This topic

No access to my services on web and app for weeks

HP21 — Thu, 23 Jan 2025 11:49:40 GMT

Hello, like some others here, I get message "Sorry, we can’t get your account details at the moment" - I have this message for several weeks. On my mobile app, I can see my bill but the same message appears when I want to look at my services.

I get the same message for last few weeks - no change, no improvement.

As I want to make some changes to services I get, I would like to know what can I do. Thanks

Re: No access to my services on web and app for weeks

Michael_D — Fri, 24 Jan 2025 08:13:35 GMT

Hi @HP21

Welcome to the community.

Have you been able to try deleting the app and installing it again, and also clearing the cookies and cache from your browser?

If that doesn't help, are you able to try another device?

Michael

Re: No access to my services on web and app for weeks

HP21 — Fri, 24 Jan 2025 12:14:19 GMT

Hi, thanks - I have tried on three different computers and it is the same - when I log in, I can go to "My bills" but not to "My products". So I cannot make any changes to anything 😞

Re: No access to my services on web and app for weeks

Michael_D — Fri, 24 Jan 2025 12:17:41 GMT

Thanks for trying @HP21.

If it is different devices as well, I'd recommend getting in touch with our tech guides. They can have a look at your account and see what is causing this to happen.

Michael

Re: No access to my services on web and app for weeks

siteguru — Tue, 28 Jan 2025 11:02:28 GMT

@HP21 this issue is not unique to you ... I'm getting it too. I assumed in my case it was because I've just left BT so I have no active contracts with them, but it seems it's a more widespread issue.