Cannot access Sky Yahoo mail due to not being able to reset password

[Boycott80]

My mum has Sky Yahoo Mail. She has not been updating her password at all. She cannot now access her mail. When she tries to reset her password she is taken to a security question. When she inputs her answers it states an incorrect answer. 

 Speaking to tech support we have been told there is no option to reset password via mail due to not updating password regularly and if the security answer is wrong then the account is lost. There is lots of really valuable information that she needs from there. 

Is there any way to unlock this at all? 

[caesarome]

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@Boycott80 wrote:

She has not been updating her password at all.

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Not quite sure what you mean by that so what happens when she logs into this link to access her online email account:

https://skyid.sky.com/signin/email/

[Mark39]

Does your mum still have a Sky subscription? I don't understand the need to update her password regularly. I haven't changed mine for several years. Resetting should take her either to her memorable information or to send a reset link to the secondary email address she should have previously given. Not clear either why Sky can't reset her password for her.

[Boycott80]

The option to send to a 2nd email address is not available. Was told this was due to her not updating her password.

 The memorable question comes back saying incorrect answer to the question. 

[caesarome]

And why is she trying to change her password and can she access this link to change her email address:

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

[Boycott80]

This is for Sky Yahoo mail rather than Sky account. Apparently as she has not updated her password recently sending to a new email address is not an option. (this cannot be selected when appears) 

[caesarome]

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@Boycott80 wrote:

This is for Sky Yahoo mail rather than Sky account.

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While we understand that she should be able to access that link to see her back up email address that can be changed there if needs be.

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@Boycott80 wrote:

Apparently as she has not updated her password 

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You keep saying this but haven't explained why this is so important and why not doing so is causing these problems. I have changed mine for a few years and don't have any issues so why is this not changing her password an issue ?

[Boycott80]

According to tech support if you do not update your password then the option to reset via sending to different email address is not an option. This is true as it is not able to be selected as an option on password reset page. 

[caesarome]

That is a new one on me,  I presume it is this link that is being used to reset the password:

https://skyid.sky.com/resetpassword/

[Mark39]

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@caesarome wrote:

That is a new one on me, 

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And me. Not sure I necessarily believe it to be correct.

I don't understand why customer services can't help providing they can confirm the accountholder's identity - unless they no longer have a subscription hence the question I raised earlier.

[jayach]

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@Boycott80 wrote:

According to tech support if you do not update your password then the option to reset via sending to different email address is not an option. 

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I suspect some bull**** there.

[jayach]

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@Boycott80 wrote:

My mum has Sky Yahoo Mail. She cannot now access her mail.

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I don't believe you have said what happens when she tries.