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BT email reset unsuccessful

Adamj31 — Tue, 05 Dec 2023 18:50:20 GMT

Hi,

I have a free BT email account which I’ve had for years. Yesterday I could not login and I received a message that my account has been locked due to suspicious activity.

I attempted a password reset however I keep getting a message advising ‘password reset unsuccessful please try again later. I have tried this several times over the last 24 hours. My new password meets all of the listed criteria.

I have spoke to BT who have confirmed that the account is not locked. I have also followed their guidance on deleting my browsing history, cookies cache etc.

Has anyone experienced this and managed to rectify it?

Thanks

Re: BT email reset unsuccessful

gg30340 — Tue, 05 Dec 2023 20:03:05 GMT

How are you accessing your email? Is it with a web browser or using and email client/app.

Have you tried logging into your email account directly using a browser and if so what message do you get.

See link.

BTMail

Re: BT email reset unsuccessful

Adamj31 — Tue, 05 Dec 2023 20:41:24 GMT

Hi,

I have tried both the browser and the BT email app. They both give me the same message with the password reset failure.

Re: BT email reset unsuccessful

gg30340 — Tue, 05 Dec 2023 22:03:20 GMT

I have notified the moderators of the forum about your problem. Once they have read this they may be able to help. They will advise you by posting on this thread.

Re: BT email reset unsuccessful

DavidM — Wed, 06 Dec 2023 09:47:07 GMT

Hi @Adamj31 and welcome to our community.

Sorry you're having problems with your email. I'll be happy to take a look at this for you. Please check your inbox for my message and drop me over the details.

Thanks @gg30340 for raising.

Cheers

David

Re: BT email reset unsuccessful

JohnC2 — Tue, 12 Dec 2023 13:37:54 GMT

Hi @Adamj31, thanks for your PM yesterday evening to confirm that you're now able to access your email account.

Cheers

John