Yahoo Email Hacked and Locked out of Account

[LouiseSummers]

My Mother has been locked out of her Yahoo! email account; it appears that her password and also her security questions have been changed making it impossible to get access again.  Who do we contact to retrieve her account?  Where is the best place to start?

[Mark39]

What exactly is the error message when your mother tries to log in?

[LouiseSummers]

There isn't an error message, it says incorrect username or password, so when we go to reset the password it asks for her last name and answer to the security question, only for it not to recognise her surname and asks for a question that she hasn't been asked before (and also not provided). We wonder if someone has got in and changes her password plus added this security question, could this be possible?

[caesarome · Accepted solution]

Can she login in here:

https://www.sky.com/myaccount/my-details

[LouiseSummers]

Thank you, this worked!! It came up with a new question. I appreciate your help!!