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

DawnMaddock — Wed, 08 Jul 2026 12:04:02 GMT

Hi, I have been receiving this message for months now. When I contact BT help online, they state that the issue will be fixed however this has been going on since April and I cannot access anything on my account at all. One advisor was quite helpful and tried to set me up with a new account however that also failed. I have tried online, different browers and different devices. Does anyone have a solution?

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

imjolly — Wed, 08 Jul 2026 12:27:57 GMT

there are numerous posts from customer having account access problems but Bt have fixed it for most. have you uninstalled the MYBT app and reinstalled as there have been numerous updates in last few weeks

if still nothing and cannot access with web browser then phone CS 03301234150 or you can try billing using message now and they may be able to help you

https://www.bt.com/help/contact-bt/account-and-billing/broadband

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

DawnMaddock — Wed, 08 Jul 2026 12:35:55 GMT

Hi, yes I have reinstalled the app and tried online, same issue.