This topic

Sorry, we can’t get your account details at the moment

RJ4 — Thu, 14 May 2026 16:35:22 GMT

I've been a BT account holder for many years with no access issues but recently when i log in to My BT i get the following message "Sorry we can't get your account details at the moment" and in the top right had corner it says Account No (inactive). Although my account number has not changed. I've recently been upgraded to full fibre and wonder if this could be the issue. Please help.

Re: Sorry, we can’t get your account details at the moment

imjolly — Thu, 14 May 2026 17:00:06 GMT

There are numerous posts like yours. There is a fault and BT are aware and trying to fix

Re: Sorry, we can’t get your account details at the moment

Michael_D — Fri, 15 May 2026 08:35:27 GMT

Hi @RJ4

Welcome to the community.

I've sent you over a private message to take some extra details about this.

Michael

Re: Sorry, we can’t get your account details at the moment

imjolly — Fri, 15 May 2026 10:02:50 GMT

@RJ4

try to access MYBT again as mine now working

Re: Sorry, we can’t get your account details at the moment

RJ4 — Fri, 15 May 2026 13:43:52 GMT

Its been resolved now, thanks for your reply.

Re: Sorry, we can’t get your account details at the moment

RJ4 — Fri, 15 May 2026 13:44:18 GMT

Thanks for your help, its now been resolved.

Re: Sorry, we can’t get your account details at the moment

Michael_D — Fri, 15 May 2026 14:02:00 GMT

Great news @RJ4, I'm glad to hear it.

Thanks for coming back with an update.

Michael