SKY EMAIL PROBLEM

[Kramm]

Hi,  

I was using my email yesterday, and was suddenly locked out.

All of a sudden my email password which is 100% correct doesn't work anymore.

Now, when I try to reset my password, the page asks for security questions and the answers are correct but no luck; and also it sends the reset email to a second email, which I have no idea. If the reset email link is being sent to the current email - I'm trapped in a loop.

Any help is much appreciated.

Does anyone have any idea what has happened?

[caesarome]

No idea why this has suddenly happened but the reset email should got to whatever recovery/communication email you have set up on your account so if you can access it then it should be the only showing via here:

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

[jayach]

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@Kramm wrote:

Now, when I try to reset my password, the page asks for security questions and the answers are correct but no luck; 

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Does that mean you believe the answers to be correct, or it does?

Are you able to log in here? https://www.sky.com/mydetails/sky-id

If you can, try setting a new security question, or add a different email address, and then use one of those to reset the password.

[Kramm]

Hi, thanks for getting back to me.

Nice suggestions but no real luck as I can't get into my account without my password (which is correct).

I was on the phone to sky yesterday and they suggested I make a second Google email accouny and send the email-password-reset link there. However, it doesn't give me the option to change where the email link will go.

[Kramm]

I have no idea what my "recovery email" is. I did try an old year from years ago but no luck.

[caesarome]

@Kramm 

It should be on this link I posted for you:

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

[jayach]

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@Kramm wrote:

Nice suggestions but no real luck as I can't get into my account without my password (which is correct).

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Still not clear about this.

Are you saying if you try to log into Sky here: https://www.sky.com/mydetails with what you believe to be the correct password, it says it is wrong? 

[Kramm]

Oh, I see what's happened...

I'm on a second account right now - which is why I can post on this forum.

The main email that I'm trying to get into requires me to sign in to access that link you posted. It will go straight to a "sign in" page, and to reiterate, my password no longer works.

Thanks for the replies everyone.

[jayach]

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@Kramm wrote:

The main email that I'm trying to get into requires me to sign in to access that link you posted. It will go straight to a "sign in" page, and to reiterate, my password no longer works.

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And just what is the error message?

[Kramm]

Hi. There is no error message. 

It just won't let me sign in. Basically, I was using my email one night and then I was suddenly signed out. When I try to use my password -it suddenly doesn't work. 

Very bizarre and very frustrating.

[Kramm]

I think: even worse, when I try to reset my password it sends the email reset link to god knows where. It's certainly not going to my second email.

Also, the security questions (name of first street) are seemingly incorrect as well. Trust me, I know exactly the name of my first street.

All of this makes me think I've been hacked.

[caesarome]

Are you able to acces this link to see if your secondry email address is correct:

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

And this one to view and change your security question:

https://www.sky.com/mydetails/sky-id/edit-security-question

[twilight+princess]

You didn't happen to reply to an email asking you to upgrade your account otherwise it would be closed? If so then that's why you can't access the account or know of the recovery email - as it has been changed by the scammer.

You may have to contact Sky to have them change the password.

If not then ensure the caps lock &/or number lock isn't active when entering the password.