This topic

Re: Account Inactive. Sorry we can’t get your account details at the moment!

Badger1919 — Sat, 11 Jul 2026 14:06:49 GMT

I am experiencing the same issue since updating my BT-ID (on BT's instruction) to the new required e-mail format.

At present I cannot access my MYBT account and I cannot view any of my Bills.

I spent over two hours recently with the Helpline Chat-Bot ) trying, ultimately unsuccessfully, to get this sorted, and ended up as a very Unhappy Bunny with the following referral to a "higher authority">

(Fri, 3 Jul 2026 18:09:39) BT : In order to get BT ID prioritized & to acknowledge your concern and take
feedback to serve better. I have logged up the complaint and the Complaint
reference : ************

If this means anything to anybody, I am happy to discuss this further.

[MOD EDIT - REMOVED PERSONAL DETAILS]

Re: Account Inactive. Sorry we can’t get your account details at the moment!

kinetic747 — Tue, 14 Jul 2026 20:17:00 GMT

If it's any consolation I have exactly the same problem.

Re: Account Inactive. Sorry we can’t get your account details at the moment!

Leanne_T — Wed, 15 Jul 2026 07:19:03 GMT

Hi @kinetic747

Thanks for coming back to the community.

I've sent you a private message for some extra details.

Leanne.

Re: Account Inactive. Sorry we can’t get your account details at the moment!

KatyP — Wed, 15 Jul 2026 07:40:35 GMT

I can’t get in to see this Leanne
It says I dont have sufficient privileges

Re: Account Inactive. Sorry we can’t get your account details at the moment!

Leanne_T — Wed, 15 Jul 2026 08:25:04 GMT

Hi @KatyP

This message was sent to @kinetic747.

Have you been in touch with our tech guides to get the account looked into?

Leanne.