You have posted in a Thunderbird forum which is for desktop and laptop users who have downloaded, installed Thunderbird email client. You say "This app is no help at all." but I've no idea what app you are talking about. If you are using Thunderbird Andriod for mobile phones then you would be advised to use that forum. re 'I can't get it reset because you want to send something to my home phone' Thunderbird is a vehicle/an app to read emails, so it's not Thunderbird wanting to send something to your home phone. That sounds more like the company which offers you the email address and has your email account. This is a public forum so it's not a good idea to post personal data like email addresses and phone numbers. After all, no one on this forum is going to contact you via anything other than posting comments in this forum. Email address and password are used by Thunderbird to access server. It sounds like you get the message that password is not ok or similar. As you have access to the internet, then the first thing to try is logging on to your webmail account via a browser. If you can logon then you know the email address and password are correct. If you cannot logon to webmail account then clearly the password is not being accepted - maybe it's wrong, maybe it's a typo, passwords are case sensitive, maybe you put a comma instead of a full stop period in the email address. If you cannot access the webmail account because it's not accepting what you type, then there is no way Thunderbird is going to get access using the same data. Basically, that tells me it's not a Thunderbird problem. Usually, when you use a browser to get access to webmail account, they provide a 'forgotten password' type of link. Maybe you are trying to use that option and at some point in the process it's saying to use the home phone to confirm it's you. Maybe you set up that option as a recovery method. Maybe you cannot get access because a VPN is enabled - switch it off, servers do not like VPN as it hides IP. But until you can access your own webmail account via a browser and are able to confirm a correct password then you cannot expect Thunderbird whether it's a desktop app or a Thunderbird Andriod app to access server using a password which you know fails. No email client can use a password that is not accepted by the webmail account.