2 step verification

[Roger00]

Hi, I recently changed my mobile number, I updated it on my Sky account thinking this would also update the 2 step verification number It did not and now I can not access my Sky email account, I do not have a recovery code, I have spent hours speaking with Sky who said they will sort it, all have failed, is there any way I can turn off 2 step verification without a recovery code, when I try using the link it sends a code to my old number which I no longer have, I am now losing the plot, i just need access to export my saved emails😩

[Mark39]

@Roger00 no, without the Recovery Code, you're reliant on Sky turning off 2 step login on your behalf. It takes a few days.

For future reference, you can change your mobile number in advance using your online account manager - there's a link in Sky's help guide here: https://www.sky.com/help/sky-yahoo-mail/two-step-verif/articles/two-step-verification

Changing your phone number in your SkyID account details doesn't affect 2 step login, as you've found out, unfortunately.

If you decide to set up 2 step login again with your new mobile number, be sure to make a separate note of your Recovery Code.

[caesarome]

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@Roger00 wrote:

 I have spent hours speaking with Sky who said they will sort it

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Sadly this is does seem to be quite common as it does appear some agents just do not know the process which is why it is really important that when setting this up your follow the onscreen instructions carefully when it mentions the recovery code as you are asked to tick a box to say you have made a note of it.

[Roger00]

that's part of the problem I don't recall setting up 2 step or the recovery code, I'm at a total loss and feel like I am being strung along by the Sky representatives, I have been forced to change my email address on important contacts but just wish there was some way I could recover saved email folders

[Mark39]

@Roger00 you must have done. It's the only way 2 step login would know your mobile number. It's not taken from your Sky ID. 

The Recovery Code is displayed on screen as part of the setup process, with a recommendation that you make a separate note of it. Setup can't complete unless ypu acknowledge on screen that you've done so.

[Margaretfrostbr]

My number has not change I moved from EE but it not changed yet

[caesarome]

@Margaretfrostbr 

Your post isn't very clear to what your issue is ?

Are you saying you need to chmage your mobile numbver for the 2FA on your Sky email account ?

[Mark39]

@Margaretfrostbr see the 'how to turn off' tab in Sky's help here, to turn off 2 step verification. Be sure to do it before you lose access to your old number!

https://www.sky.com/help/sky-yahoo-mail/two-step-verif/articles/two-step-verification

You can then set up 2 step login again with your new number, when you get it

[Roger00]

Yes, I changed my number with Sky thinking this would also update 2SF, I no longer have access to my old number, I have tried speaking with Sky assistance and been promised they will change the number, they have not and now when I call them them string me along, one guy said he would help I waited and waited with no answer when he did come back on the line he pretended he could not hear me and said if you can hear me I will call you straight back, surprise he never did.

I was hoping this forum might have a way of gaining access so i can export my saved emails, I have now been forced to change email address.

Thanks for your reply 

[Mark39]

@Roger00 Sky won't change the number. All they'll do is turn off 2 step verification on your behalf, so that you can set it up again with your new number. Unfortunately it seems from many posts here that Sky advisers aren't well-versed on many aspects of their email service.

There's nothing anybody here can advise, I'm afraid, except to persevere with Sky - perhaps by way of a formal complaint. I'd suggest using the webform here: https://www.sky.com/help/articles/how-to-make-a-complaint

[JM+Williams]

Hi Roger, I am in a similar position regarding the two-step verification process, in that I did not set up a Recovery Code. My position is different in as much as I don't have a Yahoo email account, but still need to use the process to accesss my SKY account. I have used Sky for over 24 years and about one week ago was advised on logging in to Sky.com that, for increased security,in future I would be subject to this Two-Step verification, which involved  a code being sent to my mobile and me entering the code.

Earlier in the week I upgraded my mobile account which meant a new SIM, however that has meant that the verification code is not being received and consequently I can no longer able to log-on to Sky. Despite multiple calls to SKY  no one seems to be able to help, and I'm not sure thay recognise the problem.

[Mark39]

@JM+Williams setting up 2 step verification is optional. You can continue without setting it up, but the setup button is highlighted so it's easy for the unwary simply to press it.

The Recovery Code is displayed automatically on screen as part of the setup process. Setting up 2 step verification can't complete unless you tick to acknowledge that you've made a separate note of it.

I'm afraid your inability to speak to a Sky adviser who knows what to do to turn off 2 step verification is not unusual. You might fare better to formally complain. I'd suggest using the web form option here: https://www.sky.com/help/articles/how-to-make-a-complaint on the basis that if you phone to complain, you'll only get another adviser who doesn't know the process.

[Me238]

I went to write down my 2nd part of my 2 step verification code but it disappeared before I had chance how can I recover it please 

[Mark39]

@Me238 you can't finish setting up 2 step verification without acknowledging that you've made a note of the Recovery Code. It doesn't disappear.

I don't know of any way to see your Recovery Code again once set up is completed. However, you should be to turn off 2 step login via your Online Account Manager - there's a link in the help guide here.

Once you've turned it off, you can set it up again, if you wish and a new Recovery Code will be displayed for you to copy.

https://www.sky.com/help/articles/two-step-verification

[Roger00]

Thank you, I placed a complaint direct with Sky and received a reply within 24hrs, after a conversation of the phone the Sky rep said he would sort out the problem and within 3 days the 2 step verification was removed, I now have access to my emails 😀