How to re-gain access to your email when you've been locked out

Email application keeps asking for your username and password

A username and password box can appear in your email program for a number of reasons:

  • You tried signing on too many times with an incorrect password in your email client
  • One or more of your devices are attempting to connect to your email account using an incorrect password
  • You may have crossed a rate limit of what is considered normal behaviour for a residential email customer
  • The outbound SpamGuard may have identified that you are sending spam emails

To resolve this issue, follow these steps:

  1. Close your email client
  2. Log in to webmail with your email address and password
  3. You may be presented with a CAPTCHA Code, fill this out and click Continue
  4. Once you have logged in to your webmail, reopen your email client
  5. If you are asked for your username and password, re-enter them both and click OK
  6. You should now be able to use your email client
  7. If you are still having problems, check the settings in your email application

If you frequently get a box asking for your username and password in your mail program, we recommend that you use webmail as the primary method of sending/receiving email.

You can change your email password by using our page. IMPORTANT: After successfully changing your password, make sure to update your email settings to use the new password on all of your devices (mobile phones, tablets, laptops, desktop computers). 

Forgotten or incorrect Secret Question or Date of Birth (needed for resetting a forgotten password).

If your have forgotten the answer to your secret question, or suspect that it or your date of birth are incorrect, please Contact Us.

We will need to verify your details before we can solve this problem, so please also have your Spark account number handy.

Where can I find my account number?

Email Whitelist: How to ensure that your legitimate emails are not blocked by Xtra's spam filter

Note: This applies to third party email who have verified their email with Xtra and are using Xtra's SMTP server for their outgoing email. Here are some tips to prevent legitimate bulk emails from being marked as spam.

Fill in this Mail Bulk Sender Form Image so Yahoo! can get your emails through to recipients.

  1. You'll need to know the domain names you send legitimate bulk email from.
  2. In step 4 of the form, the subject of your request will be the first option in the list 'I send permission based emails, yet they are delivered to the bulk mail folder'.
  3. Once you've sent the form, you will receive an auto-acknowledgment to confirm the request has been received. Then you'll be contacted via email by a Yahoo representative.

Use a separate static IP address to send bulk email messages.

With a Static IP, you keep the same Internet IP address every time you connect to the Internet. You can request a Static IP at anytime.

Use your own permission-based database.

A permission based email database is a list of valid email addresses that you've obtained from customers. All customers listed would have opted-in to receiving email communications from you. In other words, this list contains valid email addresses for people who have given you permission to email them.

For more detail on how to buid a permission-based database, contact your organization's IT proffesional. For guidelines to follow, you can read 10 Ways To Build A House Email List.

If your customers use email addresses ask them to:

  1. Mark messages from your email address as Not Spam.
  2. Add your address to their Yahoo Xtra online contacts so you can be recognised as a trusted contact.

For more information, see:


What is phishing and how can I avoid it?

Phishing is where fake emails and websites fool people into giving personal information like credit card numbers and account user names and passwords.

Phishing often uses trusted brands like banks or online retailers to trick people into responding. The end result can be very serious - millions of dollars are stolen each year, around the world.

If you receive a suspicious email, or think you might be the victim of phishing, contact the bank or company concerned straight away. They should quickly be able to tell you if any email or website is legitimate, before you give out any information.

Many banks publish information on their websites about new phishing attacks.

For more information on the latest phishing attacks visit the Anti-Phishing Working Group's website

In order for us to investigate and improve our processes in detecting this email, it would be great if you could send us a copy of the email headers and content together. The email header information helps us to determine where an email originated from. The complaint should be sent to


If you have not sent the email then someone has been 'spoofing' your email address. This means someone has forged an email to make it appear to have come from you, to hide its true origin. Spoofing is used by virus authors and senders of spam. Spoofing is more of a nuisance to you than a danger.

Detailed information about spoofing is available at

If you have been sent an email that appears to be from a generic Xtra or Spark email address or containing reference to one, it is important to note that the email may not have actually been sent by Spark.

This includes emails seeming to be from:


IMPORTANT: Should Spark ever require you to provide or change your password or provide account information it will always be directed via the Spark website. Even if it seems to be from an 'official' looking Spark or Yahoo Xtra email address - remember to check you are on the page before providing any personal information.

If the message contained an infected attachment (such as .zip file) from a known email virus or worm, Spark's anti-virus filter would have removed any infection before it arrived in your mailbox.

If you receive any more of these messages, please ignore and delete them.


Messages that are sent to multiple recipients that haven't specifically been requested for are known as spam. Spammers typically gain lists of email addresses and may send unwanted email from a number of different sources. It is common for malicious spammers to 'mask' their identity, so they look legitimate and go on to steal bank IDs or Passwords.

How can I tell whether or not an email is spam?

Sometimes, spam may be obvious from the subject line (e.g. pharmaceutical or shipping sales). Other spammers will pretend to know you, or try and gain your attention in some way (e.g. Hi there, You have won...).

There's no sure way to stop spam, but there are measures to reduce it:

  • See all about SpamGuard below to ensure that it is turned on and to check other options such as Image Blocking.
  • When you receive spam in your Inbox, use the Spam button to 'train' the email filter for the future.
  • Don't reply to spam or click on links and images. By doing this, you will let spammers know that you are a potential target and may get bombarded even more. Even worse, you may get your email address distributed to other spammers.
  • Be aware that signing up for subscriptions or download registrations might open the door for unsolicited email. Observe the Terms & Conditions and decline promotional offers. If you think that whoever is asking for your address is not acting in your best interests, it's better not to give it out. Consider using a Disposable Address, available to email addresses.
  • Set your browser's security so it doesn't accept third party cookies (at least the 'Medium' level in Internet Explorer).
  • Add recurring spammer's email addresses to the Blocked Senders List
  • Set up Filters to redirect emails with particular themes.

The spam filter is an ever evolving algorithm that is applied to all incoming mail. It's constantly learning what you think is spam or not spam by the way you mark messages, the more you train the filter by marking messages as spam or not spam, the better it will work for you.

  • In your Spam folder, select one or more messages that are not spam and click Not Spam.
  • Add the sender to your Contacts folder.

Here's how to do it:

  1. Click Options
  2. Click Mail Options
  3. Click General
  4. Untick the box beside Automatically move spam to Spam folder
  5. Click Save

If you use Yahoo Xtra webmail to send and receive or if you use an email client set to leave a copy of messages on the server:

  1. Log in to
  2. Select any spam messages in your Inbox using the checkbox on the left
  3. Click the Spam button

This will automatically delete the spam from the Inbox and flag it in to our Spam filtering software.

Note: Marking email as spam or junk in an email client (e.g. Outlook, Outlook Express) does not report them to our Spam filtering software. This only filters spam in email client itself.

Ensure that you follow Yahoo Xtra's Best Practice Policy when sending email to your recipients. If your email is still ending up in their Spam Folder, fill out the Yahoo Xtra Mail Bulk Sender Form.

For more information, see:

Important: If you receive a Yahoo Xtra Alert message when attempting to login to webmail, you will need to Re-secure your Yahoo Xtra Email Account.

How helpful is this page?