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. 

[K8TE79]

I am also dealing with the same issue at the moment. Also been with Vodafone for 20 years and haven't changed any contact details in that time.

[Beth]

Hi all! For anyone still having issues with receiving a reset password email, please reach out to the Social Media team here, and they'll be able to assist you further 🙂

[no_mms]

I’ve been in touch with Vodafone on social media (Facebook messenger), and I still don’t have access to my account as I am still not receiving password emails. I just kept being told to keep trying. I’ve been trying for 4 days now and still nothing. Last attempt was half an hour ago, after two attempts this morning and numerous last night, yesterday and 3 days prior to that.

[Jdh8uk]

Me too

[Gemma]

Hi @Jdh8uk - thanks for already messaging us on Facebook. If you're still not receiving your temporary password, then please message us again on Social Media. 

[no_mms]

I am still no further forward, and I’m just going around in circles with Vodafone. I am communicating with the team via Facebook messenger but this issue is still not resolved !
I reset my password for this forum and had no problems receiving a reset email for this. I am still receiving emails from vodafone for billing and marketing. Ironically the marketing emails trying to sell me additional products directs me to login to my account to purchase. As I can’t access my account I certainly can’t be purchasing additional products, and as it stands vodafone have been so terrible at resolving this login issue that I doubt I’ll continue being a vodafone customer for much longer !

[Gemma]

@no_mms  -  I'm sorry to hear this isn't resolved yet. We don't want this to get to the stage of you leaving us. I can see my colleague has replied to you. If you're still not receiving the password, please reply to us there so we can go through some checks and try again from our side. 

[Jdh8uk]

I have resolved this now but I think there is a problem sending emails with keywords Password and Reset in them as the mail servers are treating them as spam and removing them.  Can you pass this message on to the software development team please?

[Jdh8uk]

Also please thank Jade for her help.

[Jdh8uk]

I’m sure there is a fault at Vodafone end which is not properly resolved yet.  However, I have discovered that since I use mail forwarding, I created 3 new emails, Outlook, Yahoo and Google mail.  Only the Gmail received the reset email in the junk folder.  So I think mails are being filtered at the mail servers due to keywords Password and Reset being present.  Not sure if this helps.