Reset password e-mail never arrives

[Frank+Williamson]

Bought my wife new phone but Outlook will not connect for e-mails.

We have tried the password reset, but it never sends an e-mail (she can access the e-mails on her old phone as we haven't wiped the data yet (thankfully)

We need to reset the password, so we can generate the app password (xxxx xxxx xxxx xxxx)

I am also the main acocunt hoklder for the account and yes, I do have the authority from her to talk to Sky.

[Mark39]

No need to reset your password. Just enter the generated password in the Outlook setup for Sky Yahoo Mail.

[Frank+Williamson]

can't generate it, if you can't log in to sky

[Mark39]

Ah OK. You should have two reset options. Are you able to use the alternative, memorable data option instead of the reset email?

[Frank+Williamson]

that doesn't work either.

i can e-mail my wife's sky e-mail and so can everyone else, just not from Sky

[jayach]

Password reset emails will not go to the Sky email address. (for obvious reasons)

They will go to the alternative email address on the account.

You can change the recovery address or add/change a security question here:

https://www.sky.com/myaccount/my-details

Of course if you have genuinely forgotten the password, and haven't set up the recovery options, you will need to contact Sky.

[jayach]

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@Frank+Williamson wrote:

I am also the main acocunt hoklder for the account and yes, I do have the authority from her to talk to Sky.

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That means nothing, the emails accounts are completely separate from the Sky account.

[Frank+Williamson · Accepted solution]

Strange. just logged into Sky with the same password as yesterday and now everything is sorted. must have locked account for 24 hours

generated the app password and e-mails now on her new phone. really needs to do better at remember her own passwords. I have about 50 of my own including work to remember 😁

[Frank+Williamson]

Also the security question is now setup as well

[Mark39]

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@Frank+Williamson wrote:

Also the security question is now setup as well

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It certainly wouldn't have worked, if one wasn't set up!

[Frank+Williamson]

we haven't done a password reset. we locked the account for 24 hours. then we set the security question / answer when it let us back in