This topic

Profile is not the account holder message

craig255 — Thu, 16 Jan 2025 13:05:59 GMT

When I try to visit the EE upagrade page though MyBT homepage I'm presented with the message

This profile is not the account holder

Please login with Account Holder account to continue

I believe this has been a setup issue on my BT account from the beginning, I am the account holder but for some reason when I log in to MyBT it thinks I'm not. How do I get this resolved?

Thanks

Craig

Re: Profile is not the account holder message

Leanne_T — Fri, 17 Jan 2025 08:41:20 GMT

Morning @craig255

Thanks for coming to the community.

Could you try the below steps to change this;

Log in to My BT
Click on Settings and Your account
Scroll down and you'll see if you're an Account holder or Account manager
Click on the I should be the Account holder link and follow the steps

Does this work for you and you are now the account holder?

Speak to you soon.

Leanne.

Re: Profile is not the account holder message

craig255 — Fri, 17 Jan 2025 09:16:10 GMT

Hi @Leanne_T

Thanks for the suggestion.

When I click the "I should be the account holder link", this just takes me back to the My Bt homepage.

Thanks

Craig

Re: Profile is not the account holder message

Leanne_T — Fri, 17 Jan 2025 09:21:09 GMT

Thanks for trying this @craig255

If this does not work for you and is taking you back to the homepage, please give us a call and one of the team can get this updated for you 🙂

Let me know how you get on.

Leanne.