topic Compromised secondary email in Email

Compromised secondary email

Wendy23076 — Mon, 02 Mar 2026 14:29:28 GMT

Hi. Over 20 years ago when you could gave 9 users on one sky.com email, I set up my Sky account, with my sky email address as primary, husband and daughter as secondary/authorised.

Fast forward and she's now all grown up, and has a Sky account of her own, using the same email address.

Recently, daughter's email has been hacked. The only way she can change her password is by using the "forgotten password" link. When she logs onto her Sky ID she can get to the details page, but the Edit password, manage devices etc don't work. When clicked on, nothing happens. At one point the name on her Sky account had been changed to a man's name, she of course changed it back.

She's changed her password via the forgotten password no end of times, set up two step verification, and still this mystery person is getting into her emails. Using info gleaned from her emails he's ordered stuff from Very, and various other online places, as he's been able to sign in with her details. He's used forgotten password links, changed the password, then gone shopping. Fortunately he hasn't actually got away with anything as she's noticed all his attempts and contacted the sellers in time, but he's just not giving up. Could it be that because her the email address she's using on her Sky account is a secondary one on my account, that's why she can't change her email password on her Sky account?

When I log into my Sky account/ID, I can see her as an authorised user, but there is no option for me to change her passwords etc. The only option I have is to remove her. If I remove her as an authorised user, will that delete her email account? Or will it "free up" the security of her email address and allow her to edit it on her own account? She doesn't want to lose the email address as she's had it over 20 years.

Any help appreciated, it's driving us mad.

Re: Compromised secondary email

jayach — Mon, 02 Mar 2026 15:02:47 GMT

Sorry to hear of her problems.

Although you originally created her email account, it is completely separate from yours so if you remove her as an authorised user her account should become a guest one, which will have no affect as far as the email is concerned.

You seem to suggest both your daughter and this other person are able to change the password on the email account, which is difficult to understand, as changing the password usually requires knowledge of the answer to the security question or access to the recovery email address.

Is she able to log in here: https://www.sky.com/mydetails/sky-id and if so can she change both the password and the security question as that should lock the other person out of the account.

Unfortunately, it won't lock them out of the email itself, because if they have setup an app password Sky have removed the ability to administer those.

Re: Compromised secondary email

AmandaB5 — Wed, 08 Apr 2026 10:15:35 GMT

Wendy, the exact same thing has happened to us....did you get to the bottom of it?