Cannot access phone where recovery code sent - help!

[Helen80]

Hello

So. I hope someone can help. My email address ends @Sky.com but I believe this is now operated by yahoo. 

My account has been compromised and I wish to change the password and my mobile number was also compromised and I no longer use or have access to the phone number. However, when it asks me to enter the recovery code it is going to a number I have no access to and at that point it's stale mate. 

I've tried ringing sky and yahoo and have got no where. Please can someone help me to access the recovery code or speak to the right people. I need to change the password on the account ASAP. 

many thanks 

Helen 

[Mark39]

@Helen80 Sky Yahoo Mail sits on the Yahoo Mail platform, but is operated by Sky. Yahoo can't help with Sky Yahoo Mail issues as they have no means of verifying your identity.

Are you able to change your password here, without using the option to send a code being sent to your old mobile number: https://id.sky.com/enter-password# ?

[jayach]

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@Helen80 wrote:

However, when it asks me to enter the recovery code it is going to a number I have no access to and at that point it's stale mate. 

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The recovery code would have been shown when 2FA was set up, i suspect you are refering to the verification code.

The link for changing the password is https://id.sky.com/change/password/, but I suspect that will also require a verification code.

If your only problem is that you can't recieve the verification code, you will need to ask Sky to turn off 2FA for you.

If your account has been compromised, you will need to call Sky, as they will need to verify your identity.

When you call ask to be transfered to the IDM (Identity Management) team.