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Completely shut out of My BT app

alison4 — Fri, 12 Nov 2021 20:31:10 GMT

I cannot get into the BT app using the 'Forgot password' function. It just says 'an error occurred' 'try again'. I've spent a couple of days trying again. What can I do? Is there a way to reset the Smart Hub 2 to clear all app controls?

Re: Completely shut out of My BT app

DavidM — Sat, 13 Nov 2021 09:43:35 GMT

Hi @alison4 and welcome to our community.

I'm sorry you're having problems with the App. Are you able to delete and reinstall it? Can you post a screen grab of what you're seeing?

Cheers

David

Re: Completely shut out of My BT app

sno1989 — Sat, 13 Nov 2021 14:49:20 GMT

If it helps I haven't been able to access the app since the latest update. Clearing cache, data and reinstalling hasn't helped. Can't get past a message saying 'Something went wrong'.

Re: Completely shut out of My BT app

DavidM — Sat, 13 Nov 2021 15:35:01 GMT

Thanks for posting @sno1989 . I'd like to take a closer look at this for you so I'll drop you a private message now so you can get in touch.

@alison4 Is this the same issue you're seeing?

Cheers

David

Re: Completely shut out of My BT app

alison4 — Sat, 13 Nov 2021 15:51:40 GMT

The message posted by the other user is the same message that I seeing. Thank you.

Re: Completely shut out of My BT app

NeilO — Sat, 13 Nov 2021 18:05:59 GMT

@alison4 have you tried @DavidM's suggestion of deleting and reinstalling the app to see if that helps?

Thanks

Neil

Re: Completely shut out of My BT app

alison4 — Sat, 13 Nov 2021 19:31:15 GMT

I have tried deleting and reinstalling three times in the last couple of days. I continued to get the 'Oops' message and the password I thought I'd set up wasn't recognised.

Re: Completely shut out of My BT app

sno1989 — Sat, 13 Nov 2021 19:39:04 GMT

Same here.

Looking at all the 1 star reviews on Google Play store from the last few days, I don't think it's an isolated issue.

Re: Completely shut out of My BT app

NeilO — Sat, 13 Nov 2021 19:56:27 GMT

Hi @alison4 and @sno1989 do the same log in details work on the MyBT website?

Re: Completely shut out of My BT app

sno1989 — Sat, 13 Nov 2021 20:04:25 GMT

I don't get that far Neil, it errors before that unfortunately.

My login details do work on the website though 👍

Re: Completely shut out of My BT app

alison4 — Sun, 14 Nov 2021 10:35:31 GMT

Thankyou, my problem with the app is resolved. I found the correct password and logged in successfully.

Re: Completely shut out of My BT app

NeilO — Sun, 14 Nov 2021 11:30:14 GMT

@alison4 That's great, I'm glad you got sorted.

@sno1989 you don't log in to the MyBT app in order to delete it. I presume you're on android? If you are can you follow these steps to delete the app. You'll need to then reinstall, let me know if that helps?

Open the Google Play Store app .
At the top right, tap the profile icon.
Tap Manage apps and devices. Manage.
Tap the name of the app that you want to delete. Uninstall.

Thanks

Neil