topic Re: Two step verification in Email

Two step verification

Mickpittam — Mon, 22 Dec 2025 14:20:52 GMT

I’m not receiving a text message and can’t remember recovery code. I’ve called Sky on numerous occasions and get passed around with nobody able to help me

Re: Two step verification

Mark39 — Mon, 22 Dec 2025 14:26:59 GMT

@Mickpittam you'll have to persevere with Sky, I'm afraid. Only they can turn off 2 step verification on your behalf. It's a matter of finding an adviser who knows the process and who to refer it to.

If you later decide to reinstate 2 step verification, be sure to make a separate note of the Recovery Code to future, similar inconvenience!

Re: Two step verification

Mark39 — Mon, 22 Dec 2025 14:45:53 GMT

@Mickpittam a further thought - if you continue to get the runaround, you could raise a formal complaint. I'd suggest using the webform option. If you call to complain, it will be dealt with by the adviser taking your call, and they may be as much in the dark as the other advisers you've spoken to. The downside is that there may be a delay before your complaint is addressed.

https://www.sky.com/help/articles/how-to-make-a-complaint

Re: Two step verification

caesarome — Mon, 22 Dec 2025 16:38:35 GMT

@Mickpittam wrote:
and can’t remember recovery code. I

If you do get your access back do make sure you make a note of the recovery code as using it can allow you to turn this off and set it up. It does ask you to tick a box to say you have made a note of it when you set us 2FA.

Re: Two step verification

Mike+suggate — Tue, 27 Jan 2026 15:38:36 GMT

I no longer get a two-step verification code on my Iphone . When I check my details the phone # is incorrect. I no longer have a Sky account but I used to be able to still use Sky Mail until a week ago.

I can't change my phone # either!!

Any help would be nice!

Re: Two step verification

Mark39 — Tue, 27 Jan 2026 15:47:00 GMT

@Mike+suggate you can use your Recovery Code to turn off 2 step verification. The phone number shown in your Sky ID is not the one used by 2 step verification..

If you don't have your Recovery Code, you'll have to call Sky to get them to turn off 2 step verification on your behalf - that may not be a smooth process, II'm afraid.