Spark Xtra Mail issue

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jamesrt

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#307106 19-Sep-2023 21:52

My elderly parents still access Xtra email via Outlook/POP3; changing this will just be "too hard", given their age and a few other medical related issues.

It's been working fine up until the weekend; but now it seems Outlook isn't connecting - there is a dialog which they can't adequately explain over the phone, and annoyingly my remote access software seems to have died this evening too.

I can't login to their Xtra Webmail either - I just get an error "Oops, something went wrong"; which rates as one of the most uselessly unhelpful errors of all time, tbh. Can't access the password reset function either - you guessed it, "Oops, something went wrong". Grrr.

It may well be Spark have changed something and said parents didn't notice/ignored/didn't understand any change comms that were sent (if any!).

As it's an 8 hour drive, I'm not popping over in a hurry either...

So, is anyone else experiencing issues with Spark/Xtra email currently; or aware of changes at the Spark end up-to and including forced password resets?

qwertee

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#3129550 19-Sep-2023 23:12

I am still keeping my xtra email address alive just in case

I can log in to my webmail but wonder if the Ops issue is related to this email I received from Spark
I havent done anything as suggested below.

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Subject:

Don’t forget to update your Xtra Mail recovery options before September 13

Hi there,

Set up your recovery details for Xtra Mail in case you forget your password
We’re making some security updates to Xtra Mail. So before 13 September, you’ll need to set up recovery details, like a mobile number, in case you forget your password.

This is because you’ll no longer be able to recover your password using security questions, and using your mobile number or alternative email address is a more secure way to verify your identity.

We know security changes like this can be challenging, so we're here to help you get set up.

Get set up in three steps
Here’s how to set up your recovery email or mobile number.

Sign in to Xtra Mail through your web browser. To do this, type in xtramail.co.nz in the address bar of your web browser. Once you're logged in, select your profile initials in the top right corner.

Select ‘Change password and manage security’.

Select ‘Mobile number’ or ‘Recovery email’ and update. Then confirm your password and verify with your recovery contact method so we know it’s you.

For more details on how to get set up, visit our help page. You can do this by typing spark.co.nz/xtramail-updates in the address bar of your web browser.

We’re here to help
It’s important to update your recovery details by linking it to a back-up mobile or email address so you can easily reset your password if you forget it. Don’t worry, we’re here to help if you need us. Just get in touch with our team at spark.co.nz/message-us/

Thanks,

The team at Spark

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mattwnz

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#3131712 25-Sep-2023 17:55

I have just been through this myself with the same error and think it is after an upgrade with their email system. That message likely means a couple of issues, one being that you haven't got a phone and alternative email address setup to allow you to reset the password. Also if you do add those details in and it then it stops you logging into your email, then your old password likely isn't secure enough. So you then need to reset it. They really should have more info about this. Support got me back up and running again, but one does need to have a bit of technical know how to get it fixed quickly, as you need to contact support to get it fixed. I contacted support through the Spark apps messaging system and support was good.

eracode

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#3131716 25-Sep-2023 18:31

mattwnz:

I have just been through this myself with the same error and think it is after an upgrade with their email system. That message likely means a couple of issues, one being that you haven't got a phone and alternative email address setup to allow you to reset the password. Also if you do add those details in and it then it stops you logging into your email, then your old password likely isn't secure enough. So you then need to reset it. They really should have more info about this. Support got me back up and running again, but one does need to have a bit of technical know how to get it fixed quickly, as you need to contact support to get it fixed. I contacted support through the Spark apps messaging system and support was good.

Had exactly the same issue and same solution about a month ago.

Sometimes I just sit and think. Other times I just sit.

jamesrt

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#3131752 25-Sep-2023 20:40

Sorry; didn't update earlier.

Father working OK now; he was taken by closer family into a Spark shop and they reset his password.

Once I got into his email with him, we found another email from Spark from the 16th confirming a password reset - not entirely sure why; but I know he'd also lost his Spark WiFi that weekend, so maybe related.

He'd also got messages confirming Spark had setup his mobile as his recovery phone; I'm not sure why that didn't work when we tried to reset his password; but, whatever.

TL;DR; working now; thanks for suggestions.

cheshirecat

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#3159060 13-Nov-2023 13:10

Spark have an automated security system that detects anomalous behaviour on mail accounts that can indicate a compromised password (e.g, a lot of spam being posted from Nigeria), and then preemptively locks the account (changes the password) to prevent abuse. Think of it a bit like your bank blocking your credit card if it suddenly starts making high-value purchases in another country.

From the description, it sounds as if this might be the case here, though the Spark support person should have noticed that. The correct action is to change the password (to something different from what it was before!) as has been done here. This can be done over the phone to support, or by online self-service, if you've already put the recovery details in place.