This topic

locked out of My Bt

barumboy — Mon, 07 Jul 2025 17:35:20 GMT

locked out of my bt account. I tried to log in yesterday with a new keyboard and failed twice, found out the numbers lock was not on, been locked out ever since although it said for 20 minutes. Tried a chat line but the automated responses were less than useless. How do you speak to a human? Thanks for any help

Re: locked out of My Bt

gg30340 — Mon, 07 Jul 2025 20:03:54 GMT

Have you tried the "Forgot Logon Details" link on the logon on page. It will mean changing your password but it should allow you to access the account.

Re: locked out of My Bt

barumboy — Tue, 08 Jul 2025 05:50:51 GMT

Thank you I will try that. I need to get in as my contract ends soon and cannot look at my options and renew.

Re: locked out of My Bt

barumboy — Tue, 08 Jul 2025 06:44:55 GMT

Many thanks

Re: locked out of My Bt

barumboy — Tue, 08 Jul 2025 07:51:05 GMT

URGENT HELP NEEDED PLEASE. I have now changed me password for My Bt as advised and can now get in to all my accounts BUT I have now lost my emails, keep on getting a pop-up on my mobile re email saying 'enter your credentials' asking for email address and password? I tried the new My Bt login password but that did not work, also tried what I think is the old password and that does not work eaither - I am at a total loss - 81 year old and giving up the will to live !!!!

Re: locked out of My Bt

Michael_D — Tue, 08 Jul 2025 10:42:49 GMT

Hi @barumboy

I'm glad to hear that you have got access to your My BT account now.

Do you get the same or similar message if you try to login to your email account through webmail on the BT website?

If it does, can you try the 'Forgot log-in details' link to see if you can reset the account to login?

Michael

Re: locked out of My Bt

barumboy — Tue, 08 Jul 2025 11:00:50 GMT

Yes, I have now managed to get my main email account working (I hope). Had to create a new password for the email account from 'forgot login details' and then change it on my devices, Phone, Pc, tablet...) I also have another email account which I am trying to get working but that is not used for much. Its been a nightmare. Thank you for the help.

Re: locked out of My Bt

Michael_D — Tue, 08 Jul 2025 11:03:38 GMT

My pleasure @barumboy. I'm glad to hear it worked for you.

Is the other email account a BT one?

Michael

Re: locked out of My Bt

barumboy — Tue, 08 Jul 2025 12:46:12 GMT

Yes it is another bt email account, thought i would be the same as my main bt email account. I am going to logon and get into email via my bt.

Re: locked out of My Bt

Michael_D — Tue, 08 Jul 2025 12:48:53 GMT

Thanks for confirming @barumboy.

If you try the same steps to see if it works for that email address, but if not, our email tech team are available to help you get access again. - Michael

Re: locked out of My Bt

barumboy — Tue, 08 Jul 2025 12:55:40 GMT

Michael, I have just tried to logon to My BT with the new password that was working an hour ago and now it is say that the ACCOUNT IS LOCKED FOR 20 MINUTES - What the heck is going on.

Re: locked out of My Bt

Michael_D — Tue, 08 Jul 2025 12:57:42 GMT

The best thing I can suggest would be to wait for the 20 minutes, and if the same thing happens, get in touch with our tech guides so they can look into this further for you @barumboy.

Michael

Re: locked out of My Bt

barumboy — Wed, 09 Jul 2025 17:14:29 GMT

I rang up the tec team last night, it took a bit of time on the phne but now sorted and I can get on My Bt and receiving emails. Thank you.

Re: locked out of My Bt

Michael_D — Thu, 10 Jul 2025 07:41:02 GMT

Brilliant news @barumboy. I'm glad to hear it is sorted for you now.

Thanks for keeping me updated.

Take care and have a great day.

Michael