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Bt Login hell/endless password resets

Synchw — Sun, 01 Jun 2025 20:44:39 GMT

Not sure whether this is the right board. My mum has bt fibre with three different bt email addresses (some she’s had for years). She finds tech increasingly challenging so I manage her accounts. I have been trying to login to her bt account but it seems impossible. I have gone through the btid page to reset the password which I do and verify via her email. However no matter how I try to do this it only ever resets the password of the email but never the actual bt account password ie it can access the email account but not the bt billing account. I’m aware the btid and emails are now separate but I seem to be stuck in an endless loop of resetting/changing passwords but never being able to get into the account.

The upshot at current is that she is still being charged for add ons she doesn’t use and which I can’t remove for her. I’m pretty tech savvy and unless I’m really missing something I’ve no idea how anyone who struggles with tech can navigate this. I’ve even asked ChatGPT to try and help! Any assistance would be greatly appreciated.

Re: Bt Login hell/endless password resets

gg30340 — Sun, 01 Jun 2025 20:53:43 GMT

Have you been following the process as per this link?

https://www.bt.com/help/security/usernames-and-passwords/i-ve-forgotten-my-bt-login-details--bt-id-

Re: Bt Login hell/endless password resets

Synchw — Sun, 01 Jun 2025 23:14:47 GMT

Yeh that’s the one I’ve used which then prompts me to reset password but then won’t login to the billing account, only to the email.

Re: Bt Login hell/endless password resets

gg30340 — Mon, 02 Jun 2025 05:52:13 GMT

This is the link for MyBT and billing. What happens when you use it?

MyBT

Re: Bt Login hell/endless password resets

CanardNoir — Mon, 02 Jun 2025 07:26:35 GMT

It seems BT have a lot of difficulties getting security right on their apps. The MyBT app on my phone is always forgetting I've already signed in and have a PIN set and biometric login enabled. It makes me enter a new PIN and disables biometric login each time I use it and makes me do a fiddly full pw protected login instead. Hardly an encouragement to use the benighted thing!

I've just tried using the app again and it doesn't work anyway!

Re: Bt Login hell/endless password resets

Synchw — Mon, 02 Jun 2025 09:33:59 GMT

That’s the one I’ve used. I go through the reset password process then when it comes to login it says incorrect password. Though the new password I’ve entered does work to get into the email so I then have to update my mum’s email password on her phone tablet - have now done that four times 😔

Re: Bt Login hell/endless password resets

gg30340 — Mon, 02 Jun 2025 09:39:54 GMT

No one on this forum has access to BT accounts so you will need to call BT Billing on 0330.1234.150