Cannot change my email password

[Max99999]

Hi everyone.  Well, I'm going positively mad here. My problem is that I cannot change the password for my email. Something which should be incredibly easy is becoming a herculean task. 

Ok, here is the problem:  After logging in to sky then going to 'manage Sky ID' then 'Edit password' the option to 'Reset your password by email' is greyed out. The other security option involves entering your last name and a memorable date. I have no idea what my memorable date is. So, given this information how do I reset my password?

A couple of additional things. I have called sky support TWICE and despite their valiant efforts they were not able to help. In addition, I am not using a VPN and I'm based in the UK. Not that these additional facts should make a difference but I thought I would mention them anyway. 

So, just how can I change the password for my email? It's also a very very old email, well over 10 years old with 'sky.com' domain. Again, I don't think that should make a difference either. 

[jayach]

You should find there is an option to reset the security question, I'll post a link later, if you can't find it.

[Max99999]

Definitely no option to change the security question on 'Reset your password' page. Unless you know somewhere I can change the security question? 

[jayach]

I'm on my phone at the moment, when I get back to the PC, I'll post a screenshot or a link.

[caesarome]

@Max99999 

I think this is the link that @jayach is talking about:

https://www.sky.com/mydetails/sky-id/edit-security-question

[Max99999]

Guys, yes but there is STILL NO OPTION to change the security question.

My only options are:

Your security question (Enter last name)

Memorable date.  (I cannot remember what my memorable date is) 

I have no other option available. Also, the 'reset your password by email' is greyed out. It is all very strange. 

[caesarome]

Do you have a recovery email setup on your Sky account ?

[Max99999]

I have a secondary email  set up.  But this is where the plot thickens.  If I try to log in via this email it forces me to enter my post code before I can make any progress. Then after I enter my postcode, I get the following error message, 'An error occurred, please check the details or try again later'.   

[jayach]

Do you see this page, when following @caesarome's link? 

https://www.sky.com/mydetails/sky-id/edit-security-question

That is asking you to set a new security question and answer, not asking for the current one.

[Max99999]

Clicking on that link just takes me to the main front page of sky. I would then have to sign in and would still encounter the same problems as before in trying to change my password. 

[Max99999]

So, I do not see that screen. In fact, I have never seen that screen, never got anywhere near seeing that screen. Things really should not be this difficult. 

[Max99999]

Ok, the link now takes me to the 'Sky ID' page.  Which has sky ID name, sky ID email address and password... but absolutely nowhere do i see the option to change the security question

[jayach]

You said earlier:

@Max99999 wrote:

After logging in to sky then going to 'manage Sky ID' then 'Edit password' the option to 'Reset your password by email' is greyed out

---

So, if you log in here: https://www.sky.com/mydetails/sky-id with your email address and curremt password

Do you see:

[Max99999]

Nope.

Clicking that link will just take me to the 'My Details > Sky ID' page.  This page gives me three options: Sky ID name / Sky ID email address and Password.  I see absolutely nothing else.  From this page if I click the password option, it goes to the 'Reset your password' page. This is where my reset your password is greyed out. There is absolutely no option to enter a new security question anywhere. 

[jayach]

Still not fully understanding just what you see, so lets try a different route, and add an email address so you can use that as the option for changing the password.

If you go here: https://www.sky.com/mydetails/sky-id do you see this? 

The Sky ID email address is where the change password email will be sent, so if you edit that to a acceptable address (not Sky) you should be able to use that option.