Hi, my email account is locked. My usual password is not recognised and neither is my security qs

[Deb+Sheehy]

Hi, my email account is locked. It is not recognising my password or security questions. 
This has been going on for a week now. 
I've tried everything, going to sky ID puts me round and round in circles trying to fix this. 
Any answers would be appreciated. 

[Mark39]

If you're unable to reset your password via the link at log in, you'll need to call Sky, I'm afraid. 

[Deb+Sheehy]

Thank you, I'll try again but I'm not able to get through, do you have a telephone number ? They are sending me links that do not work online. 

[Mark39 · Accepted solution]

If there's no phone number in the error message you're seeing, you can find one via the 'need more help' link here: https://www.sky.com/help/home

[Deb+Sheehy]

We have rang them directly and they are unable to help us. They suggested we get a new email account. !!!!
I have my tv, mobile and broadband with sky due for renewal soon.  Very unsatisfactory. 

[caesarome]

Try calling them again as the issue you have found is that no all the call handlers know how to unlock the account. When this happened to me a few years ago it was the third person I spoke to who knew what to do. It might also be worth saying that your Sky account is locked so don't mention email.

[Mark39]

@Deb+Sheehy I agree - poor. The only circumstances I can think of where Sky might not be able to help is if you have no other relationship with them other than your email account (that is, no subscription). Then they may struggle to verify your identity.

[Deb+Sheehy]

Thank you, this is the second person he has called. He's had his account 25 years. 
The problem he has is that he can't get into his ID account. Our current sky tv, broadband and mobile is in my name and his ID account is locked also. 
He's set up a new yahoo account as he needs to get some emails, it's been going for for 2 weeks. 
All really frustrating. 
Will try ringing someone again, thanks you. 

[Deb+Sheehy]

They found his identity as they had an old adddress with his email on linked to his old ID account. Agree it's hard when he doesn't have another relationship but he has a mobile account but it's through my account.
I've looked through the past forum and other people have had problems too. 

It has taken up 5 hours of my time already. We're just going to leave it, it's too hard to sort out. 
Thanks for the reply. 

[jayach]

Just to be clear, you/he can't log in here: https://www.sky.com/myaccount/my-details?

If so, yes, I think only Sky can unlock it.

[Deb+Sheehy]

Yes, we can't follow the link, but Sky have said they can't help us . We're going to ring them again as previous suggestion. 
we just need a few hours and having tried for 5 hours we'll try again another day. Thanks for your reply. 

[jayach]

Not quite sure what you mean by "can't follow the link" but what message do you get if you try to log in there, using the sky email address and password?

[Deb+Sheehy]

Sorry if I'm not clear. I've followed the link and put in my password and ID details and it isn't recognised and neither is my security question. These are the correct details. If you  ask for a link to get another password it says it will send it to the email address you can't access. 
Have been told by sky I should get another email address. 

[caesarome]

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@Deb+Sheehy wrote:

If you  ask for a link to get another password it says it will send it to the email address you can't access. 

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It should go to the recovery email address that has been set up on your account or do you not have another email address setup ?

[Deb+Sheehy]

He doesn't remember the recovery email as he set it up over 20 years ago.