This topic

Android Mobile

DanMeehan — Fri, 01 Oct 2021 15:13:24 GMT

I have an Android phone and want to use an app that will allow me to use BT Mail (webmail IMAP) with push notifications etc. I have tried many different apps and all get rejected with something along the lines that 'sync failed, your username or password may be incorrect (3010). Email server returned: "-ERR Invalid user name or password"' The email is correct and the password is correct. I cannot get beyond this. Tried getting advice from an 02 Guru this morning but he couldn't help. Any advice? Thanks

Re: Android Mobile

imjolly — Fri, 01 Oct 2021 15:32:29 GMT

Are you currently a BT broadband customer or do you have premium email?

Re: Android Mobile

DanMeehan — Fri, 01 Oct 2021 16:15:00 GMT

Thanks - yes broadband customer.

Re: Android Mobile

licquorice — Fri, 01 Oct 2021 16:43:20 GMT

What app are you trying? Try Blue Mail.

Re: Android Mobile

DanMeehan — Fri, 01 Oct 2021 17:46:08 GMT

Thanks. Have tried blue mail without success. Cheers!

Re: Android Mobile

imjolly — Fri, 01 Oct 2021 19:13:32 GMT

As @licquorice suggested I use blue mail and have no problems receiving or sending mail from my BT internet email account

Re: Android Mobile

NeilO — Sat, 02 Oct 2021 08:05:25 GMT

Hi, @DanMeehan Welcome to the community and thanks for posting. Do the same login details work on the BT webmail website?

Thanks

Neil

Re: Android Mobile

DanMeehan — Sat, 02 Oct 2021 10:42:58 GMT

Hi Neil, Yes, exactly the same which seems really odd that I can't login on an app. Dan

Re: Android Mobile

NeilO — Sat, 02 Oct 2021 11:02:12 GMT

@DanMeehan thanks for getting back to me, I've seen similar issues before when the IP address of the connection you're accessing from is on a spammer block list.

Are you currently in the UK and is it only happening via the one broadband connection? If you turn off wifi on your mobile does it work ok?

Thanks

Neil

Re: Android Mobile

DanMeehan — Sat, 02 Oct 2021 12:04:27 GMT

Hi Neil

I am in the UK - the south east. I have tried using the same wifi broadband connection as with my desktop. Desktop works but not on the mobile. All other apps work fine using wifi on my home - long standing - broadband basic set-up. I have tried using the data option on my phone - as did the 02 guru yesterday - but still cannot get past the sign in error. Hope all this makes some kind of sense.

Dan

Re: Android Mobile

licquorice — Sat, 02 Oct 2021 12:07:25 GMT

Try setting the account up manually using the settings here https://www.bt.com/help/email/manage-email-account/manual-settings/what-are-the-settings-for-outgoing-and-incoming-bt-email-servers

Re: Android Mobile

DanMeehan — Sat, 02 Oct 2021 12:10:42 GMT

Thanks but have also tried that without success.

Dan

Re: Android Mobile

NeilO — Sat, 02 Oct 2021 13:21:42 GMT

@DanMeehan Are you using a VPN on your mobile?

If it's only affecting your mobile and you're not having any issues accessing your email on any other email clients or via the website it does point to a problem with the phone.

Thanks

Neil

Re: Android Mobile

DanMeehan — Wed, 06 Oct 2021 09:14:36 GMT

Sorry but this was a problem on my previous mobile. Having just purchased a new phone I wanted to get the issue sorted - but obviously no solution. Thanks anyway.

Re: Android Mobile

licquorice — Wed, 06 Oct 2021 09:36:11 GMT

A couple of things to try.

Go to your MyBT and check under manage email that your account type is shown as 'Standard'

If it is, stop any devices trying to access the email account, change your email password in webmail, wait at least an hour to give the servers chance to sync password change and then try setting up the account again on your mobile.

Re: Android Mobile

DanMeehan — Wed, 06 Oct 2021 13:15:35 GMT

Fantastic - it worked. I CANNOT explain why but when I tried to change my password it said that my 'original' did not match despite it matching the passwords automatically stored and being a particularly memorable password. Irrespective of that - thank you.