as the tab is closed i have to sign in again.

Phone (Pixel 7a) only the Opera browser will keep me logged in and this varies from around 6 hours to 12 hours. I have to log in every morning.

And now for the biggie. Amazon Fire HD8. I have not been disconnected for weeks! For this to happen I have had to accept all cookies. If I don't do that I'm disconnected each time I close the browser. I very occasionally have to sign in but having already accepted cookies, I stay logged in for extended periods.

I've tried various combinations of browsers and accepting cookies on other devices, but only found the above works for me.

If you have something that works for you, I'll feed it back, but this doesn't answer your core question of your email address not being recognised, which I will leave @Chris-TalkTalk  to raise.

Have you though, tried different browsers and as mentioned it might help Chris to know what device and Browser you are using when you can't log in?

[Gliwmaeden2]

I find it's anything from a few hours to up to 10 days. Erratic. 

[DJI_MINI_2_SE]

@Billx 

Same here Bill i don't know what the time out is but if I don't post for a couple of hours I have to use a code number sent to my email to log in again.

[Billx]

Hi @spaarks11 

I have not heard of being able to be permanently connected to the TalkTalk Community website.

I get disconnected after a few hours

Bill

[Chris-TalkTalk]

Hi spaarks11,

I can't see anything that could be causing the problem. I'll ask the Community Manager to take a look but they won't be back until Monday

Chris