This topic

Sorry, we can’t get your account details at the moment

BenHols — Thu, 27 Jul 2023 15:25:12 GMT

Can't access my account online, only get the "Sorry, we can’t get your account details at the moment" message.

Re: Sorry, we can’t get your account details at the moment

infinitywaiter — Thu, 27 Jul 2023 16:08:49 GMT

That happens sometimes, if you are on computer then try using the My BT app and going through mobile instead.

Otherwise, just log out and wait for a bit and then log back in and try again.

It can be something simple like website maintenance happening at that time, or just a simple glitch in the system that needs clearing.

Give it a bit of time and try again.

Re: Sorry, we can’t get your account details at the moment

BenHols — Thu, 27 Jul 2023 16:39:23 GMT

I have been unable to access my account on the web page and on the My BT app for months, so it isn't just website maintenance or a simple glitch, I'm afraid.

When attempting to view my bills or usage on the My BT app, I am faced with the following message:

"Sorry there was a problem
Due to a temporary hitch at our end, we can't show your billing information at the moment. We're working hard to resolve this as soon as possible. Please try again later."

Re: Sorry, we can’t get your account details at the moment

NeilO — Thu, 27 Jul 2023 16:46:02 GMT

Hi, @BenHols I'm sorry you're getting that error on both the MyBT app and website. It's likely that your account details are not linked to MyBT resulting in the error. We can help you get that fixed and I'll send you a private message so you can get in touch with your details.

Thanks

Neil

Re: Sorry, we can’t get your account details at the moment

JonnyRobbo — Sat, 28 Oct 2023 12:24:24 GMT

Hi, I also have this same problem where I can’t view anything on the app for months. Any help would be great, thanks

Re: Sorry, we can’t get your account details at the moment

RogeeP — Wed, 19 Feb 2025 07:44:22 GMT

This has happened to me too, I need to pay the bill ASAP so can you please help!

Re: Sorry, we can’t get your account details at the moment

Chris__S — Wed, 19 Feb 2025 12:19:55 GMT

Hi @RogeeP Is this happening when you're trying to pay a bill on your app and via web page?

You can make a bill payment without needing to log in through this link: Make a payment

Chris S

Re: Sorry, we can’t get your account details at the moment

RogeeP — Wed, 19 Feb 2025 12:25:32 GMT

Thanks Chris, yes I set up the account yesterday via mobile, I can see My Details but it won't let me do anything else. I downloaded the app but that just says Sorry there's a problem. I'm doing this on behalf of my father who only has a BT landline, no Internet.

Re: Sorry, we can’t get your account details at the moment

Chris__S — Wed, 19 Feb 2025 12:52:22 GMT

Thanks for letting me know @RogeeP Did you manage to get your father's account linked up on the online account successfully?

We do offer multiple ways to pay a BT bill where you don't need to have access to an online account, you can check out all of those options here

Chris S

Re: Sorry, we can’t get your account details at the moment

RogeeP — Wed, 19 Feb 2025 12:59:16 GMT

No, it's still saying 'Sorry we can't get your account details', this is via my mobile internet. Is there something I can do to link it or clear this as we would want this working in future. I'll use the link you kindly sent to pay his bill today. I won't go into it too much but would rather pay online for him as we're both housebound, disabled and partially deaf! Thanks again.

Re: Sorry, we can’t get your account details at the moment

Chris__S — Wed, 19 Feb 2025 13:49:49 GMT

That's understandable @RogeeP I really want this to get sorted for you, so I'd recommend giving us a call, and then one of our guides can get the account linked.

If the account is in your dad's name, they may need to speak with him to get the account verified, then they'll be able to speak with you.

To speak with a guide, you'll just need to dial 150 from a BT mobile, or 0330 1234 150 from any other phone or landline.

You can find a link to our Contact Us page here

Chris S

Re: Sorry, we can’t get your account details at the moment

RogeeP — Wed, 19 Feb 2025 13:59:47 GMT

Thanks Chris, we wanted to avoid any phone calls ideally as my Dad is deaf and I have acute tinnitus which is very painful - plus we both have a painful joint condition so cannot sustain a phone conversation / being on hold etc. We don't live near to each other so it's awkward to get organised. It's surely a technical fault so will it just rectify itself eventually? I appreciate your help and sorry to be awkward but an online solution would be favourable.

Re: Sorry, we can’t get your account details at the moment

Christopher_G — Wed, 19 Feb 2025 14:35:56 GMT

Hi @RogeeP

Have you tried the 'message us' option on the contact us page? That might be a bit easier for you to use. Hopefully they can help you get the issue sorted so that you can pay online.

Chris

Re: Sorry, we can’t get your account details at the moment

RogeeP — Wed, 19 Feb 2025 14:37:39 GMT

Thanks so much Chris, will give it a go. Thanks again for the link earlier, really helped.