This topic

Display name in BT Email app

NDCDD00 — Tue, 25 Aug 2026 12:08:25 GMT

Why does my display name show as my email address, but only when I send emails from the BT Email app? It looks as if I have sent an email to myself as it displays my email address twice and I find this really aggravating!

If I look at my settings in the BT App, it shows my forename and surname correctly, so I can't understand why it doesn't display this and why it is reverting to my email address.

If I log on to BT Email via a web browser and send an email from there, it shows my display name correctly (first name and surname).

This has only started happening relatively recently - coincidentally after renewing our broadband contract. I tried contacting BT but the customer advisor I spoke to was next to useless. They couldn't seem to grasp what I was telling them and just said that some change in legislation means they have to show your full email address.

Re: Display name in BT Email app

licquorice — Tue, 25 Aug 2026 14:08:07 GMT

Ditch the BT email app and use a decent one such as Blue Mail.

Re: Display name in BT Email app

Leanne_T — Wed, 26 Aug 2026 09:59:44 GMT

Hi @NDCDD00

Thanks for posting on the community.

I've asked our email team to take a look at this for you. Once we have more information we will let you know.

Leanne.

Re: Display name in BT Email app

Leanne_T — Wed, 26 Aug 2026 13:28:48 GMT

Hi @NDCDD00

The team have come back to me and asked if you can check the profile settings in the email app are correct.

To do this; please select the avatar/image above the folder list (in the side menu). Then select edit, to show all details and change anything that is needed, If you can then make sure to select save, even if all settings are correct and nothing needs changed.

Let me know if this changes to the name when sending emails?

Leanne.

Re: Display name in BT Email app

NDCDD00 — Wed, 26 Aug 2026 14:50:22 GMT

Already done this multiple times to no avail.

Re: Display name in BT Email app

Leanne_T — Wed, 26 Aug 2026 14:56:05 GMT

Thanks for trying @NDCDD00

I have let the team know and will come back to you once I have an update.

Leanne.

Re: Display name in BT Email app

licquorice — Wed, 26 Aug 2026 15:00:58 GMT

@NDCDD00 See message 2

Re: Display name in BT Email app

NDCDD00 — Wed, 26 Aug 2026 15:05:57 GMT

Yep. I worked for BT for 20 years. Service has definitely gone downhill that's for sure!

Re: Display name in BT Email app

Leanne_T — Thu, 27 Aug 2026 08:33:50 GMT

Hi there @NDCDD00

Our email team have run further checks and advised the above steps should have worked to get this resolved for you. They have suggested trying the steps below again and sending an email to see if this saves the correct details;

View your profile
Select Edit
Update the display name
Clicks Save
Compose and send a new email

If this does not work for you, please get back in touch with our Email support guides and they can run further troubleshooting for you.

Leanne.

Re: Display name in BT Email app

licquorice — Thu, 27 Aug 2026 08:36:42 GMT

Much simpler to use a proper mail app.

Re: Display name in BT Email app

NDCDD00 — Thu, 27 Aug 2026 12:41:21 GMT

I have already done these steps multiple times. If you read my initial message, the issue is only happening in the App. When I send emails in the app the recipient (and me!) see my email address as my display name followed by my email address even though my display name is my first name and my surname.

I have tried changing my display name to a nickname plus surname but same happens: it displays my email address as my display name. I think there is a glitch in the app that you need to sort and consequently, Licquorice's advice seems very sound!