This topic

Saying incorrect username or password when logging into emails

Telling — Thu, 18 Apr 2024 15:28:55 GMT

For the last 2 or 3 weeks I haven't been able to access my BT email online, it keeps saying I am using an incorrect username or password, but I am NOT! I use the same details to access My BT, I always have, and from there I've tried logging in to my emails and cannot. I've also tried the standalone login, not through My BT. Neither will let me in.

Please help I am at the end of my tether. Its only been happening since BT changed the portal their end and I understand other people are having the same issue? They've had help form the team at BT, if you are reading this please help me?! Someone confirmed there was a gremlin in the system stopping their login from working, have I got the same?

Re: Saying incorrect username or password when logging into emails

gg30340 — Thu, 18 Apr 2024 18:03:36 GMT

Have you tried the "new" email log on page. Click on the email button at the top of this page and try that if you have not already been using it.

If you still can not get access to your email try using the "Forgot Log on Details" on the BTMail log on page and follow the prompts.

BT recommend that you should not use the same password for both your BTMail and BTID.

See link.

I need to change or reset my BT Email password | BT Help

Re: Saying incorrect username or password when logging into emails

Telling — Thu, 18 Apr 2024 19:02:50 GMT

Yes I have been using the new email login, its only since I started trying this new login page that I've had issues. You can have the same login for both, I've had this for many years and only started having login issues when this new email login page started. I can get into My BT but from there I cannot get into emails either!

Re: Saying incorrect username or password when logging into emails

gg30340 — Thu, 18 Apr 2024 19:16:52 GMT

See this link

Changes to how you login to BT Email | BT Help

Re: Saying incorrect username or password when logging into emails

Telling — Thu, 18 Apr 2024 20:37:18 GMT

I've been here several times in last few weeks, trying to get into my emails online. I've tried every entry point available and it still tells me I am using an incorrect username or password, which I am NOT.

Re: Saying incorrect username or password when logging into emails

Telling — Tue, 23 Apr 2024 06:21:31 GMT

I am still unable to get into my email online, through any route! Its only happened since BT changed their portal/login screen for emails. If anyone from BT reads these posts, please help?!

I need to be able to access my emails when I am not at home and there will be junk emails I need to check and clear. My username and password are correct, I can access my emails at home on my computer, and I can get into My BT as normal.

Is anyone else having this issue???

Re: Saying incorrect username or password when logging into emails

gg30340 — Tue, 23 Apr 2024 07:34:21 GMT

If you can log on at home on your PC it tends to show there is nothing wrong with your account.

What device are you using when away from home and how are you trying to log on. Is it with an email client/app or with a web browser and if so which one?

When you are away from home what country are you in?

Are you using a VPN if so try turning it off.

Re: Saying incorrect username or password when logging into emails

Telling — Tue, 23 Apr 2024 13:11:03 GMT

That's what I thought, if I was using an incorrect email, username or password (which I am not) I wouldn't be getting them at home as normal!

No VPN. Its a normal desktop computer and I am using Google Chrome, which I updated to newest version last week in case this was the issue. I've also tried through Microsoft Edge.

I'm in the UK, less than 10 miles from home. I just work in a farm office a few mornings and its nice to be able to check my emails in my break as I work for myself. I've also tried through my tablet and even online through my home computer and get the same message. You are using an incorrect email, username or password. Its very frustrating!

Earlier this week I logged into My BT and selected my email address as my preferred/favourite and this is suppose to mean I can see my emails trough My BT? But I still can't access them and the tick won't stay in the box to have it as my preferred email address. Its my only email address so there cannot be any confusion at BT?!

Re: Saying incorrect username or password when logging into emails

gg30340 — Tue, 23 Apr 2024 13:15:29 GMT

Are you a BT Broadband customer or are you paying for your email account through BT Premium email?

Re: Saying incorrect username or password when logging into emails

Telling — Fri, 26 Apr 2024 17:57:46 GMT

I am a normal broadband and telephone customer. I don't have the premium email service. I've always been a BT customer.

I still cannot get into my emails online, despite still being able to access from my home computer, which is proof I have the correct login details!

Is anyone else having this problem since BT changed the login screens, and presumably changed something at their end?!! I read on one of these messages that there was a bug in the system and someone form BT had sorted it out for them. Any idea how I get to speak to or email the correct dept for this?

Re: Saying incorrect username or password when logging into emails

gg30340 — Fri, 26 Apr 2024 18:41:50 GMT

When you log onto your MyBT and go to "Your Products" then "EMail, manage" what Account Type does it show you have at the top of the page?

Re: Saying incorrect username or password when logging into emails

Telling — Fri, 26 Apr 2024 20:22:51 GMT

It doesn't show an 'account type' but it does give me the option to move to premium emails so I know I haven't got that. I assume this costs more and as I didn't have any problems logging in prior to BT changing its log in I am hoping this 'bug' will be resolved.

I have tried making my one and only active email address 'my favourite' but no matter how many times I do this the next time I look the tick has disappeared from the box when I next look.

Re: Saying incorrect username or password when logging into emails

gg30340 — Fri, 26 Apr 2024 21:46:36 GMT

It should show the account type as per the following

If it doesn't show the type of account and the fact that you can not manage your email account in MyBT I suspect that your email account has been "downgraded" to BTMail Basic.

Are there adverts showing when you log onto your email account using a web browser if there are it would confirm that you are on BTMail Basic

If that is the case it will require BT to sort this so post back with the above information.

Re: Saying incorrect username or password when logging into emails

Telling — Sat, 27 Apr 2024 07:27:20 GMT

I have been a BT customer for all my adult life and this is the only email I've ever had. I would not expect to be 'downgraded' without any notification from BT, neither did I ask for my email account to be changed.

I cannot log in to my email through a web browser at present (that is my reason for posting my issue on here) so I have no idea if there are adverts showing. When I could log in a few weeks ago there were no adverts showing. Is there anywhere on my computer emails it will confirm what type of email account I have?

Re: Saying incorrect username or password when logging into emails

Telling — Sat, 27 Apr 2024 07:41:08 GMT

Just to confirm I have no adverts when I log in to MyBT. When I tick the box to make my email address my favourite it say it 'your favourite email has been changed' in a green box on screen, but when I click on see options again the tick in the box has gone! I can do this over and over again and it will not stay ticked. I thought having it as my favourite might resolve the login issue?

I've just tried again to log in to my email through MyBT but I am still getting the message 'you are using an incorrect email, username or password', its very frustrating! I have no way of logging in to email when I am away from my home computer and no idea what's in my junk box that shouldn't be there!

Re: Saying incorrect username or password when logging into emails

gg30340 — Sat, 27 Apr 2024 13:07:21 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: Saying incorrect username or password when logging into emails

DavidM — Sat, 27 Apr 2024 13:10:40 GMT

Hi @Telling and thanks for posting.

I'm sorry you're having problems with your email. We're really busy at present so the quickest way to get help would be to contact the help guys. You'll get the contact number at Email | BT Help. Can you try that and let me know how you get on?

Cheers

David

Re: Saying incorrect username or password when logging into emails

Telling — Sun, 28 Apr 2024 08:35:14 GMT

Hi David

I managed to speak to them this morning. The guy said my password has expired and I need to reset it. I did tell him that as I can still access my emails from my home computer through Outlook that this didn't make sense and I can still get into MyBT. However he said my home computer may be stuck in a loop and that within a few weeks I will no longer be able to access them. Its apparently due to a security update/change at BT, brought in when they changed the login screen (and I assume a system change at their end). The reason I cannot tick the box to make my email my favourite is because they've removed that facility at present.

I'm not totally convinced about this theory but he was very helpful and directed me to where I would update my password in Outlook if I do reset it. The last thing I need is not to be bale to access my emails at all!

I would appreciate your opinion on his advice?

Thanks

Re: Saying incorrect username or password when logging into emails

JohnC2 — Sun, 28 Apr 2024 09:37:39 GMT

Hi @Telling, if that was the advice from the email helpdesk than I would suggest you try this. They are the experts in this field.

Update us on how you get on.

Cheers

John

Re: Saying incorrect username or password when logging into emails

Telling — Tue, 07 May 2024 14:53:17 GMT

Sorry its taken me a while to get the nerve up to do it. Done it and its worked, thank goodness.