This topic

Email access

gdandbg — Sun, 26 Nov 2023 10:58:26 GMT

I have spent hours over the past few days trying to get into my email. I keep getting sent round the houses - I log in to my BT account, click on email, put in my password and get sent back to the log in page for my BT account. This goes on and on. I have tried via the app and online, have emptied the app cache numerous times, and have changed passwords several times. I am sent numerous passcodes, and am constantly being asked to verify 2 step authentication. I am stuck in a loop that I can't get out of. I have BT broadband and use standard email.

Re: Email access

lifeonmars — Sun, 26 Nov 2023 11:17:25 GMT

Are you using your actual BT e mail address and email password to log in as BT have made changes to the way you access Mail accounts

https://home.bt.com/login/loginform?TARGET=$SM$https%3A%2F%2Fsignin1.bt.com%2Fbtmail%2Fsecure%2Femaillogin

Re: Email access

gdandbg — Sun, 26 Nov 2023 11:46:22 GMT

Yes, I am using the BT email address and password. I have also tried signing in first via my BTid but, whichever I try, it keeps sending me round in circles.

Re: Email access

Killerheels_uk — Sun, 24 Dec 2023 17:40:30 GMT

I had the same issue.

After a lot of rather conflicting and unhelpful advice from BT Trust and security - including switching off my router for an hour.....The way I fixed this:

The email address that was looping, was NOT my primary account email address.

I simply logged out of MYBT with that one, and relogged in using my primary account email. Then I logged back into my emails - on the other non primary email address.

Hope this helps.

Re: Email access

gdandbg — Sun, 24 Dec 2023 18:58:53 GMT

Thanks for your reply. Unfortunately, both my main myBT and email account details were looping.

I did finally resolve it by trying the email app again. This hadn't worked in the past, but does now work for some reason.

Re: Email access

Killerheels_uk — Mon, 25 Dec 2023 10:13:45 GMT

Yes, the BT app apparently doesn't require 2 step Authentication. Happy days!

On your PC you will still have this issue until you break the link between BT email and MY BT, where the primary email address is different to the one affected. Just don't use the email account affected to login to MY BT.

That's where the conflict is. It's a bug and needs to be resolved.

(To be absolutely sure, you can also shutdown your router for an hour just to resolve any IP address conflicts but I don't think that's the issue, as I still had problems after doing that.)

Re: Email access

gg30340 — Mon, 25 Dec 2023 10:51:30 GMT

I don't know if you are aware of the way you log into your BT email accounts changed. There was information on the BTMail logon page but it has now been changed and is showing a different message.

See link about the change which may be relevant to this thread.

Changes to how you login to BT Email | BT Help

Re: Email access

Killerheels_uk — Mon, 25 Dec 2023 15:56:42 GMT

Yes that explains it in a roundabout way! It's as usual for BT making it too complex to easily understand. Overkill perhaps!

Re: Email access

gdandbg — Tue, 26 Dec 2023 09:03:39 GMT

Still doesn't work on-line, I'm afraid. When I log in with the email address and password, it still sends me back to login with my BTID and set up 2 step authentication (which has already been set up numerous times). If I try my BTID first, then the email login, it sends me to 2 step authentication, then says it can't accept changes and to try again later. I then get a message to say that unusual activity has been detected and I have to reset my password. This has happened so many times that I'm running out of passwords. For a company that is supposed to be dealing in communication, their communication methods leave a great deal to be desired.

Re: Email access

DanielS — Tue, 26 Dec 2023 10:04:34 GMT

Hi @gdandbg,

I'm sorry that you can't get in through the website.

It sounds like the two factor/step authentication has a prompt flag that needs cleared at my end.

I'll send you a private message so you can reply back to my team through. I'll have it looked into for you.

Thanks

DanielS

Re: Email access

Killerheels_uk — Tue, 26 Dec 2023 11:10:36 GMT

Could also be an IP conflict. Try unplugging router for 30mins, if no joy then yes Trust and Security need to be employed.

Re: Email access

DanielS — Fri, 29 Dec 2023 15:00:57 GMT

Hi @gdandbg,

Thank you for taking the time to speak with me today.

I'm happy that I was able to remove that prompt flag for you which allowed you to access your MyBT and emails through a web browser again.

If you ever need help, please, feel free to get in touch with me.

Thank you
DanielS

Re: Email access

gdandbg — Fri, 29 Dec 2023 15:38:40 GMT

Thanks so much for your help, I really appreciate it. Happy New Year!

Re: Email access

Harveybos — Sat, 30 Dec 2023 10:20:39 GMT

I'm having the same issue, stuck in a loop when trying to log on. it occurs when I try to check mail through both Outlook and through browser, it just constantly returns to the log on screen. This happens even when I try to access mail when logged on to MY BT. What do I need to do?

Re: Email access

gdandbg — Sat, 30 Dec 2023 13:12:37 GMT

Get in touch with the moderator, DanielS, as he sorted it for me. Also try the email app to bypass the problems with signing in. Hope you get it sorted.

Re: Email access

Harveybos — Sat, 30 Dec 2023 16:04:28 GMT

Thanks, sorted now with tech support online. Not sure what caused problem!