This topic

email address disappeared from my account

JohnMutley_65 — Thu, 22 Dec 2022 14:33:18 GMT

Using my laptop I have just changed my password on my main email address. I received a text from BT on my mobile phone confirming I have reset my password, I then went into my account (on the laptop) to login to that email address to discover that the said email address had disappeared from my account. Any suggestions please as top how I can recover that email address or explain what may have happened?

Re: email address disappeared from my account

gg30340 — Thu, 22 Dec 2022 16:05:10 GMT

What happens when you use the direct log in?

BTMail

Re: email address disappeared from my account

JohnMutley_65 — Thu, 22 Dec 2022 17:04:31 GMT

Thank you for such a quick response to my problem.

I log into MyBt scroll across to the right and click on email, this brings up 2 emails on my account, shown as active, (they are back up emails) but the one I wish to log in to (my main email address I have had for years) is not there anymore , it must be something I have done inadvertently but I don't know what?

Re: email address disappeared from my account

licquorice — Thu, 22 Dec 2022 17:14:42 GMT

But can you answer the question posed by @gg30340 please?

Can you log in directly via the link he posted without first logging in to MyBT

Re: email address disappeared from my account

gg30340 — Thu, 22 Dec 2022 17:51:16 GMT

As above..

Plus.. Did you have the same password for your MyBT and all of your email accounts until you changed the one that is missing?

If I remember correctly and I may be wrong, the email drop down box has been done away with for showing new email accounts and any email account that changes the password.

Re: email address disappeared from my account

JohnMutley_65 — Sat, 24 Dec 2022 15:33:56 GMT

I cannot log into that email account as the address has disappeared from MyBt. It is a different password I use when I log into MyBt. The email does exist as my wife has just sent me an email to that address, it came through on my mobile phone but no tracve of that message on my laptop and I have no idea how to access that email address on my laptop now. I have just tried to access that email address via BT Yahoo but received onscreen message to try again later?

Re: email address disappeared from my account

licquorice — Sat, 24 Dec 2022 15:43:30 GMT

Click on the link in message 2 of this thread. Don't try accessing your email address via MyBT

Re: email address disappeared from my account

gg30340 — Sat, 24 Dec 2022 16:03:23 GMT

There is no BTYahoo. If you are using that to log into your account no wonder you can not find it.

Using the link that I posted in message 2.

Re: email address disappeared from my account

JohnMutley_65 — Sat, 24 Dec 2022 16:47:17 GMT

Thanks for that suggestion, I clicked on the link in message 2, and received an onscreen message that email address or password was incorrect, so tried another password, same message, and another password same message , have now been locked out after too many attempts and to try again after 20 minutes. Have got visitors arriving soon so will try tomorrow or whenever.

But thanks again.

Re: email address disappeared from my account

JohnMutley_65 — Sat, 24 Dec 2022 16:49:25 GMT

Thanks again for that info, will try again in a day or two if I can find password.

Re: email address disappeared from my account

RobbieMac — Sun, 25 Dec 2022 09:52:41 GMT

@JohnMutley_65 wrote:
Thanks again for that info, will try again in a day or two if I can find password.

Hi @JohnMutley_65

Thanks for your posts and welcome back!

I am sorry for the email problem you're having. If you're still having difficulty with the mailbox/password after a day or two post back as we can give you a hand from here too if needs be 😊

All the best,

Robbie

Re: email address disappeared from my account

JohnMutley_65 — Mon, 26 Dec 2022 12:11:16 GMT

Thank you Robbie for your kind offer, I am drawing up a list of all the passwords I have used and am going to try them out.

Re: email address disappeared from my account

JohnMutley_65 — Sat, 07 Jan 2023 16:18:27 GMT

I have tried my best but am still puzzled as to what I have done.

I am still receiving emails to the missing email address, so it still does exist (it is still not showing in "MyBT" when I click on "Emails") I tend to use "Outlook" mostly and my BT and Gmail email addresses are linked to Outlook so my BT email arrives there but I cannot send one from my BT email address.

Hope the above makes sense

Re: email address disappeared from my account

NeilO — Sat, 07 Jan 2023 17:54:31 GMT

Hi @JohnMutley_65 have you tried to follow the forgotten password process on the BT email login page?

Thanks

Neil

Re: email address disappeared from my account

JohnMutley_65 — Sun, 08 Jan 2023 11:07:33 GMT

I did try that before Christmas and it confused matters even more.
Despite that I have just done it again as you suggest, followed the "forgotten password" onscreen instructions and received onscreen message my password has been updated, but I believe I have only changed yet again the password to my BT account, as I have just checked my active emails, still only 2, that main one is still missing?

Re: email address disappeared from my account

NeilO — Sun, 08 Jan 2023 11:16:54 GMT

@JohnMutley_65 Thanks for trying that, I've sent you a private message so you can send over your details to the moderation team and we'll be happy to look into this for you.

Neil

Re: email address disappeared from my account

DanielS — Tue, 10 Jan 2023 14:20:54 GMT

Hi @JohnMutley_65,

Thanks for sending your message in to us.

I called you today but missed you.

Can you let me know what time suits for a call later today?

Thanks
DanielS

Re: email address disappeared from my account

JohnMutley_65 — Tue, 10 Jan 2023 14:33:33 GMT

Hello Daniel,
I am now free for rest of the day (hopefully), I have just had a text from BT giving me a 4 letter code, but I don't know what that is for, I have just logged into "MYBt" successfully?
John.

Re: email address disappeared from my account

DanielS — Tue, 10 Jan 2023 15:10:22 GMT

Hi @JohnMutley_65,

Thank you for taking my call.

I'm glad that I was able to get the email address back in the list view that you had beforehand.

When you changed the password, we moved the email onto a MyBT of its own. This made is disappear from the way you have been viewing your emails normally. It's how our system is designed so it was not your fault. I corrected this for you which put the email back onto your MyBT which is why you can see it again.

Take care and have a great day.

Thanks
DanielS