This topic

True key - expired?

roger06 — Mon, 06 Jul 2020 08:16:47 GMT

Help

I've been using my included TrueKey for ages. This morning it tells me it's expired, but I still have months left on my BT contract so I don't understand.

I have looked on my BT account for a code to enter but the links just take me round in circles...(and there's nothing on there that says it's expired).

Can you please help me resolve this as I have hundreds of passwords stored which I cannot lose.

Thanks

Re: True key - expired?

NeilO — Mon, 06 Jul 2020 13:26:46 GMT

Hi @roger06 I'm sorry you're getting an expired message on True Key. I'll send you a private message in a moment so you can get in touch and we'll raise this with our BT Virus protect team.

Re: True key - expired?

roger06 — Mon, 06 Jul 2020 13:52:01 GMT

Thanks. It's ok on the phone app and perhaps will sort it out if I restart my browser so I just need to be sure I'm still entitled to an account with my BT BB.

Thanks

Re: True key - expired?

roger06 — Tue, 07 Jul 2020 14:05:25 GMT

Have sent you a PM.

Re: True key - expired?

adrenalin22 — Tue, 07 Jul 2020 16:34:26 GMT

Ditto myself. My Truekey was fully registered, had over 250 logins stored in it, now says I can't add any more and the account preferences within the IOS app says: Subscription "Free" free logins left:0

How do I fix. I can't paste in the activation code from the BT Security webpage. Don't want to uninstall the app - as it might ask me to verify the device on another device (which I don't have!)

thanks

Re: True key - expired?

mike_rb1 — Wed, 08 Jul 2020 13:27:23 GMT

Similar problem. I've been using True Key through my BT contract for about 6 months. My contract has a long way to go. Yesterday it told me my subscription had expired and prompted me to upgrade to premium. It says I am now "Freemium" with 0/15 Logins available. It's the same on both my desktop and laptop PC (Chrome extension to Windows 10). (I have taken the precaution of exporting my data to a .csv file!)

Re: True key - expired?

DavidM — Wed, 08 Jul 2020 13:55:50 GMT

Hi @mike_rb1 and @adrenalin22 and thanks for posting.

Sorry you're both also having problems with the True Key. I'll look into this for you. I've dropped you both a private message so you can get in touch also.

Cheers

David

Re: True key - expired?

Subodhk58 — Thu, 09 Jul 2020 14:36:50 GMT

Hello David,

I have the same problem. Can you please help.

Subodh

Re: True key - expired?

petempav — Sun, 12 Jul 2020 05:45:34 GMT

Hi , I have this same problem with true key , please can you help . Thanks .

Re: True key - expired?

mike_rb1 — Sun, 12 Jul 2020 07:54:15 GMT

Hi,

I reported this a few days ago. I think it's reasonable to assume the problem is at the BT end. Hopefully the Moderators who have replied can get it sorted with the BT virus protect team soon. So far as I can see I haven't lost any existing logins, but can't add new ones. I'm no expert but can offer a couple of tips in the meantime. I tried reinstalling BT Virus Protect. It seemed to work, removing my existing installation and installing the latest version. However, it didn't solve the True Key problem: I'm still "Freemium". As a precaution, you can save your data, in case True Key does go further and wipe some. Go to the Settings tab (cog wheel symbol), choose App Settings. You can then "Export" all your data to a .csv file (which will open in EXCEL). You should then be able to "Import" it if need be.

Re: True key - expired?

Matt-S — Sun, 12 Jul 2020 08:37:47 GMT

Hi @mike_rb1,

Thanks for taking the time to send in your account information.

You mentioned that your account is showing as the "Freemium" version. Can you try the below steps and let me know how you get on. These same steps should work for anyone else that is having the same issue.

Logging intowww.bt.com/mybt using your BTID and password
Go to My Account by clicking Download from either the True Key or BT Virus Protect tab
You'll be taken to the My Account portal where you can copy or take note of the Activation code. You can also find the activation code on a Key Card
Open up your True Key app in one of your devices
Go to Settings
Select True Key profile (which will be set to free)
Click Free under Subscription
Paste (or type) in the Activation code
Click Activate Premium

Let me know how you get on with these steps?

Thanks

Matt

Re: True key - expired?

mike_rb1 — Sun, 12 Jul 2020 14:14:41 GMT

Thanks Matt,

Success! I worked through the steps you spelled out. I am now back to Premium with a statement "You're Premium through your suscription to BT". I wouldn't have found the way without them. I usually struggle to find what I want on "My BT" anyway. It's hardly intuitive to find your account details by clicking "Download". There was a difference in what I found in my True Key Settings/ True Key Profile. There wasn't "Free" under "Subscription", but there was a button "Renew". I clicked that and was able to enter the Actication Code, that I'd copied from "My Account". I haven't come across a "Key Card" relating to my BT.

Thanks again, hope it works for others.

Re: True key - expired?

Matt-S — Sun, 12 Jul 2020 14:31:46 GMT

Hi @mike_rb1,

Glad to hear that the steps work 🙂

@roger06 do you want to give them a try and let me know how you get on?

Thanks

Matt

Re: True key - expired?

Dandy2365 — Sun, 26 Jul 2020 09:22:10 GMT

Hi Matt,

My Truekey app notified me today that I am now on a ‘freemium’ account.

I followed the instructions that you provided but it didn’t work in my case. Do you know If the matter is a BT issue? I have an ongoing BT subscription.

Thanks

Mark

Re: True key - expired?

petempav — Sun, 26 Jul 2020 09:34:10 GMT

Hi Mark , This is how it worked for me : I have true key on my windows pc (chrome browser) , my iPhone and iPad. I was unable to use activation code on phone or iPad but on the pc using chrome browser I managed to activate true key back to premium . I then had to log out of the app on phone and iPad and then log them back in again . Everything was then all back to premium and working fine . Hope that helps .

Pete.

Re: True key - expired?

Dandy2365 — Sun, 26 Jul 2020 11:14:45 GMT

Thanks Pete,

Almost the same setup with me, except for Android phone. I logged out of phone and iPad, got the activation code from the BT site. Pasted it to where it goes on the Truekey app. I got a message stating that I was now premium. But nothing changed...
I might ring BT and see if there are issues at their end.

Mark

Re: True key - expired?

NigelFRE — Sun, 26 Jul 2020 11:39:58 GMT

Hi Matt,

This problem started for me today though it's slightly different in that it's now saying I have a 'Freemium' account with only 15 login records allowed.

I've used the process you described to re-insert my activcation code and it accepts this but does not change back to 'Premium'.

It does still have all of my logins stored, but I'm scared to try adding a new one in case I lose them all.

Any ideas?

Thanks,
Nigel

Re: True key - expired?

Dandy2365 — Sun, 26 Jul 2020 12:08:05 GMT

Nigel, your situation is identical to mine. Added the activation code but still says freemium. You can export you current logins as an Excel file and in an emergency could re import them. Look under settings.

Mark

Re: True key - expired?

NigelFRE — Sun, 26 Jul 2020 12:17:57 GMT

Hi Mark,

Thanks, I found that and have just done it. At least I feel more secure.

Let's hope the guys at BT come back to both of us with a solution.

Nigel

Re: True key - expired?

NigelFRE — Sun, 26 Jul 2020 12:20:59 GMT

Interestingly, it just let me add a new login, for this community ironically.

It's very odd.