topic Re: Not receiving emails in Email

Not receiving emails

Jules91 — Mon, 28 Apr 2025 12:46:13 GMT

I think my email account got hacked, not 100% sure, I've reset my email password bit I no longer can receive or send emails. I'm not getting any error messages. Anyone here can shed some light on this? Thanks

Re: Not receiving emails

Mark39 — Mon, 28 Apr 2025 12:48:14 GMT

I assume you can log in ok.

What happens when you try to send an email?

Re: Not receiving emails

caesarome — Mon, 28 Apr 2025 12:49:51 GMT

Account don't usually get hacked as they gain access by someone responding to a fake email saying it is from Sky.

For your issue there are a few things to check:

https://skyid.sky.com/signin/email/

Go to Settings (the screw icon on the right hand side) > More Settings > Filters and remove anything that you did not setup.

Then go to Settings > More Settings > Mailboxes > Your email address > Reply-to address

And again remove anything here that you did not setup.

Re: Not receiving emails

Jules91 — Mon, 28 Apr 2025 12:50:41 GMT

Yes have no problem logging in, I've not received any email since Saturday afternoon.

Re: Not receiving emails

Jules91 — Mon, 28 Apr 2025 12:52:05 GMT

If I go to my sent folder it I can see that the emails I've sent, just not appearing in my inbox.

Re: Not receiving emails

Mark39 — Mon, 28 Apr 2025 12:57:11 GMT

@Jules91 wrote:

I think my email account got hacked, not 100% sure, I've reset my email password bit I no longer can receive or send emails.

So actually you can send emails ok?

Re: Not receiving emails

Jules91 — Mon, 28 Apr 2025 12:58:08 GMT

Just checked, all seems ok 👌

Re: Not receiving emails

Jules91 — Mon, 28 Apr 2025 13:05:12 GMT

They send because they are in the sent folder, but they don't appear in the inbox to the address I send it too

Re: Not receiving emails

Mark39 — Mon, 28 Apr 2025 13:13:38 GMT

@Jules91 follow the instructions in @caesarome's to remove anything you didn't set up. Typically someone who has gained access to your account will change the settings so that your incoming emails etc are diverted elsewhere.

To access your email settings, you need to use either a desktop or laptop PC, or use your mobile device's 'desktop mode'.

Re: Not receiving emails

Jules91 — Mon, 28 Apr 2025 13:18:39 GMT

I've been on the desktop site and I can't see anything untoward.

Re: Not receiving emails

Jules91 — Mon, 28 Apr 2025 13:20:32 GMT

What instructions am I following?

Re: Not receiving emails

Mark39 — Mon, 28 Apr 2025 13:41:41 GMT

@caesarome wrote:

Account don't usually get hacked as they gain access by someone responding to a fake email saying it is from Sky.

For your issue there are a few things to check:

Login to your online account:

https://skyid.sky.com/signin/email/

Go to Settings (the screw icon on the right hand side) > More Settings > Filters and remove anything that you did not setup.

Then go to Settings > More Settings > Mailboxes > Your email address > Reply-to address

And again remove anything here that you did not setup.

Re: Not receiving emails

Jules91 — Mon, 28 Apr 2025 13:51:28 GMT

Yeah I've done that, nothing there that shouldn't be.

Is the reply email, my email?

Re: Not receiving emails

Jules91 — Mon, 28 Apr 2025 14:14:13 GMT

I've found them, they are going to my archive folder 🤦‍♂️ how do I change that back to my default inbox?

Re: Not receiving emails

Mark39 — Mon, 28 Apr 2025 14:21:07 GMT

Glad you've found them! Check carefully for a filter.

Re: Not receiving emails

Jules91 — Mon, 28 Apr 2025 14:29:50 GMT

No filter set up

Re: Not receiving emails

jayach — Mon, 28 Apr 2025 17:12:50 GMT

@Jules91

Are you checking for filters here?

Re: Not receiving emails

Jules91 — Mon, 28 Apr 2025 22:50:03 GMT

Yes I am 😊

Re: Not receiving emails

jayach — Tue, 29 Apr 2025 15:05:31 GMT

Difficult to think of any other reason for your emails to be going to archive then.

Do you only access your emails via the website, or do you use any apps?