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

baldrick01 — Wed, 10 Jun 2026 11:49:06 GMT

Hi,

Since changing my login email address on 24/04/2026 I have been unable to login to MyBT either via the app on my mobile phone or via the web on a desktop PC or laptop. On each occasion I get a notification that my account in Inactive.

This issue appears to be affecting multiple users but there doesn't appear to be a fix.

Can anyone offer any advice on fixing this issue?

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

imjolly — Wed, 10 Jun 2026 12:53:40 GMT

have you removed the app and then re-installed as there has been numerous update in last few weeks if still cannot access then phone CS 03301234150 and the should help. I did have the problem but my access is ok now as many others on forum

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

baldrick01 — Wed, 10 Jun 2026 13:30:26 GMT

Hi,

Thanks for replying.

I did initially remove the app and download again. But still unable to login. Also, as I get the same result via the web on a PC, it is unlikely to be an app issue.

I'll give the number a call.