This topic

My BT App asks me to update my profile and then will not open

Alan_in_Hemel — Mon, 04 May 2026 13:34:25 GMT

When I click on the My BT App and sign in, I get a screen asking me to update my profile. I cannot bypass this but when I click on the only option I am taken to the BT Home page not to any profile update page. I have checked my profile and it is up to date, so I do not know what is being asked for. When I return to the BT App I just get the same message again, so the app cannot be accessed or used. It is like I am in some sort of Groundhog Day.

Re: My BT App asks me to update my profile and then will not open

Christopher_G — Wed, 06 May 2026 15:26:26 GMT

Hi @Alan_in_Hemel

Welcome to the community.

Please try deleting and re-downloading the app. Let us know if you're then able to then get in.

Chris

Re: My BT App asks me to update my profile and then will not open

Alan_in_Hemel — Wed, 06 May 2026 16:06:27 GMT

That was my first action and it made no difference.

Re: My BT App asks me to update my profile and then will not open

Alex_H — Wed, 06 May 2026 17:45:58 GMT

@Alan_in_Hemel What device is it you are using to login to the app? Do you have another device handy to test out? Do you have 2 factor authentication setup in your profile as if not this may be what it needs you to update.

Alex

Re: My BT App asks me to update my profile and then will not open

Alan_in_Hemel — Wed, 06 May 2026 18:12:54 GMT

Two Factor Authentification is ON. I have been trying to use the app on my iPhone 16 using IOS 26.3.1, I have also tried to use the app on my iPad Air (3rd generation) with the same IOS version. Both devices give me the same error message.

Re: My BT App asks me to update my profile and then will not open

gg30340 — Wed, 06 May 2026 18:47:35 GMT

Are you able to log in using a web browser instead of the app?

Re: My BT App asks me to update my profile and then will not open

Alan_in_Hemel — Thu, 07 May 2026 05:34:56 GMT

Yes, I can log in on my Microsoft PC.