Not received any emails for past two weeks

[drcymru]

Hello

I'm writing this on behalf of my Mum. She's not recieved any emails on her sky account for the past two weeks (and she has been sent plenty). She's asked me (as the account payer) to see if I can find out what the matter might be.

I'm reasonably computer literate but live about 200 miles away from my mother.

Any help/ pointers etc. very gratefully recieved.

Thanks

Gareth (on behalf of Jill)

[caesarome]

How does your Mum access her emails @drcymru does she an app on your phone or PC perhaps or does she login to her online email account at Sky.com ?

[jayach]

Sky have recently  started upgrading accounts so they require  higher lever of authentication. (after quite a few months of not doing it)

 If you are able to access her account here:https://skyid.sky.com/signin/email, but not via a client/app, then that is the problem.

If you let us know how she usually accesses her account, we can tell you the best way forward, but it will probably be using a generated app password, instead of her account password.

https://www.sky.com/sky-yahoo-mail/manage-apps

[drcymru · Accepted solution]

Hello

I've managed a work around. She was accessing email via an app on her Ipad. I've manged to talk her through logging in through a browser and she  now has up-to-date emails. (not bad for a 91 year old)

I'll try uninstalling and reloading app next time I'm there.

Thank you.

IGareth