topic Re: Cannot change my email password in Email

Cannot change my email password

Max99999 — Tue, 10 Sep 2024 19:32:11 GMT

Hi everyone. Well, I'm going positively mad here. My problem is that I cannot change the password for my email. Something which should be incredibly easy is becoming a herculean task.

Ok, here is the problem: After logging in to sky then going to 'manage Sky ID' then 'Edit password' the option to 'Reset your password by email' is greyed out. The other security option involves entering your last name and a memorable date. I have no idea what my memorable date is. So, given this information how do I reset my password?

A couple of additional things. I have called sky support TWICE and despite their valiant efforts they were not able to help. In addition, I am not using a VPN and I'm based in the UK. Not that these additional facts should make a difference but I thought I would mention them anyway.

So, just how can I change the password for my email? It's also a very very old email, well over 10 years old with 'sky.com' domain. Again, I don't think that should make a difference either.

Re: Cannot change my email password

jayach — Tue, 10 Sep 2024 19:39:26 GMT

You should find there is an option to reset the security question, I'll post a link later, if you can't find it.

Re: Cannot change my email password

Max99999 — Tue, 10 Sep 2024 19:49:15 GMT

Definitely no option to change the security question on 'Reset your password' page. Unless you know somewhere I can change the security question?

Re: Cannot change my email password

jayach — Tue, 10 Sep 2024 20:00:29 GMT

I'm on my phone at the moment, when I get back to the PC, I'll post a screenshot or a link.

Re: Cannot change my email password

caesarome — Tue, 10 Sep 2024 20:39:35 GMT

@Max99999

I think this is the link that @jayach is talking about:

https://www.sky.com/mydetails/sky-id/edit-security-question

Re: Cannot change my email password

Max99999 — Tue, 10 Sep 2024 21:17:22 GMT

Guys, yes but there is STILL NO OPTION to change the security question.

My only options are:

Your security question (Enter last name)

Memorable date. (I cannot remember what my memorable date is)

I have no other option available. Also, the 'reset your password by email' is greyed out. It is all very strange.

Re: Cannot change my email password

caesarome — Tue, 10 Sep 2024 21:27:32 GMT

Do you have a recovery email setup on your Sky account ?

Re: Cannot change my email password

Max99999 — Tue, 10 Sep 2024 21:43:35 GMT

I have a secondary email set up. But this is where the plot thickens. If I try to log in via this email it forces me to enter my post code before I can make any progress. Then after I enter my postcode, I get the following error message, 'An error occurred, please check the details or try again later'.

Re: Cannot change my email password

jayach — Tue, 10 Sep 2024 23:29:28 GMT

Do you see this page, when following @caesarome's link?

https://www.sky.com/mydetails/sky-id/edit-security-question

That is asking you to set a new security question and answer, not asking for the current one.

Re: Cannot change my email password

Max99999 — Tue, 10 Sep 2024 23:19:31 GMT

Clicking on that link just takes me to the main front page of sky. I would then have to sign in and would still encounter the same problems as before in trying to change my password.

Re: Cannot change my email password

Max99999 — Tue, 10 Sep 2024 23:21:05 GMT

So, I do not see that screen. In fact, I have never seen that screen, never got anywhere near seeing that screen. Things really should not be this difficult.

Re: Cannot change my email password

Max99999 — Tue, 10 Sep 2024 23:25:15 GMT

Ok, the link now takes me to the 'Sky ID' page. Which has sky ID name, sky ID email address and password... but absolutely nowhere do i see the option to change the security question

Re: Cannot change my email password

jayach — Tue, 10 Sep 2024 23:46:43 GMT

You said earlier:

@Max99999 wrote:
After logging in to sky then going to 'manage Sky ID' then 'Edit password' the option to 'Reset your password by email' is greyed out

So, if you log in here: https://www.sky.com/mydetails/sky-id with your email address and curremt password

Do you see:

Re: Cannot change my email password

Max99999 — Wed, 11 Sep 2024 00:02:17 GMT

Nope.

Clicking that link will just take me to the 'My Details > Sky ID' page. This page gives me three options: Sky ID name / Sky ID email address and Password. I see absolutely nothing else. From this page if I click the password option, it goes to the 'Reset your password' page. This is where my reset your password is greyed out. There is absolutely no option to enter a new security question anywhere.

Re: Cannot change my email password

jayach — Wed, 11 Sep 2024 13:44:50 GMT

Still not fully understanding just what you see, so lets try a different route, and add an email address so you can use that as the option for changing the password.

If you go here: https://www.sky.com/mydetails/sky-id do you see this?

The Sky ID email address is where the change password email will be sent, so if you edit that to a acceptable address (not Sky) you should be able to use that option.

Re: Cannot change my email password

Max99999 — Thu, 12 Sep 2024 00:17:08 GMT

Interesting.

Yes, I see exactly that screen with one exception. That screen presents four options: Sky ID name, Sky ID email address, password and security question. I see everything except the security question option. I only see THREE options on that screen, the ability to change the security question is just not on my screen.

Re: Cannot change my email password

jayach — Thu, 12 Sep 2024 12:54:42 GMT

So if you see Sky ID email address, can you not use the "edit email address" option to set an email address and use that to change the password?

Although it is interesting that you don't see the security question box. Perhaps you could ask Sky why that is. Just don't mention email, just say you are trying to change your Sky I.D. password.

Re: Cannot change my email password

Max99999 — Thu, 12 Sep 2024 18:59:38 GMT

Ok, when I try to edit my password, I am presented with this message:

'Your email address cannot be updated. Please try again later'

I'm not prepared to call Sky again. I have already called sky TWICE to resolve this issue. The first advisor was unable to help and she recommended I call again and speak with someone with more knowledge. The second advisor tried very hard and I was even able to create a new email address and password (for the new email address only) I was still not able to log in as I was blocked because it was asking for me to enter my post code, every time I did that it returned an error message. This has become a joke now, it is a simple password change that I'm trying to achieve and things really should not be this difficult.

Re: Cannot change my email password

Max99999 — Thu, 12 Sep 2024 19:03:30 GMT

When I try to edit my email address I should say, not edit my password. I've got bloody password on my brain now!

Re: Cannot change my email password

jayach — Thu, 12 Sep 2024 21:50:48 GMT

I can't imagine just what is wrong with your account, but I suspect only Sky will be able to cure it.

Perhaps give them one more try, but as I said, tell them it's a problem with the Sky ID, don't mention email.

However, this confused me:

@Max99999 wrote:
I was even able to create a new email address and password (for the new email address only)

Are you saying you created a new Sky email address?