This topic

Cannot add account under multiple accounts

HBKB — Fri, 12 Dec 2025 14:20:15 GMT

Hi there

I have two accounts with BT relating to two different properties. I can only see one of the accounts in the app or on the website. I have discovered the multiple accounts section and have tried to add the missing account.

Despite getting green ticks when adding the account number and landline number, I then receive an error message that the landline is not recognized, with a non-functioning ‘contact us’ link.

I would be grateful for any assistance.

Thanks

Re: Cannot switch between different accounts

licquorice — Fri, 12 Dec 2025 14:16:55 GMT

Surely you have 2 separate logins, one for each account.

Re: Cannot switch between different accounts

HBKB — Fri, 12 Dec 2025 14:52:23 GMT

Hi there

Thanks for the reply. I have to say that it is unclear whether the missing account has a separate login. My husband set up the accounts and unfortunately he recently had a life-changing brain injury and is unable to communicate this information. I have only been able to find one login for the app and that displays only one account. As far as I can tell, the bills for the missing account are sent by email with a view in the app link. When I click this and log in I only see the other account. It would be very helpful if I could add the missing account using the multiple account option but, as noted, I get to the end of the process and receive an error in red text as follows:

This number does not match our records. If you are entering the phone number on your bill please contact us.

The contact us link does not work.

Thanks

Re: Cannot switch between different accounts

licquorice — Fri, 12 Dec 2025 14:58:08 GMT

The mods here no longer have account access unfortunately, you will need to call BT to resolve although in view of the circumstances that may prove difficult.

Post back if you have problems.

Re: Cannot switch between different accounts

Katie_B — Mon, 15 Dec 2025 10:56:34 GMT

Good morning @HBKB.

I have popped you over a private message to see if we can help further.

Speak soon,

Katie