topic Re: 2 step verification - New mobile number in Email

2 step verification - New mobile number

Scottgreilly — Thu, 03 Apr 2025 22:01:04 GMT

I've got a new mobile number and cannot get passed the 2 step verification. I cannot remeber my security code.

I've called the help line and they were rude and useless.

Anyone know a way of recovering email access without old mobile number

Re: 2 step verification - New mobile number

Mark39 — Thu, 03 Apr 2025 22:28:51 GMT

If you didn't make a note of your Recovery Code as Sky recommended, you'll have to call Sky to ask them to turn off two step verification on your behalf. It may take a few days.

Re: 2 step verification - New mobile number

Scottgreilly — Tue, 08 Apr 2025 15:00:17 GMT

Thanks for reply. I've called the customer support twice and they have failed to complete the number update. Even though they have told me that's it in progress

Re: 2 step verification - New mobile number

Leebra — Mon, 18 May 2026 15:55:38 GMT

Hi Scott

did this work for you?

I'm having the same problem now, so I'm locked out of my emails.

Re: 2 step verification - New mobile number

Mark39 — Mon, 18 May 2026 16:03:36 GMT

@Leebra Sky will turn off 2 step login for you, if you ask. You can then set it up again with your new number, taking care to make a note of the Recovery Code when it's displayed

Re: 2 step verification - New mobile number

Leebra — Mon, 18 May 2026 16:06:06 GMT

Thank you @Mark39

do you know which number is best to call?

the 5 times I've called over the weekend, I seem to be getting passed from pillar to post 🤦🏼‍♂️

Re: 2 step verification - New mobile number

Mark39 — Mon, 18 May 2026 16:22:59 GMT

@Leebra there's no best number, I'm afraid. All calls go to the next available customer services adviser.

Unfortunately it's evident from previous posts here that not all advisers are well-versed in Sky Yahoo Mail procedures. It seems to be pot-luck whether you're put through to one who knows what form is required to pass on the request to the back office team who actually carry it out. If you continue to have no luck, I'd suggest raising a complaint using the web form here: https://www.sky.com/help/articles/how-to-make-a-complaint

Re: 2 step verification - New mobile number

Leebra — Mon, 18 May 2026 17:37:27 GMT

I called earlier and the chap was very helpful, completed a form and said the team can take upto a week to complete the procedure, so fingers crossed it goes through. Sounds positive so far 🤞

thanks

Re: 2 step verification - New mobile number

Mark39 — Mon, 18 May 2026 17:42:36 GMT

@Leebra wrote:

I called earlier and the chap was very helpful, completed a form and said the team can take upto a week to complete the procedure, so fingers crossed it goes through. Sounds positive so far 🤞

thanks

Sounds promising!