error code 554.30 how do we access the email acount

[bodger69]

Sent a couple of emails to my neighbour and both bounced with error code 554.30 account disabled. Popped in to see him today and he said he hasn't been able to send or receive emails for a few days.

He tried to log in to his emails using the website and it won't recognise his password. Tried to reset his password and unfortunately it asked for the answer to his security question and didnt recognise his answer.

Online help doesnt help and the chat is a bot not a person so only provides the standard answers so not helpful.

Any ideas how we get around this.

[jayach]

I assume, as you are asking here, that he has a Sky email address.

If the account has been "locked", then, as you assume, changing the password will probably unlock it.

If he is unable to answer the security question, then he should try setting a new one.

If he is able to log in here: https://www.sky.com/myaccount/my-details then one of the options is to set a new security question, so get him to give that a go.

[bodger69]

@jayach Yes it is a sky email.

The error states 'disabled' not 'locked'. Could be the same just worded differently.

Herein  lies the problem. Can't login the sky portal as it doesn't recognise his password, therefore cannot change or add a security question.

If he tries to change his password through the sky portal login, it requests the answer to his security question, which it doesn't recognise.

If he tries changing the password or login on his phone, it sends a 6 digit code to ""his email"" but this is disabled and he can't access it.

So we go around the circle back to the beginning.

We both think he needs to talk to someone but the only number we can find is a subscription service with a monthly fee. 

Does anyone have a number we can call that may be able to help.

[caesarome · Accepted solution]

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@bodger69 wrote:

We both think he needs to talk to someone but the only number we can find is a subscription service with a monthly fee. 

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That sounds like a Yahoo number and not a sky one so try this:

https://www.sky.com/help/articles/how-to-unlock-your-sky-account

If that doesn't help then call Sky on the 150 which is the free number to use from a Sky Mobile or Sky Talk phone otherwise under "Need more help ?" link at the bottom of the page on this link is the number to call Sky on:

https://www.sky.com/help/home

It might take a few attempts before you can get through to someone who knows how to do this.

[jayach]

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@bodger69 wrote:

Herein  lies the problem. Can't login the sky portal as it doesn't recognise his password, therefore cannot change or add a security question.

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If he can't access his Sky account, and not just his email, yes only Sky can help with that.

Hopefully @caesarome's links will help with that.

[bodger69]

@caesarome I will relay this to my neighbour and we will give it a go as soon as we both are free

[bodger69]

@caesarome  My neighbour spent well over an hour on the phone to Sky this afternoon. The automated help on the number you gave eventually connected him to a person. My hearing is such that I cannot hear phones so we set up a relay of requests by the agent. After I eventually got him to understand the sky account was locked and not accepting his password he asked us to go through the same process we already tried and reading the error messages. He eventually said we could only access the account by setting up a new email and then contacting sky again and asking for the IDC department so they could link his account to the new email. This he has yet to do.

Sky also said they even if they could have released his account there was nothing they could do about the locked sky email and we would have to contact yahoo.

I've set him a new email address but not with yahoo so he now has to go through his contact list and advise of this.

I will close this as complete now, even though we have not yet had access to his sky account restored. It is going to be a few days before he can attempt to contact sky again for them hopefully link his account to a new email address

Thank you for your help.

[caesarome]

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@bodger69 wrote:

Sky also said they even if they could have released his account there was nothing they could do about the locked sky email and we would have to contact yahoo.

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That is incorrect as they should be able to unlock the account but the trouble is getting to someone who knows how to do it. Whe this happened to me a few years ago (all my sky account and not just email was locked) it was the 3rd call I made that I spoke to someone who knew what to do.

[jayach]

Like @caesarome I don't think what you are being told is correct.

When he rings back, tell him to say he is locked out of his Sky account. Don't mention the email, just say his Sky TV account.

Hopefully the agent you get next time will be able to unlock it, and that in turn will possibly allow him access to the Sky|Yahoo email.

If they can't do it, then give them the alternative email address you have set up, but try again to get it unlocked first.

Good luck to the two of you, it is just so frustrating that the Sky help agents are so variable.

[bodger69]

@caesarome 

We eventually managed today after being passed from pillar to post, got a guy who we managed to talk into taking some action. The sticking point was the answer to the security question. The guy was obviously able to look into the account security and when we gave him the answer he couldn't understand why it wouldn't allow us access. He did something and then said enter the security answer again and yes at last we opened up the change password screen. Changed the password, checked out his details and ensured we could see his bills etc, and then entered a phone number as backup. Couldn't find anywhere to add a second independent email for backup. 

So we now are halfway there as his account is functioning. I was running out of time so I quickly went to the top right of the screen and from the drop down, selected email. It then asked to login, entered email address and new password and then it came up with a message. "as additional security we will send you a 6 digit code to your email" and quoted the account email, which we cant access until the 6 digit code is entered. So we are still stuffed. 

I was totally out of time so had to leave it.

I am now assuming we will have to go back to sky and ask how we get around the round robin of 6 digit codes being sent to an inaccessible email address. It is an @sky.com address.

[jayach]

Oh dear, at least you have access to the Sky account, but it sounds like it may now be Yahoo asking for the security code.

This has happened before, and the poster had to get Sky to liase with Yahoo to clear the problem.

The only possible solution I can think of is to access the email account using an app/client by choosing a manual setup with a generated password.

Before trying it, I would just see if you can generate an app password without being asked for the six digit code, so go to https://www.sky.com/sky-yahoo-mail/manage-apps and see if you are able to generate a code.