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Sorry something went wrong at our end..

grouch1961 — Wed, 21 Aug 2024 21:11:29 GMT

I have been unable to log in to one of my two BT email accounts for some time - I get the above message. I tried resetting my password (tho that's not the error I'm getting), and got another error message: sorry something's gone wrong. Please try again later.

It's been months since I tried, and got the same issues.

BT support chat doesn't offer an email support option (which is where the 'contact us' link takes me... so here I am, if anyone can help. I can't log in to various services that use this address as I can no longer get my mail, some of which have files I need.

Thank you 🙂

Re: Sorry something went wrong at our end..

Michael_D — Thu, 22 Aug 2024 10:45:19 GMT

Hi @grouch1961.

I know how important it is to have access to your email.

Have you been through any troubleshooting previously, other than attempting to reset the password? Have you been able to try clearing the cookies and cache from your browser or trying another browser or device to see if the same thing happens?

Michael

Re: Sorry something went wrong at our end..

grouch1961 — Thu, 22 Aug 2024 16:30:01 GMT

Thanks

Yeah - my cookies and cache have been cleared, and I've tried on different browsers and devices, too.

I wonder if the account has been removed by BT and no longer exists, tho I'd expect a more informative error message

Cheers 🙂

Re: Sorry something went wrong at our end..

Ali_A — Fri, 23 Aug 2024 10:55:06 GMT

@grouch1961

To get this looked into, you would need to give our broadband team a call where one of our guides will be able to check the status of your email account, and help diagnose the cause of the error message. 🙂

Ali

Re: Sorry something went wrong at our end..

gg30340 — Fri, 23 Aug 2024 13:09:32 GMT

@grouch1961

Have you logged onto your MyBT and gone to "Your Products" then "Email, Manage" and checked that the email account is showing in your list of email addresses?

If it is there, what is its "Account Type" shown at the top of the page and what is its status in your list of emails?