I have been unable to access my email and the two step verification is not working.

[Amanda08]

On 3 April my email was hacked. Sky locked my email following a call for security reasons. I was advised to call back after 2 days. I have made 23 calls and several complaints and still the two step verification will not work. It sends a code to my email that is locked! It will not let me log in by using a memorable date (error message says I have tried too many times!). The complaints department advised the Sky team to remove the two step verification. I was told after 23 days this was finally done but yesterday I was still getting the same message. I am so stressed over this as I am awaiting urgent emails. Any advice welcome 

[caesarome]

The 2 step verification code should be sent to a mobile phone and not an email address.

Since they told you that the account has been unlocked have you tried resetting the password via this link:

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

[Mark39]

The two-Step Verification code is sent by text message not by email, so this doesn't sound like a two Step Verification issue. Removing 2 Step Verification won't therefore fix it.

If this is a Verification code required by Yahoo, a few other Ccommuniry members have had the same issue which appears to require communication between Sky and Yahoo to fix.

[Amanda08]

---

@Amanda08 wrote:

On 3 April my email was hacked. Sky locked my email following a call for security reasons. I was advised to call back after 2 days. I have made 23 calls and several complaints and still the two step verification will not work. It sends a code to my email that is locked! It will not let me log in by using a memorable date (error message says I have tried too many times!). The complaints department advised the Sky team to remove the two step verification. I was told after 23 days this was finally done but yesterday I was still getting the same message. I am so stressed over this as I am awaiting urgent emails. Any advice welcome 

---

Thank you for this info, I will mention to the complaints team who were supposed to call me back today

[Amanda08]

Yes I have tried resetting and initially a code was sent by text. But now I don't even get this far. It requests my memorable date and then the message says I have entered too many times. Try again tomorrow. This has been happening for 25 days

[caesarome]

What happens if you try to login to this link:

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