Can’t log in to email

[Truthful]

I can't log into my email and keep been asked to sign into 2 step verification. But I'm not receiving any texts with this code. 

I've tried speaking to someone about and I was promised a call back. Still no call. 

I have important documents which I can't access. 

Anyone else having issues? 

[caesarome]

@Truthful 

If you have set up two step authentication then to turn it off use the recovery code to sign in.

To turn off 2FA sign in with the recovery code so at the login select "can't sign in with the code" link. You'll then be asked for the recovery code.

When you signed up to 2FA you were given a recovery code so if you didn't make a note of it then check the email you were also sent. If you still don't have this then you will have to call Sky as they should be able to turn this off but it can take a little while to be actioned. Also do not let them tell you to go to Yahoo as they will not be able to help.

[Mark39]

@Truthful if you kept a note of your Recovery Code as Sky recommended, you can use it to turn off 2 step verification. If you did'nt, I wouldn't wait for Sky to call you back - I'd call again. There's a team that can turn off 2 step verification on your behalf, although it might take a while. 

[Peter+Myers]

Since last weekend, I have been unable to receive the One-Time Password (OTP) via SMS when attempting to log in to my Sky email account. Despite reaching out to Sky Support on Monday, I was informed that the matter had been escalated internally, yet the problem persists.

To summarize:

• Issue: I cannot receive the OTP SMS required to access my Sky email account.

• Current Status: I have waited several days without resolution, and I am unable to log in to my account as a result.

• Response from Support: I received a call today stating that Sky no longer supports SkyYahoo email accounts, which I find puzzling since the issue is clearly related to OTP delivery — a service which should still be fully supported.

• Tested Solutions: I have since tested a new Yahoo email account, and I am successfully receiving OTPs there, which confirms that the issue is specific to my Sky email account.

[caesarome]

@Peter+Myers 

You should be able to login to your account with the recovery code that you were asked to make a note of or forward it to a different email address when you set this up on your Sky email account. failing that you will have to wait until Sky unlocks your account which as you are discovering is to an instant process.

[Peter+Myers]

Thank you for your answer.  Unfortunately I set up my sky email years ago and cannot locate the recovery code.

[Mark39]

@Peter+Myers just to confirm we're on the same page - are you referring to your Verification Code, which is sent to you as part of Sky Yahoo Mail's 2 step login process? 

I ask because this was only brought in a couple of years ago which doesn't seem to fit with your description of 'years ago' and it's not known as a OTP process (though that's essentially what it is).

[caesarome]

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@Peter+Myers wrote:

Thank you for your answer.  Unfortunately I set up my sky email years ago and cannot locate the recovery code.

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That might be that case but the two step authentication process has only been in place for a short while now, perhaps about a year.

[Peter+Myers]

Yes I am referring to the two step verification code.

[Mark39]

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@Peter+Myers wrote:

Since last weekend, I have been unable to 

• Response from Support: I received a call today stating that Sky no longer supports SkyYahoo email accounts, which I find puzzling since the issue is clearly related to OTP delivery — a service which should still be fully supported.

• Tested Solutions: I have since tested a new Yahoo email account, and I am successfully receiving OTPs there, which confirms that the issue is specific to my Sky email account.

---

Thanks for confirming. To reply to your points:

Sky absolutely do still support Sky Yahoo Mail, but knowledge of the support processes is a bit sketchy amongst advisers.

We know they have a team who can help you by turning off 2 step login on your behalf. As above, knowledge of their existence is not universal, I'm afraid. You might need to raise a complaint in order to progress this.

https://www.sky.com/help/articles/how-to-make-a-complaint

[SMIFFY41]

I cannot open my email account, without the six digit code which yahoo claim they have sent, but having tried many times they still haven't sent one.

This problem started 01/08/2025

[Mark39]

If this is a Sky Yahoo Mail account, the 2 step Verification Code is sent by Sky - nothing to do with Yahoo.

Use your Recovery Code if you kept a separate note of it as Sky recommended, to turn off 2 step login.

If you didn't keep a note of it, you'll have to contact Sky. They'll be able to turn off 2 step login on your behalf, though it may take a while.

[caesarome]

@SMIFFY41 

The 6 digit code should be sent timeout mobile number that you registered with them when you set this up.

If you are not receiving this then another way to get access is to sign with the recovery code that was displayed no screen when you set this up that you were asked to make a note of.

If you don't make a note of this code then your only option is to contact Sky as they should be able to turn this off for you but it can take a little while for this to be sorted.

[RichardBilson]

Hi 

i am trying to login into my email account 

I have the name and passsword of the account but it say it needs to send me a 6 digit code.

The code is been sent to my old phone which i no longer have

[Mark39]

If you kept a note of your Recovery Code as Sky recommended, you can use it to turn off 2 step verification. If you didn't, you'll have to call Sky and they'll turn it off for you. It may take a while.