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Can't log in...no longer have old phone

New 'Hoo

Can't log in...no longer have old phone

I am trying to assist a friend who can not log in. She no longer has access to the phone that was linked.

She can get to a screen that ask for two numbers from that phone (which are provided) but then it wants to send a text to that phone. When we click "phone no longer available," it says "uh-oh can not recover online"  I can not believe getting your phone stolen will in essence, disable your Yahoo email account. Is there anything she can do? She would be able to answer secret questions or provide any other info...but system is demanding she has access to a stolen phone. 

2 REPLIES
Mail Pro All-star

Re: Can't log in...no longer have old phone

Greetings @dlakes1962

 

Pass the following information along. 

 

Yahoo now offer the Yahoo Account Pro service for those in living in the US.

 

Yahoo moved away for using security questions in 2014 and no longer uses them as the primary means to recover your account.  The automated account recovery system chooses the best recovery method available for your account.  If you are given the option to answer then that would mean the system found no other account recovery options registered for this account.  The answers you enter must match EXACTLY to what is registered to this account.  You will know the answer is correct when you see the word "Correct" in green at the end of your question.  

Yahoo moved to using the email address and phone number entered into the Account Security page as the primary means to verify you are the rightful owner of this account.  Yahoo sent an email to all account holders almost two years ago informing them of this change and included instructions on how to check if you still had security questions attached to your account and how to delete them.  For those that had never set up a recovery email address or recovery phone number they provided instructions on how to add this information to your Account security page.  For those that already had this information set up they ask that you verify that you could receive the account key code messages using the information listed as it is the ONLY way you will be able to recover your account.


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Please note that the classic version of Yahoo Mail will no longer be available after January 30, 2019. At that time, you'll be upgraded to the latest version of Yahoo Mail or basic Mail, depending on your browser's compatibility.
Highlighted
Mail Pro All-star

Re: Can't log in...no longer have old phone

Hello @dlakes1962

 

Get help for a Yahoo account on someone else’s behalf

 

We take your privacy and security seriously. That’s why Yahoo Customer Care doesn’t discuss account-related issues with anyone other than the account owner. For the full rundown, check out our Privacy Policy.

 

Please have the account owner review our support options for further assistance.

 

Pass this to your friend:

 

We take your account's privacy and security very seriously, and we'll only let you reclaim an account if you can prove you're the rightful owner.

 

When you register for an account, it's up to you to provide the most up-to-date and valid recovery info. Your best option to avoid losing access is to update your recovery info if you get a new phone number or change your alternate email address.

 

To get in to your account you need to use the sign-in helper at https://login.yahoo.com/forgot?lang=en-US which will send a code to the recovery phone or email that only you have access to. If you don't have access to recovery you can't recover.

 

It is an automated system, if you don't have the needed tools no one can help you.

 

Make a new account and be sure your keep recovery up to date to avoid problems like this in the future. https://help.yahoo.com/kb/create-yahoo-account-sln2056.html

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If it solves a problem please accept it as "Accepted Solution".