This topic

Unable to access account online

jm181 — Thu, 12 Dec 2024 08:45:59 GMT

Hi,

I have been trying to access my account online, however having registered I am only able to view bills - not packages or manage calling features etc. I get the error "Sorry, we can’t get your account details at the moment".

If I try to access the "Track faults" section, I get "We didn't find any accounts linked to this BT ID." with an option to link accounts, but this fails.

Any suggestions?

Thanks.

Re: Unable to access account online

Michael_D — Fri, 13 Dec 2024 08:17:35 GMT

Hi @jm181

Welcome to the community.

I know how important it is to have access to manage your account fully.

Is this happening in the My BT app or when you are logged in on the website?

Michael

Re: Unable to access account online

jm181 — Fri, 13 Dec 2024 08:50:20 GMT

Hi Michael,

Both do not work.

Thanks.

Re: Unable to access account online

Michael_D — Fri, 13 Dec 2024 09:06:03 GMT

Thanks for trying @jm181

If you haven't already, can you try to delete the app and install it again, and then clear the cookies and cache from your browser and retry.

If possible, are you able to try logging in on another browser or device?

Michael

Re: Unable to access account online

jm181 — Fri, 13 Dec 2024 09:15:33 GMT

I've tried all of the above. It's the same on all browsers/devices.

Re: Unable to access account online

Michael_D — Fri, 13 Dec 2024 09:27:25 GMT

If it is still the same, the best thing I can suggest would be to contact our tech guides so they can bring up your account to see how it is set up and help to get it working as expected.

Michael