Compromised account?

Dawn1970 — Mon, 15 Apr 2024 22:24:47 GMT

Posting on behalf of a friend. She is no longer a bt subscriber but still uses the email address she had then.
She went to check her emails yesterday and wax unable to access her account. The mobile number for recovery purposes is no longer hers and as far as we can see, the alternative email she has given looks similar to her recovery email but as we ca. not see all of the email address, it could also have been changed. When we request the passcode it dies not arrive. The security question is not information she recalls giving, adv the answer we gave is coming up as incorrect.
Has anyone got any advice as to how she can regain control of her account? She has previously been the victim of identity fraud, so it’s possible this could be as a result

Re: Compromised account?

NeilO — Tue, 16 Apr 2024 09:59:56 GMT

Hi, @Dawn1970 She'll need to speak to the helpdesk on 0330 1234 150 they will go through validation checks and help with the password reset.

Neil

Re: Compromised account?

Dawn1970 — Tue, 16 Apr 2024 11:45:05 GMT

That’s perfect. Thank you

This topic

Compromised account?

Re: Compromised account?

Re: Compromised account?