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Re: “Verify your identity” on webmail

louisbeeston — Wed, 16 Apr 2025 17:18:37 GMT

I am hoping the Moderator who helped this customer can help me too. Looking on this Community group, there seems to be lots of unhappy customers who have experienced this problem and I am another one of them. I feel like I am caught up in a viscous loop of trying to verify my account so that I can access it!! I am a new Broadband Full Fibre customer ( no. GB********).

Re: “Verify your identity” on webmail

gg30340 — Wed, 16 Apr 2025 15:42:08 GMT

What account are you trying to verify?

If it is a BTMail account you are trying to set up, if you are a new BT Broadband customer and you have never had a BTMail email account BT no longer offer an email service to BT Broadband customers.

Re: “Verify your identity” on webmail

louisbeeston — Wed, 16 Apr 2025 21:01:19 GMT

Sorry, I have just realised this was a different issue to the one I was having... I am unable to set up a My BT account. I have found other messages on here from people with the same problem... this is mine:

I am a new customer with full fibre broadband and have been trying to set up a My BT account today. I got an email that said to verify my account, so I click the link, I get a green box saying that my email is verified but if I go to log in to BT i'm greeted with a screen that says "Verify your identity" and "Your email is not yet verified". So I request a new verification email, I click the link in that email, it says i've now verified my email, then I go to login and again "Your email is not yet verified". I am going round in circles!

Re: “Verify your identity” on webmail

gg30340 — Wed, 16 Apr 2025 21:49:05 GMT

Nobody on the forum has access to your BT account which means that you will need to call the BT Billing 0330.1234.150 who should be able to help.