This topic

Manage/create email accounts option gone

borderline — Thu, 06 Jun 2024 18:39:21 GMT

Hi,

Under My products on my account, I don't have anything about emails, I can't add or delete any email account, I don't see any option anywhere. Why?

Re: Manage/create email accounts option gone

gg30340 — Thu, 06 Jun 2024 21:28:32 GMT

Since October 2022 BT are no longer offering BTMail to new customers or existing customer who did not set up an email account prior to October 2022.

Did you have a BTMail account prior to that and use it on a regular basis?

Re: Manage/create email accounts option gone

borderline — Fri, 07 Jun 2024 09:34:17 GMT

I'm not a new customer, I've been with BT for years, I have 4 email addresses with BT and one of them is my main email address .

BT instructions says: If you've got broadband with BT, select Your products, then scroll down to the Email tile and select the link to Manage

I don't have the Email tile anywhere

Re: Manage/create email accounts option gone

gg30340 — Fri, 07 Jun 2024 16:52:59 GMT

Have you tried logging onto your MyBT using a web browser.

Re: Manage/create email accounts option gone

borderline — Fri, 07 Jun 2024 17:46:02 GMT

yes, I tried with two different browsers, the email option is not there

Re: Manage/create email accounts option gone

gg30340 — Fri, 07 Jun 2024 18:53:18 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: Manage/create email accounts option gone

JohnC2 — Sat, 08 Jun 2024 07:51:55 GMT

Hi @borderline, sorry you can't manage your email accounts. Please would you check that the 'Account Holder' status is claimed on the BTID you are using to try and manage the email accounts and post back to let me know.
What's the difference between an Account holder and an Account manager in My BT? | BT Help

Cheers

John

Re: Manage/create email accounts option gone

borderline — Sat, 08 Jun 2024 10:35:24 GMT

Thank you. It seems that I'm the Account manager ( I remember having a username login but it got deleted, maybe that login was as account holder.I'm logging in now with my email )

When I click on the link "I should be the account holder' I get this error (I tried with 3 different browsers) :

Error 500--Internal Server Error

From RFC 2068 Hypertext Transfer Protocol -- HTTP/1.1:

10.5.1 500 Internal Server Error

The server encountered an unexpected condition which prevented it from fulfilling the request.

Re: Manage/create email accounts option gone

JohnC2 — Sat, 08 Jun 2024 11:37:05 GMT

Hi @borderline, thanks for the update. Get in touch with us on the 'Message now' option on this page: Broadband | BT Help and they'll be able to check what your Primary BTID is and if you can then access it you should be able to manage the email accounts.

Cheers

John

Re: Manage/create email accounts option gone

borderline — Sat, 08 Jun 2024 11:19:03 GMT

I don't see the 'Message Now' anywhere , is not the same as the Messages not the top right corner, is it?

Re: Manage/create email accounts option gone

JohnC2 — Sat, 08 Jun 2024 11:38:10 GMT

Hi @borderline, sorry I didn't input the link to the page. I've done that now and it's Broadband | BT Help.

Cheers

John

Re: Manage/create email accounts option gone

borderline — Sat, 08 Jun 2024 21:29:18 GMT

An update on this:

I contacted them this afternoon, we couldn't change from manager to account holder as we were getting error messages all the time . He said to wait a couple of hours and it should be fixed... 7 hours later I tried and nothing, still same error message .

In the meantime they deleted my BT ID so I couldn't login anymore. Another agent took over and they have created another BT ID with another email of mine.. but this account has nothing, no account number and no products .

Under account it says either Account 1 or Account service user. and the role under this account is service user.

They said it will take 48 to update... but I won't hold my breath , not sure if that's right.. is there anything else I can do?

On the Account page, there is a link under Multiple accounts that says add an account... I don't want to mess it up even more, so I don't know if I should try to add my account there?

Re: Manage/create email accounts option gone

NeilO — Sun, 09 Jun 2024 09:18:24 GMT

@borderline it can't do any harm to try adding the account if it's not showing in the drop-down list. Let me know if that works.

Neil

Re: Manage/create email accounts option gone

borderline — Sun, 09 Jun 2024 10:24:42 GMT

I have added my account number , however, under Your Products nothing is selected, broadband , landline , tv... all greyed out (if I click on Add Now it will take me to the main BT page) and at the top the account number shows as Account 1 .

Only when I click under Your details and Account it shows my account number and says account holder.

I can see bills and manage my emails now but my products are gone

Re: Manage/create email accounts option gone

NeilO — Sun, 09 Jun 2024 12:24:04 GMT

Hi @borderline I'll send you a private message so you can get in touch and we'll be happy to help.

Thanks

Neil

Re: Manage/create email accounts option gone

borderline — Sun, 09 Jun 2024 13:12:09 GMT

Hi Neil,

I have logged in again and now it's working fine , the Your Products page has updated with my account number and I can see my broadband and landline and also emails .

I guess I had to leave it a for a while to update .

All good now, thank you😊

Re: Manage/create email accounts option gone

NeilO — Sun, 09 Jun 2024 14:32:06 GMT

@borderline brilliant, I'm glad that worked.

Neil