This topic

Bt App redirecting me

AzzaBazza — Tue, 12 May 2026 13:51:37 GMT

I downloaded the BT app and logged in, but it keeps getting to the pin page then before I can continue it redirects me and asks me to finish setting up my account and add the my BT APP

Whats does it mean I’m so confused!

any help would be great!

Re: Bt App redirecting me

Christopher_G — Tue, 12 May 2026 16:10:43 GMT

Hi @AzzaBazza

Welcome to the community.

Are you able to log in OK on BT.com? It may be easier to finish the setup on there, then log into the app after.

Please let us know how you're getting on.

Chris

Re: Bt App redirecting me

AzzaBazza — Tue, 12 May 2026 17:04:17 GMT

What do you mean finish the setup? As far as I’m aware the set up is already done?

Re: Bt App redirecting me

PB55 — Tue, 12 May 2026 20:17:07 GMT

@AzzaBazza @Christopher_G Spoke to a "Guide" at BT and to someone in technical support on 11th May after I was unable to access my latest bill. Wasn't working on either web or app and kept getting sent back, after various 4 digit pin numbers being texted, to the black and white picture of the telephone exchange switchboard. Was told there is an issue with accessing MyBT etc and they were working on resolving it and to try again in a few days!!

Re: Bt App redirecting me

Linzi_H — Wed, 13 May 2026 13:57:47 GMT

Hi @PB55 @AzzaBazza

Thanks so much for letting us know you're struggling with accessing the My BT app currently. I'm going to send over a Private Message to grab a few details.

Linzi

Re: Bt App redirecting me

PB55 — Wed, 13 May 2026 16:54:06 GMT

@AzzaBazza @Christopher_G @Linzi_H . It looks like BT have resolved the problem both on MyBT app and the BT.com Web version. You will need to go to Google Play or Apple App Store and download the latest update which should change your MyBT. I downloaded the updates at 17:30 this evening (13 May) after signing in etc I can now access the new version of the app and all my account details and no more pictures of the old telephone exchange.

Re: Bt App redirecting me

Linzi_H — Thu, 14 May 2026 07:14:24 GMT

Hi @PB55

Thanks so much for the update and for sharing the steps you followed to fix this.

We really appreciate it!

Linzi

Re: Bt App redirecting me

AzzaBazza — Thu, 14 May 2026 07:18:39 GMT

This has not worked for me

Re: Bt App redirecting me

Linzi_H — Thu, 14 May 2026 07:26:18 GMT

Hi @AzzaBazza

Thanks for letting us know. I can see @Leanne_T has been in touch with you directly to discuss the next steps.

Linzi

Re: Bt App redirecting me

mattdunne — Sat, 23 May 2026 17:04:26 GMT

I'm having the same problem, please help.

Re: Bt App redirecting me

mattdunne — Sat, 23 May 2026 17:06:48 GMT

Re: Bt App redirecting me

Peter_W — Sun, 24 May 2026 08:32:11 GMT

Welcome to the Community, @mattdunne

Just to be sure, have you tried all the steps recommended in this thread so far, including updating your app and trying this via the browser version of My BT?

Peter

Re: Bt App redirecting me

mattdunne — Sun, 24 May 2026 10:08:02 GMT

Hi Peter, thankyou for your reply.

Yes I have tried many times, uninstalling, re loading the app.

I believe the problem stems from a few weeks ago when my account was under review and subsequently approved for another year on a reduced tariff.

The master is complicated further by another account I had in the past which was used to purchase NOW TV Monthly subscriptions.

Re: Bt App redirecting me

Peter_W — Sun, 24 May 2026 13:13:39 GMT

Thanks @mattdunne

I'm going to send you over a private message so we can take a few more details around this.

Speak soon,

Peter

Re: Bt App redirecting me

User12345 — Sun, 24 May 2026 16:13:47 GMT

@Peter_W

v10.0.10 is still sending me in a loop; can you provide the further steps, thanks