topic Re: Authenticator code not being sent in Email

Authenticator code not being sent

Dawn53 — Thu, 09 Apr 2026 09:19:27 GMT

Hi is anybody else having problems getting onto sky emails on their laptop? The authenticator code is not coming through. I reported this to sky a week ago and was told it was a technical issue at their end with lots of customers and it had been escalated as high priority, and that they would get back to me. I have not heard anything and still cannot get on my emails and on top of this, today I cannot send any via my phone. I would ring them again but after spending 45 mins on the phone and speaking to 6 different people I really do not want to go down that route again unless I have to. They really have gone downhill. I really need this sorting as I am waiting for some very important emails

Re: Authenticator code not being sent

caesarome — Thu, 09 Apr 2026 09:27:59 GMT

@Dawn53

Thete are issues with this that have been reported to Sky so we are awaiting a fix at presentX

in tne mesntime to gain access to your emails you need to use the recovery code that you were asked to tick a box when setting this up to say you had made a note of it.

Re: Authenticator code not being sent

Mark39 — Thu, 09 Apr 2026 09:34:01 GMT

@Dawn53 using your Recovery Code turns off 2 step verification, so that you can log in with just your username and password.

Once this fault has,been fixed, you can set up 2 step verification again, if you wish.

Re: Authenticator code not being sent

Dawn53 — Thu, 09 Apr 2026 13:10:59 GMT

Hi thank you for your reply, unfortunately, I haven't used my recovery code for a long time and I have forgotten it. I know I should have kept a note of it but unfortunately not

Re: Authenticator code not being sent

jayach — Thu, 09 Apr 2026 13:22:39 GMT

@Dawn53

If you don't know your recovery code, you will need to contact Sky and ask them to turn off 2FA for you. It may take a while for them to action it.

Re: Authenticator code not being sent

Dawn53 — Thu, 09 Apr 2026 13:51:30 GMT

Hi Jayach this is the problem, they told me they are having technical issues with their system and it is effecting lots of customers, it stops the authenticator code going out and also stop them from turning the 2fa off. I am just clutching at straws really as I don't want to have yet another very frustrating call with them

Re: Authenticator code not being sent

Mark39 — Thu, 09 Apr 2026 14:01:18 GMT

@Dawn53 unfortunately, without the Recovery Code, the options are either to wait for Sky to fix it (we know they're still working on it) or ask them to turn off 2 step verification on your behalf - I've not heard before that the Verification Code issue prevents them turning off 2 step verification and I don't understand why it would, since turning off 2 step verification doesn't involve sending a text message to you.

Re: Authenticator code not being sent

jayach — Thu, 09 Apr 2026 14:23:05 GMT

@Dawn53 wrote:
and also stop them from turning the 2fa off.

I don't believe that is true. Since this problem started other people on here have had it turned off, and it seemed to happen pretty quickly for them

Re: Authenticator code not being sent

Dawn53 — Thu, 09 Apr 2026 14:46:43 GMT

thank you for this, that is very interesting, they definitely told me they could not turn it off as I requested it numerous times on the call. Does anyone know how I can get to the correct department to do this please, last time I was on the phone for 45 mins and spoke to 6 different people