topic Re: Recovery Code in Email

Recovery Code

Terry12345 — Wed, 11 Mar 2026 16:55:02 GMT

Hi I wonder if anyone can help me I keep getting locked out of my Yahoo mail account. It has two step verification which its keeps sending to my mobile ending in 55 which was removed from the account so there is no account associated with that number so it doesnt send the code.The recovery code that I set up 17 years ago is long gone. Is there anyway round this I need to access this and I am sick to death of trying and going round and round in circles.I am so sick of Sky and there constant signposting to links and chat bots that take you round and round in circles.If I do manage to get access it locks me out again after a couple of weeks and wont let me change anything because it keeps saying it is sending codes to the 55 number and nothing arrives. No it isnt the phone.

Re: Recovery Code

caesarome — Wed, 11 Mar 2026 16:58:19 GMT

@Terry12345

You can't have setup a recovery code 17 years ago as this 2FA proccess only started at most 2 years ago if not less.

When you set this up there was a screen where you had to tick a box to say you had made a note of this recovery code so if you didn't do this then you will have to ask Sky to do this for you which can take up to 14 days. Don't let them tell you to go to Yahoo as they can not help with a Sky email account.

Re: Recovery Code

Terry12345 — Wed, 11 Mar 2026 17:20:07 GMT

The account was set up 17 years ago and I assumed that the recovery code was given to me then otherwise I have no clue where I would have got it from would it have been an email? How do I ask Sky to do it? I have been trying to sort it out for months and just keep going round and round in circles

Re: Recovery Code

Mark39 — Wed, 11 Mar 2026 17:24:55 GMT

@Terry12345 wrote:

The account was set up 17 years ago and I assumed that the recovery code was given to me then otherwise I have no clue where I would have got it from would it have been an email? How do I ask Sky to do it? I have been trying to sort it out for months and just keep going round and round in circles

I don't think 2 factor authentication was even a thing 17 years ago!

You would have set it up by clicking on the highlighted button when you logged in at some point. The Recovery Code isn't emailed to you. It's displayed on screen, with a recommendation (that you have to acknowledge via a tick box) that you make a separate note of it.

If you don't have the Code the only way to sort it out is to call Sky, as @caesarome posted and ask them to turn off 2 step verification on your behalf.

Re: Recovery Code

jayach — Wed, 11 Mar 2026 23:58:25 GMT

@Terry12345 wrote:
Hi I wonder if anyone can help me I keep getting locked out of my Yahoo mail account. It has two step verification which its keeps sending to my mobile ending in 55 which was removed from the account so there is no account associated with that number so it doesnt send the code."snip" If I do manage to get access it locks me out again after a couple of weeks

It's a bit difficult to follow just what your problem is.

If you have 2FA set up, you won't be able to access the email without the verification code. (assuming you are accessing via a browser)

Yet you give the impression you can get in sometimes.

Is that correct?

Re: Recovery Code

Lmg — Fri, 03 Apr 2026 11:00:35 GMT

This is happening to me except I haven't changed my number. i am just not receiving the verification code. I have wasted 2-3 hours in last few days. wiating for a call now from Dessie who has promised to sort it.

one person I spoke to even suggested I close my account.

i just want to change my address details. Shouldn't be that difficult.

Sorry this isn't any help to you.

Re: Recovery Code

caesarome — Fri, 03 Apr 2026 11:10:25 GMT

@Lmg

What is happening when you sign in with the recovery code ?

Re: Recovery Code

Lmg — Fri, 03 Apr 2026 11:12:40 GMT

I have never had a recovery code. i have never needed one and don't know how too get one. I have asked various operatives they don't seem able to tell me.

Re: Recovery Code

caesarome — Fri, 03 Apr 2026 11:17:22 GMT

@Lmg

When setting this up on your account you were shown a recovery code onscreen that you had to tick a box to say you had made a not of it so you could continue setting up 2FA.

Re: Recovery Code

Lmg — Fri, 03 Apr 2026 11:22:51 GMT

I don't recall thsi at all. Don't even recall setting up a two step verification but its now saying theis has been cancelled because I could,t enter the code I had never received.

I am still receiving bill notifications and other text messages from Sky Including one today of a promise of a call which has't materialised and i've been waiting over an hour now. So frustrating. Thanks for your imput.

Re: Recovery Code

Splurger1 — Fri, 03 Apr 2026 12:05:56 GMT

I am also having an issue with 2 step verification. I am trying to get a PAC code to leave sky mobile. The 2 step verification says it's sending the code to my number but nothing arrives. I phoned sky who couldn't sort it and said it would take up to 72 hours for a response. Ironically, they said they would text me the response which seems obsurd 🤷‍♀️. I tried the rescue code route but that just sent me round in circles. Very frustrating experience. I think they have a technical issue which they aren't sorting very quickly.

Re: Recovery Code

Mark39 — Fri, 03 Apr 2026 12:17:22 GMT

@Splurger1 yes, Sky have acknowledged an issue which they're working on. See their post here in a similar thread: https://helpforum.sky.com/t5/Email/Not-getting-verification-codes-for-login-to-email/m-p/5245153#M107644

Re: Recovery Code

Mark39 — Fri, 03 Apr 2026 12:20:48 GMT

@Lmg wrote:

I don't recall thsi at all. Don't even recall setting up a two step verification but its now saying theis has been cancelled because I could,t enter the code I had never received.

To confirm - are you trying to access your Sky Yahoo Mail account?

Re: Recovery Code

jayach — Fri, 03 Apr 2026 12:41:01 GMT

@Lmg wrote:
I don't recall thsi at all. Don't even recall setting up a two step verification but its now saying theis has been cancelled because I could,t enter the code I had never received.

I am still receiving bill notifications and other text messages from Sky Including one today of a promise of a call which has't materialised and i've been waiting over an hour now. So frustrating. Thanks for your imput.

You are posting in the email forum, which is for people with problems with Sky email.

Your other posts seem to indicate the code you are not receiving is a proof of identity code because you wish to make changes to your account.

The root cause of you not getting your codes may be the same, but it is not an email/2FA code, which is what this thread is about.

Re: Recovery Code

Lmg — Fri, 03 Apr 2026 13:13:01 GMT

It's the root cause, that is the problem and the inability of Sky to resolve issues.

Re: Recovery Code

Terry12345 — Fri, 03 Apr 2026 17:04:28 GMT

I have been with Sky for 17 years mainly because of any issues are dealt with promptly and efficiently and how reliable the service is. I am leaving now for the reason that none of the above now apply. I have spoken to Customer Service at least 8 times and been passed around to various departments. The problem remains even though each one has assured me they have sorted the issue. I can not log directly onto Yahoo as it says it is sending messages to mobile ending in 55, I have access to this phone and nothing comes ever. I can go to Yahoo and log in through the recover my account that sends a message to my 619 mobile as the other phone was removed from the account supposedly.

I cannot make any changes to my account on the Sky portal as it sends to 55 and no way to change it or get a Recovery code that -The customer service don't seem to know what A Recovery code is. Several of them have told me the 55 number is not on the account and indeed when they go through the security procedures they need the 619 number.

I cannot access Yahoo mail at all on my phone as it says it is sending the security number to 55 again which never arrives and when I try to log in directly via Yahoo recovery it still says it is going to the 55 number.

I have wasted hours and hours talking to customer services all of whom say they have fixed it and have not even sending emails asking if I want to close my complaint which I said I did not and they did anyway.

I am now in the process of looking for an alternative supplier. I cannot see an end to the issues and Sky's customer service is terrible now. Well done Sky for making things a million times worse as far as customer service is concerned.

Re: Recovery Code

Mark39 — Fri, 03 Apr 2026 17:12:03 GMT

@Terry12345 wrote:

The problem remains even though each one has assured me they have sorted the issue. I can not log directly onto Yahoo as it says it is sending messages to mobile ending in 55, I have access to this phone and nothing comes ever. I can go to Yahoo and log in through the recover my account that sends a message to my 619 mobile as the other phone was removed from the account supposedly.

I'm assuming you mean logging into Sky, or Sky Yahoo Mail not Yahoo. Yahoo is completely separate.

I cannot make any changes to my account on the Sky portal as it sends to 55 and no way to change it or get a Recovery code that -The customer service don't seem to know what A Recovery code is.

The Recovery Code is displayed on screen when you set up 2 step verification. Setup can't complete until you've comfirmed making a note of it.

Several of them have told me the 55 number is not on the account

They're correct - it's not. It's the number you gave when you set up 2 step login.

and indeed when they go through the security procedures they need the 619 number.

I cannot access Yahoo mail at all on my phone as it says it is sending the security number to 55 again which never arrives and when I try to log in directly via Yahoo recovery it still says it is going to the 55 number.

That would be correct.

I have wasted hours and hours talking to customer services all of whom say they have fixed it and have not even sending emails asking if I want to close my complaint which I said I did not and they did anyway.

I am now in the process of looking for an alternative supplier. I cannot see an end to the issues and Sky's customer service is terrible now. Well done Sky for making things a million times worse as far as customer service is concerned.

Sky are aware of the Verificati9n Code non-receipt issue affecting some customers and are working on a fix.

Re: Recovery Code

Lmg — Fri, 03 Apr 2026 18:06:32 GMT

I have got absolutely no where and just keep going round in a loop z I am now going to write to the Sky complaints address in Livingston. I shall send by Royal Mail Tracking and demand compensation for the time wasted and frustration caused by. Not least waiting for a call today for several hours after I received a text to expect it.
if no resolution I shall take my complaint to Cisco.

Re: Recovery Code

jayach — Fri, 03 Apr 2026 21:25:34 GMT

@Terry12345

During your many calls to Sky, have you asked them to turn off 2FA for you?

Re: Recovery Code

Terry12345 — Fri, 03 Apr 2026 23:05:28 GMT

The 55 number is the original number on the account it was changed to the other and the 55 removed which i assume is the problem somewhere in the system it has been removed from login when talking to customer service and my lap top log in to Sky Yahoo mail but not the actual Sky web site to change anything. Both phones are Sky and I have access to both phones.