This topic

Can’t logon to account

allofthecornishes — Sat, 25 Apr 2026 06:11:41 GMT

Got an email saying new bill.
tried to login using mobile app and desktop version.
enter details, confirm text and email pass codes. Enter pin. Twice.
then says there’s an error can’t open yr account.

this has been going on since i upgraded my account to full fttp and EE tv package.

Re: Can’t logon to account

licquorice — Sat, 25 Apr 2026 07:28:37 GMT

https://community.bt.com/t5/Bills-Packages/Can-not-view-my-bill-or-useage-online/td-p/2459834

https://community.bt.com/t5/Bills-Packages/Log-in-Issues/td-p/2459572

Re: Can’t logon to account

zulu17 — Sat, 25 Apr 2026 09:27:29 GMT

@allofthecornishes Since no account access is granted to custodians of this community customers are being directed to the general customer service numbers and complaint processes.

I would suggest you do this - the numerous other posts on the community do indicate that resolution is taking a long time - but not all customers are affected. So i would recommend that you formally report your problem.

(I think one of the options on the telephone gives a read out of the overatal total but not detail of the last bill and the the forecast for the next bill.)

Re: Can’t logon to account

allofthecornishes — Sat, 25 Apr 2026 10:13:43 GMT

Latest update

Rang BT help desk - you need to logonto MyBT to complain. Went through to email team who are dealing with the issue.

We it seems to be linked to the migration by BT to a new security system. The fix seems to be to delete your BT ID and then re create it and then link it to your existing account. All this involves multiple logins, passcodes via text/email and PINs.

But it seems that the new system has different data field requirements eg needing at least two letters in names etc and so the back end systems have to be updated by BT help desk to match what the new front end customer facing systems require security wise.

Also who knew your BT id (typically an email) doesn't have to be the regsitered email on the account.

Re: Can’t logon to account

zulu17 — Sat, 25 Apr 2026 10:28:29 GMT

Thank you @allofthecornishes for your update.

Can i just clarify that by following that process you now have an actual resolution andcan access your account - or are you awaiting the BT team to implement their fixes ?

Re: Can’t logon to account

allofthecornishes — Sat, 25 Apr 2026 11:35:09 GMT

All of the above failed and so I have to wait 72 hrs for the BT IT team to manually add the account to the BT id.