Struggling to access your online account?

Sometimes, legitimate emails, including password reset emails, can end up in the spam or junk folder.

If password reset emails are found in the spam folder, mark them as "Not Spam" and add Scottish Power to your safe sender list to ensure future emails reach you successfully.

Double-check that the correct email address is being provided when requesting password resets on various websites or applications. Even a small typo can prevent the receipt of reset emails.

In the email account, check for any email rules or filters that might be affecting incoming emails, including password reset emails and make any changes necessary.

Check email forwarding rules that might be redirecting incoming emails elsewhere.

If the problem persists please try using an alternate email address from a different provider.

We recommend reaching out to your email provider’s support team (e.g., Microsoft Outlook, Gmail). They have specialised tools and expertise to identify and address any specific issues with your email account.

Enable external content: Some email clients (like Outlook) might block external content by default, including links. Select InfoBar in the email or settings to enable this.

Junk mail settings: Ensure junk mail settings aren’t blocking links from legitimate senders. Some settings can disable links and other functionality in suspicious emails.

Plain text emails: If the email is formatted as plain text, links might not be displayed. Consider switching to HTML email format for better display.

Check internet/WIFI connection: A weak or unstable internet connection can prevent links from loading.

Browser settings: Verify that the browser’s settings allow for JavaScript, which is often necessary for links to function.

Cache and cookies: Clear the browser’s cache and cookies, as this can often resolve link issues.

Antivirus/firewall: Temporarily disable antivirus or firewall software to see if it’s blocking links

Safe websites: If using security software, add the website being accessed to its list of safe websites.

We recommend reaching out to your email provider’s support team (e.g., Microsoft Outlook, Gmail). They have specialized tools and expertise to identify and address any specific issues with your email account.