This topic

Can’t reset password on BT email - text message never arrives

Jasone — Thu, 01 Aug 2024 07:56:01 GMT

Hello I have been logged out of my bt yahoo app for email yesterday and it keeps telling me my password is incorrect. I have my mobile number associated with my account and it says it will send a PIN number so I can confirm my identity - this never arrives despite trying multiple times, there is a chat online option after this which also doesn’t display and gives an error message so I think it’s a BT issue

it’s not blocked as I have no numbers blocked - is anyone at BT got any ideas how I can get back into my account please if the text message doesn’t work?

there is a question on what is my first car / bike but that also doesn’t work! did setup the account when I was 16 ( now 41) so I may have put in a wrong answer from 25 years ago

any help appreciated

Re: Locked out of email

Jasone — Thu, 01 Aug 2024 11:41:16 GMT

This is also happening to me and I can’t get back in as there is no text message arriving to allow me to try a password reset

Re: Can’t reset password on BT email - text message never arrives

JohnC2 — Thu, 01 Aug 2024 16:23:26 GMT

Hi @Jasone, sorry you can't access your BT Email account. Yahoo stopped hosting BT Email a few years back and I would suspect you would have had to change to the BT Email app What is the BT Email app and how do I get it? | BT Help

I hope that helps but if you still need help to access your BT Email please get in touch by using the 'Message now' option on this page: Fix email | BT Help and one of our guides will be happy to help you.

Cheers

John

Re: Can’t reset password on BT email - text message never arrives

Jasone — Thu, 01 Aug 2024 16:26:17 GMT

Thanks John I am using that app already my mistake with terminology- there is a an option to receive a text message to reset the password but the password pin never arrives this has been like this now for about 3 days

Re: Can’t reset password on BT email - text message never arrives

JohnC2 — Thu, 01 Aug 2024 16:28:35 GMT

Hi @Jasone, was thinking it would be very unlikely to be the Yahoo app but best to be sure. Get in touch with the Email team on the above link and they'll get this fixed for you.

Cheers

John

Re: Can’t reset password on BT email - text message never arrives

Jasone — Thu, 01 Aug 2024 16:29:24 GMT

The is a screen shot of it and nothing arrives

Re: Can’t reset password on BT email - text message never arrives

Jasone — Thu, 01 Aug 2024 16:30:08 GMT

I have tried but there is no option for email team only broadband tv etc

Re: Can’t reset password on BT email - text message never arrives

Jasone — Thu, 01 Aug 2024 16:30:57 GMT

I did call a couple of days ago instead and was told would get a call back but nothing as yet

Re: Can’t reset password on BT email - text message never arrives

JohnC2 — Thu, 01 Aug 2024 16:41:35 GMT

Hi @Jasone it falls under broadband so Existing customer - Technical - Broadband will get you to the right team.
I'm assuming that you are an existing BT Broadband customer or have Premium Mail. If not then you will be on the Basic email platform and can only access email via bt.com/email and not the app.

Cheers

John

Re: Can’t reset password on BT email - text message never arrives

Jasone — Thu, 01 Aug 2024 16:44:41 GMT

I am not a premium customer but have accessed via the app until this week, has that changed this week ?

Re: Can’t reset password on BT email - text message never arrives

JohnC2 — Thu, 01 Aug 2024 18:09:43 GMT

Hi @Jasone, I wouldn't say anything changed but I would suspect that the email team check email addresses are linked to either a broadband or Premium Mail as part of their housekeeping. As you don't have broadband with us or Premium Mail then you will only be able to access your email via webmail.

Thanks

John

Re: Can’t reset password on BT email - text message never arrives

Jasone — Thu, 01 Aug 2024 19:15:22 GMT

But even via web mail I have the same issue and can’t access the reset password function via text messages

Re: Can’t reset password on BT email - text message never arrives

JohnC2 — Thu, 01 Aug 2024 19:42:06 GMT

Hi @Jasone, It might be referred to the 2nd level email team from your call earlier this week but best be sure. Use the link above and chat with them and they’ll be able to check if the case has been raised and referred on to them or they may be able to help update your mobile number for the PIN.

Cheers

John

Re: Can’t reset password on BT email - text message never arrives

Jasone — Thu, 01 Aug 2024 19:47:07 GMT

I know is the right number as if I go to yahoo and try and reset then it shows my full number on screen but the text still doesn’t arrive

they never gave me a reference number on the phone so I don’t even have a reference to pass on so may have to start again