topic Re: Problems accessing email in Email

Problems accessing email

Karen188 — Tue, 21 Jan 2025 07:39:13 GMT

Someone has changed the phone number on my email account . So I can't log in with code etc . Can anyone advise ?

Re: Problems accessing email

caesarome — Tue, 21 Jan 2025 10:38:44 GMT

You should be able to use the recovery code you were advised to keep safe when you setup two factor authentication on your account.

To turn off 2FA sign in with the recovery code so at the login select "can't sign in with the code" link. You'll then be asked for the recovery code.

Re: Problems accessing email

Mark39 — Tue, 21 Jan 2025 11:23:14 GMT

I'm pretty sure that changing the mobile number involves either a Verification Code being sent to the existing number to turn off 2 step login or use of the one-time Recovery Code.

After that 2 step login can be set up again using the new phone number.

It means that whoever changed the number either received the Verification Code on the existing mobile number first. Or they had access to the Recovery Code which can't now be used again as a new Recovery Code would have been issued when 2 step login was set up again on the new number.

If that's right, @Karen188, you'll need to contact Sky and explain what has happened. They'll be able to turn off 2 step login for you, but it will take 21 days.