I'm not receiving emailed passcode when I try to log in to the community

[Woody179!]

I've been trying to reply to my post in the community for about 4 hours, but I am not receiving the emailed passcode, I managed to reply by logging into my TalkTalk account first which bypassed the security code.

[Woody179!]

It's now working fine again by passcode.

[Woody179!]

Hi @ferguson , I use Outlook 365. Even though the emails do arrive eventually, the page where you enter your email address (Stage 1) does not go to the next page where you can enter the passcode anyway. So even though I do get the emails after a while, it still is not working. It's just done this now, I tried refreshing, looking at last 6 months of TalkTalk emails but nothing, had to log in via my TalkTalk account instead.

[ferguson]

@Woody179! 

Which email service/client are you using? I very occasionally have this issue of a delay and in my experience the passcode comes through almost immediately, or not at all. If I find more than around a 15 second delay I click on the resend option then lo and behold, two arrive at the same time. It is a workaround of course and not as it should be, but just something else to try. 

[Gliwmaeden2]

It's just an ordinary search for anything from Talktalk in my Yahoo mail, @Woody179!.

It will show up all recent correspondence from Talktalk. 

If that doesn't work "search older emails" does work (ironically, as it's new).

It shows up with the full tally at the head of the list for 6 months .... 12 months.... etc 

If I don't do that I might be waiting for ever and it's not worth the waste of time.

[Woody179!]

@Gliwmaeden2 , I refresh my inbox to pull in new emails, but how do you plug in a search for 6 months of emails from TalkTalk? Do you mean you search in your inbox for the last 6 months of emails from TalkTalk? If so I've done similar.

[Gliwmaeden2]

@Woody179!, when my passcode seems slow to arrive, I plug in a search for 6 months of emails from Talktalk and it draws it into my inbox immediately. I occasionally have to push it to 12 months of emails, but it does seem to work to produce the email with the passcode within the 10 minute time frame. 

Better than sitting around waiting. 

Some people use the option via My Account for it to be sent by Text, but that's only as good as the text service ..... I've sometimes received texts days after they've been sent!

[Woody179!]

Just received the emailed passcodes - they took nearly 4 hours to arrive!

[Gliwmaeden2]

@angelique-TT, it's not supposed to be the only correct way.

It should be straightforward simply using the forum log in with an email address that is the same as the billing address and receive a one time pass code. 

People shouldn't have to log in via My Account. 

Not sorted.

[angelique-TT]

Accessing the community forums through MyAccount is the correct way. Please continue accessing it like that, thanks 🙂

[Woody179!]

No, this only happens when I try to access the community forums without logging into my account, I can log into my account fine and once in I can access the community forums without having to wait for an email.

[angelique-TT]

Is this happening when trying to log into MyAccount ?

[Woody179!]

Yes that's correct, I add my email address and the click on ok, page just refreshes and I get the stage 1 prompt to enter the email address again - usually auto filled after my first attempt.

[angelique-TT]

Hi there, so just to confirm you are adding your email address however you are not receiving the passcode? 

[Woody179!]

Hi @angelique-TT , spoke to soon, now doing it again, a box pops up saying step 1 add your email address, but I can't get past it, click on okay it just displays the same again.

[angelique-TT]

Please don't hesitate to chat back should you require any other assistance. Thank you for contacting TalkTalk. Goodbye 🙂

[fr8ys]

Ok. Thats good news. Thanks for letting us know.

[Woody179!]

Working fine again now.

[fr8ys]

This appears to be happening to a few other customers and you have found the work around advice being given to others.

I will escalate this thread for staff to take a look.