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Can't Reset Email Password - Stuck in Loop

sandgrownun1984 — Fri, 02 Aug 2024 10:03:45 GMT

On attempting to reset my email password I get stuck in the Enter Username -> CAPTCHA -> Loading Screen loop.

Looking at Chrome DevTools console, you have a failing endpoint during the load screen:

POST https://my.bt.com/appsselfserve/public/v1/consumer/sendotp?btId=***********@btopenworld.com&r=appsselfserve:Home:73ad191e-de56-49a6-890e-1ddfeb364b30 400 (Bad Request)

Re: Can't Reset Email Password - Stuck in Loop

gg30340 — Fri, 02 Aug 2024 10:41:24 GMT

Try using @btinternet.com instead of @btopenreach.com for ure user name.

Re: Can't Reset Email Password - Stuck in Loop

sandgrownun1984 — Fri, 02 Aug 2024 11:03:42 GMT

Thanks, but still the same behaviour. No luck.

Re: Can't Reset Email Password - Stuck in Loop

gg30340 — Fri, 02 Aug 2024 12:05:49 GMT

What method are you using to change your password. ie is it through your MyBT or via the settings within the email account or via the forgotten log on details on the log on page?

Are you able to still log onto your email account using your old password?

Re: Can't Reset Email Password - Stuck in Loop

sandgrownun1984 — Fri, 02 Aug 2024 12:26:07 GMT

Through the email.bt.com login screen. Clicking the Forgotten Details, I then get into the Username -> CAPTHCHA -> loading screen -> Username loop which doesn't go anywhere.

I am not able to login via my old password.

Wondering if the account is locked and I need to ring up.

Re: Can't Reset Email Password - Stuck in Loop

gg30340 — Fri, 02 Aug 2024 14:17:46 GMT

Have you tried logging into your MyBT then going to "your products" then "email, manage" to see if you can access the account from there. If you can you can then try and change it from within the email settings.