This topic

password

JohnS_99 — Tue, 06 Oct 2026 19:17:01 GMT

I have regularly changed my email password as suggested by BT. However, this time I am unable to do so. Both using the app and on my laptop the process 'hangs' and does not accept the change.

Re: password

Katie_J — Wed, 07 Oct 2026 07:20:52 GMT

Hello @JohnS_99.

Thanks for coming here.

Are you still experiencing this?

If yes, do any error messages appear?

Katie

Re: password

JohnS_99 — Wed, 07 Oct 2026 09:08:17 GMT

Hi Katie_J. Not an error as such, just a never ending pale blue spinning circle with 'confirming your changes' - but it doesn't move on.

Re: password

Katie_J — Wed, 07 Oct 2026 09:16:46 GMT

Hi @JohnS_99.

Thanks for confirming.

Are you connected to your WiFi with your mobile phone?

If yes, could you please try switching off your router for half an hour then switching it back on to be assigned a new IP.

Speak soon,

Katie

Re: password

JohnS_99 — Wed, 07 Oct 2026 10:35:10 GMT

I don't that's the answer. I have just tried on a laptop with ethernet cable connexion and get to the same place (spinning blue cicle confirming changes) and it 'hangs'.

Re: password

Katie_J — Wed, 07 Oct 2026 11:15:08 GMT

Thanks for confirming @JohnS_99.

This sounds like it could be an account based issue.

For this to be looked into further please give us a call.

Katie

Re: password

JohnS_99 — Wed, 07 Oct 2026 16:10:09 GMT

Hi again Katie. I have checked that all the details in 'my account' are correct (they are). Went back to try changing password again and it accepted this time. If this was because of something you did, thank you. If not thanks anyway!

Re: password

Katie_J — Wed, 07 Oct 2026 16:20:40 GMT

That's great to hear @JohnS_99.

Thanks for coming back and letting us know.

Have a great evening!

Katie