Can’t access my sky email.! I noticed when trying to send an email that it said I needed to renter m

[Gromitruby]

Tried to access my email and it states I need to renter password but then won't let me enter it and says I need to call sky. Made a call to sky and they said they needed an ipm/idm from a sky account I had over 20 years ago with my ex husband??? I don't have any of this so they have said I can't get my email back without it? Any ideas? Can I get access back to my emails please 

[Mark39]

If you're using an email app, are you able to log in OK here? https://www.sky.com/signin/email

[jayach]

Are you able to log in here with your Sky email and password?

https://www.sky.com/myaccount/my-details

[Gromitruby]

No it just says encountered a problem and call this number? 

[caesarome]

Was it this link that you can't access:

https://www.sky.com/myaccount/my-details

[Gromitruby]

Yes I tried this link, the yahoo app and also my usual email app it just says to call as encountered a problem. I called and spent an hour on the phone and he said I need a code from a sky account I had over 20 years ago 😭

[caesarome]

Did you ask them if they can send the code through to your mobile instead as that would seem to be away round it if they could do this.

[Gromitruby]

They said I need to provide this code but I have no idea what is as it was my ex hisndans acvount fro over 20 years ago 

[jayach]

it sounds like something has triggered a security alert on your account. If you are unable to pass their security questions, you are unlikely to get the account unlocked.

[caesarome]

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@Gromitruby wrote:

They said I need to provide this code but I have no idea what is as it was my ex hisndans acvount fro over 20 years ago 

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It used to be the case that they would unlock it for you, as they did with me when this happened a couple of years ago on my account but it does appear that now they will send you this code as somebody else posted about the very same issue a week or so ago.

[CJBSkool909]

Is there any way this could be escalated by a user on this group at all? We've had similar issues in the past which was terrifying as we needed access to administer financial accounts 😟

[Mark39]

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@CJBSkool909 wrote:

Is there any way this could be escalated by a user on this group at all? We've had similar issues in the past which was terrifying as we needed access to administer financial accounts 😟

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I'm not sure they would be any point, as the end user would still have to pass security, which seems to the stumbling block here.

[jayach]

I agree with @Mark39 , but I have escalated "just in case" they can help, but ID problems really have to be dealt with over the phone.

Look out for a "request to chat" bubble.

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to Gromitruby.

[Mr+Flibbles+86]

We are still looking to help you. If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks