This topic

Can't Login to my BT / doesn't recognise my BT ID

CatK — Fri, 13 Feb 2026 09:13:15 GMT

Hi all.

I have been trying to login to my BT but it says it doesn't recognise me. (BT ID is my email address). I have tried to reset my password etc, but can't as it says unknown BT ID. As a test, I created a new BT ID and then linked my account to the new ID, all worked fine- but today I can't get into this one either? I also can't get on to MY BT app using either BT ID. I have followed all the advice, tried different browsers and even different PC's - nothing works. I contacted customer services for advice - who told me they had logged this with the tech department and I have to wait 3 to 5 working days for a response.... Why would a BT ID suddenly not work and how can I fix this? All I want to do is login to my account to get my bill.

Re: Can't Login to my BT / doesn't recognise my BT ID

Michael_D — Sat, 14 Feb 2026 09:28:12 GMT

Hi @CatK

Welcome to the community.

I've not heard of this happening before, so you have done the right thing in contacting our customer service guides to have this looked into further.

They will likely have opened a ticket into this for it to be investigated, and get it fixed for you, and they'll come back to you as soon as they can.

Michael

Re: Can't Login to my BT / doesn't recognise my BT ID

CayK2 — Tue, 17 Feb 2026 15:46:10 GMT

Hi Michael D

BT tech have not called me back, they said it would be Friday afternoon. - furthermore I now can't login to the forum using the previous details. I've had to create a new user just to reply to you. I can't login to any of the BT platforms even though I have previously done so? I've tried to reset password and user etc, the reset email never comes through. I'm really disappointed in the whole experience to be honest... Should have stayed with Sky.

Re: Can't Login to my BT / doesn't recognise my BT ID

Rach_H — Tue, 17 Feb 2026 18:26:01 GMT

Hi @CayK2,

I'm sorry to hear about what has happened here. I'd recommend getting back in touch with the team, and they will be able to take a look into why you're having these issues, and why you didn't receive the original call back you were expecting.

Rach

Re: Can't Login to my BT / doesn't recognise my BT ID

IanMeth — Sun, 10 May 2026 13:21:48 GMT

I’m still waiting for my account to be changed from “closed” and “inactive “ four weeks since the My BT update.