Email problems on my mobile phone

[weepee]

Recently my emails have stopped appearing on my mobile phone (removed)  but I am still receiving them on my laptop.. On my phone, I was told to log out and log in again. When I tried to log in I was asked to enter my password. As I said I had forgotten it,  a message "Bad Decision" appeared with a reference number. No "box" appeared to enter a new password, along with one to confirm it.

As I am deaf I cannot use the phone so any reply has to be by chat or email. (removed)

Moderator comments: removed personal details

[Mark39]

@weepee you've posted on a public customer forum so for your own protection, the personal details you included have been removed. As customers here, we can't reply by email or chat, but we'll do our best to help

As you can log in via your laptop, there's no issue with your Sky Yahoo Mail account, so this must be related to the app you're using on your mobile. Which app is it?

[caesarome]

@weepee 

So the issue is that you login to the Sky website on your phone but have forgotten your password, if so are you using this link to change the password:

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

[jayach]

Also, how are you accessing them on the laptop? Webmail via a browser or app/client?