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Unable to verify 'MY BT' Account . (Code being sent to old phone number which is now redundant).

Richard126 — Sun, 17 May 2026 11:10:12 GMT

Hi,

I have updated my new phone number in my 'BT Email account details' a few weeks ago, but it doesn't seem to have changed in my 'MY BT' account.

There is no way of accessing the 'MY BT' account as they don't give an alternative method of sending the code other than to the old number!

I have managed get access today via my Wife's account which has enabled me to access the community.

Any help would be appreciated..

Richard.

Re: Unable to verify 'MY BT' Account . (Code being sent to old phone number which is now redundant).

Michael_D — Mon, 18 May 2026 11:18:00 GMT

Hi @Richard126

Welcome to the community.

If you are not seeing the option to update the details yourself, I'd recommend getting in touch with our customer service guides.

They'll be able to access your account and help to get it updated so you can access your account.

Michael

Re: Unable to verify 'MY BT' Account . (Code being sent to old phone number which is now redundant).

Richard126 — Mon, 18 May 2026 22:02:07 GMT

Thanks Michael,

Before contacting customer service I decided to try and access my account one more time and low and behold I was able to log in without a verification code!

On checking my account details it now shows my new phone number.

Thanks for your reply.

Richard.

Re: Unable to verify 'MY BT' Account . (Code being sent to old phone number which is now redundant).

Katie_B — Tue, 19 May 2026 07:11:40 GMT

Thanks so much for letting us know @Richard126.

It's great to hear this is now resolved for you.

Katie