This topic

My BT App

ToneFone — Wed, 22 Jan 2025 17:00:44 GMT

I have recently downloaded the My BT app, and managed to register on it, however every time I open the app it asks for my PIN number, and then comes up with the following message:-

Sorry, we are unable to log you in as there is no account linked to this BT
ID. To add your account please visit bt.com/addaccount

I follow the link, where I am asked for my user name, password, and then my account number. When I go back to the app it asks me to create a new PIN, and then gives me access.

Close the app, reopen it, and I have to go through the whole process again - why am I having this problem?

Re: My BT App

gg30340 — Wed, 22 Jan 2025 17:04:59 GMT

Are you saving the PIN after you have created it within the app?

Re: My BT App

ToneFone — Wed, 22 Jan 2025 17:49:43 GMT

It doesn't have a save option

Re: My BT App

David500 — Wed, 22 Jan 2025 18:46:53 GMT

Are you using iPhone or Android? I get this problem on iPhone/iPad.

Re: My BT App

Michael_D — Thu, 23 Jan 2025 09:06:48 GMT

Hi @ToneFone

Is this just happening on the My BT app? Are you able to view your account fully if you login through the website?

Michael

Re: My BT App

ToneFone — Thu, 23 Jan 2025 09:55:54 GMT

No, it's just on the app - no problems logging in via the website

Re: My BT App

Michael_D — Thu, 23 Jan 2025 10:02:37 GMT

Thanks @ToneFone.

Can you try to delete the app and install it again to see if there is any improvement?

Michael

Re: My BT App

ToneFone — Thu, 23 Jan 2025 11:03:44 GMT

Android

Re: My BT App

ToneFone — Thu, 23 Jan 2025 11:04:34 GMT

OK, just done that again, still got the same problem

Re: My BT App

Michael_D — Thu, 23 Jan 2025 11:23:06 GMT

Thanks for trying @ToneFone.

If it is still the same, I'd recommend speaking to our tech guides so they can look at it further, and get a ticket opened if they are unable to resolve it.

Michael

Re: My BT App

ToneFone — Thu, 23 Jan 2025 11:43:39 GMT

Ha, that's funny - been online with them all morning with a problem with Hybrid Connect!

Just finished, so I'll contact them again re this issue.

Thanks

Re: My BT App

Michael_D — Thu, 23 Jan 2025 11:49:01 GMT

My pleasure @ToneFone

Please keep me posted with how it goes.

Michael

Re: My BT App

zulu17 — Thu, 23 Jan 2025 11:51:34 GMT

I experience the same issues with My BT so you are not the only person affected.

Re: My BT App

ToneFone — Fri, 24 Jan 2025 11:16:01 GMT

@Michael_D

All now sorted - it was due to the fact that my BT login ID wasn't my email address!

The website wouldn't let me change the login ID (as I didn't have 2 email addresses, one for login, and one for recovery). I had to set up a second email address, but it still wouldn't let me make the change. The Guide had to do it all for me, and the app now seems to be working OK.

Re: My BT App

Michael_D — Fri, 24 Jan 2025 11:19:31 GMT

Fantastic news @ToneFone, thanks for the update.

Take care and have a great weekend.

Michael