Sky email - Reset your password

[Carolanne75]

My husband is trying to acess his sky (yahoo) email account.  But it is not recognising his password.  We have tried to reset his password but the code is being sent to an eail account that we do not recognise.  I have contacted sky, but they have just asked me to call Action Fraud Team and all I need is the code sending to his mobile or my sky email address.

This email address is not one of ours... - 

Enter the 6-digit code we’ve sent to:

a****p@yahoo.com

[jayach]

@Carolanne75 

It sounds like someone has gained unauthorised access to the account and changed the settings.

Can he access his account here: https://www.sky.com/mydetails with his email address and password. 

If not call Sky again and tell the that he can't access his Sky account. After confirming his identity, they should allow access again, and once that is done the email should be accessable with the same details.

Good Luck.

[Carolanne75]

We have done all the password resets you can think of. I am not in a chat with sky and they are escalating this as nothing is working. Thanks for your reply, but we have already tried all the ways you have suggested.

We wait to see if the escalation and complaint sky have raised will help!

[caesarome]

@Carolanne75 

What happens when this link is used:

https://www.sky.com/mydetails

[Carolanne75]

It takes me to my account not my husbands account. He needs to be able to access his email account. But the password code reset is emailing to the account we are trying to gain access to. Or it sends to the a***p@yahoo.com which is not an email account we have.

[twilight+princess]

If 2 factor authentication is enabled on your account then use the recovery code shown during setup.

[caesarome]

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@Carolanne75 wrote:

It takes me to my account not my husbands account

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Are you using your husband's details to access it as it should go to his account.

[Carolanne75]

It doesn't seem to be working or is not set up. We just go round in a loop. We click forget password. Sends code to his email or the suspect email. No choice to use anything different. Like memorable words or answer security question. 

[Carolanne75]

I was on my device when I tried. I will try his device later when he is home. 

Worth a try. Thank you 😊 

[twilight+princess]

If your sim works in his phone but his doesn't work in your phone then it might be a problem with your device.

[Carolanne75]

Thanks. But nothing to do with the SIM or phones. It's getting access to his email account we are having problems with. 

[twilight+princess]

I must've replied to the wrong post.

[Carolanne75]

No problem 😊 thanks for replying.