Hacked account

[Nicola109]

My email account has been hacked and is sending out spam. 

I have tried to reset my password numerous times however it keeps defaulting back to the original password.  It seems that something strange is happening when I am trying to reset my password and I am questioning the authenticity of the password reset page.

I am unsure where to go for help so any advice would be much appreciated.

[caesarome]

This is the password reset page you should be using to do this:

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

[Nicola109]

Thank you - when I select reset via email I never get the email through and if I try and answer the security question it keeps failing.  I then get sent back to the home back and go round in a loop.

[caesarome]

Do you have a recovery email address setup on your accounts as this is where the reset email will be sent to.

[Nicola109]

I do but nothing is coming through (either in inbox or junk),  I think whoever has hacked it is doing something in the background which is stopping everything going through as it should

[Nicola109]

This is the change password link I had tried (as well as the link you had shared previously). I get emails to say the pw is successfully changed but the new pw wont ever work and the old one keeps working... 

[caesarome]

You are on the Yahoo webpage as you can see from the address is inyour bar, you need to logout of that and use the one I posted earlier as it should take you to the sky page to reset the password.

[Nicola109]

Thanks @caesarome  - i've tried on both but no luck - the emails dont come through and the security question just fails...

[caesarome]

Are you able to access this link:

https://www.sky.com/mydetails/account-info

If so is the correct email address shown here as that is where the reset email should be going.

[Nicola109]

Thank you - it did have a really old email account linked which I no longer have access to which explains why I wasnt getting the emails.   I've updated it and tried again to change the password however I get this error message:

[caesarome]

Try logging out then logging back in.

[Nicola109]

@caesarome you are a living legend, thank you!!! 

Is there any way I can check if the account is still compromised in any way? There was a lot of spam sent out from it so I'm nervous that someone can still access it.

[caesarome · Accepted solution]

@Nicola109 

Login to your online account:

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

Go to Settings > More Settings > Filters and remove anything that you did not setup.

Then go to Settings > More Settings > Mailboxes > Your email address > Reply-to address

And again remove anything here that you did not setup.

If you have had to make then logout and change your password:

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

You might want to give some thought to setting up two step verification as per this:

https://www.sky.com/help/home/sky-yahoo-mail/two-step-verif/articles/two-step-verification