Not receiving temporary password emails from Vodafone

[no_mms]

After updating my Vodafone app, it’s logged me out and I can’t get back into my account on the app or online with my password.

I’ve gone through the “forgotten password” process several times but I am still not receiving an email with a temporary password. I’ve checked my spam/ folder and I’ve even contacted my email provider but no emails. I am receiving emails for my billing and marketing emails from Vodafone but no temporary password emails. I am also receiving texts from Vodafone.

I contacted Vodafone via “chat” and was told I could only reset my password via receiving the email, but as the email isn’t getting to me I’m now stuck not being able to access my account. Surely there is another way to reset the password on my account.

My email and mobile number has not changed and I’ve had both for over 20 years! So that is not the problem. I have seen some other people post about the same issue, but can’t see any resolution. 

[Remi]

Hey @no_mms, thanks for reaching out to us. Please make contact with our social media team and they can run through some steps to get you back into you My Vodafone App. Please make contact with them here and they'll provide further support.

[no_mms]

Thank you Remi. I have been communicating via Vodafone Facebook Messenger, but the agent doesn’t seem to understand my issue and we are going around in circles with them just saying they’ve resent a “temporary password” email. My problem is that I am NOT receiving these emails. I’ve been trying “forgotten password” for 3 days and still not receiving an email. 
I get emails from Vodafone for billing and for marketing so it must be an issue with the function of forgotten passwords.

[no_mms]

I think the issue is that the “forgotten password” function sends emails with my email address all in uppercase. My email provider will not accept this. It will only accept my email address in lowercase.

[Tal]

Hey @no_mms, thank you for updating us. Please can you share the name of the agent helping you so I can check on that side and see if we can get around this.

When we send the temporary password on our side from the system, it's normally in lower case but I can check this when I have the agents name helping you.

[rayman789]

I’m new to Vodafone and have been trying to access the Vodafone app, but I’ve encountered ongoing issues with the login process. On my first login attempt, the app prompted me to use the “Forgot Password” option, which should send me an email to reset my password. However, despite multiple attempts on both the app and the website, I have not received any reset email.

I’ve checked my inbox, junk folder, and spam folder thoroughly but still haven’t received anything. I do receive billing and marketing emails from Vodafone, as well as texts, so it doesn’t appear to be an issue with my email provider.

I also read that other customers are experiencing the same issue. They mentioned that after contacting Vodafone via chat, they were told that resetting the password is only possible through the email reset process. If that’s the case, I am now completely stuck and unable to access my account.

Surely there must be an alternative way to reset the password and regain access to my account. I’d greatly appreciate your assistance in resolving this issue. Thank you 

[Tal]

Hey @rayman789, please get in touch with us by following the steps below so we can help get the password sent to you here.

[no_mms]

Good luck. I’m on my 4th day of not receiving password email ! I’m going around in circles with Vodafone. There answer is to just keep trying !

[rayman789 · Accepted solution]

Just finished the chat. Apparently, the issue is on their end, and they’re working to resolve it.

[no_mms]

Thank you for updating me - more than what Vodafone have done!