This topic

Unable to access my email account

Rosmy — Mon, 18 Nov 2024 19:41:19 GMT

Can anybody help us, please? We have been having problems when we try to log into our email. It is very frustrating because we keep getting messages like "email error: bmx_***". Also the last message said our email account was locked . Thank you for all your advice and help. We never had problems before but this month has been very frustrating. I am 85 and I need to contact our family abroad on a regular basis by email. Once again, many thanks for all your trouble.

Re: Unable to access my email account

Leanne_T — Tue, 19 Nov 2024 10:00:30 GMT

Morning @Rosmy

Thanks for coming to the community and letting us know you have been unable to access your email account.

Could I just check, are you getting this error today when you log in?

Please let me know if this is still the same.

Speak soon 🙂

Leanne.

Re: Unable to access my email account

Rosmy — Tue, 19 Nov 2024 14:39:54 GMT

Hi, Leanne

Many thanks for your prompt reply. Today the Magic Trick happened and we could access our email account again. This has happened before, no idea why it locks itself. Anyway, all is well! Thank you for caring for us! Your thoughtful gesture is much appreciated!

Re: Unable to access my email account

Leanne_T — Wed, 20 Nov 2024 13:36:17 GMT

I am really happy to read this is now sorted for you @Rosmy

Thanks so much for coming back and letting me know 🙂

All the best.

Leanne.

Re: Unable to access my email account

Rosmy — Wed, 27 Nov 2024 15:16:47 GMT

Hi, Leanne

We hope you are keeping well.

I am afraid here we are yet again asking for your help about having our BT email account locked for the last 3 days. We have been BT members for a very long time and we never had any problems with out email account. However, this month for the third time our account has been locked. Each time we can not access it for 3 to 4 days. It is very frustrating. We need to keep contact with our family abroad. They keep sending us important emails but we can not access them! What is the matter with the system? I am always very careful when I type the email address and the password. We had to change our password several timesw but it din't sort out the problem. I do wait a whole day before I try to log in again.

Could you please help us? We are too old to solve the problem!

Kind regards

Re: Unable to access my email account

Leanne_T — Wed, 27 Nov 2024 16:58:58 GMT

Hi there @Rosmy

I am sorry this has happened again for you, do you have more than one BT email account?

Our Repeat log in failures to BT Email Help page has some steps to try to see if this helps for you.

Please let me know how you get on.

Leanne.

Re: Unable to access my email account

Leanne_T — Thu, 28 Nov 2024 13:56:49 GMT

Hi there @Rosmy

Just checking if you can access the account again today?

Please let me know how you are getting on 🙂

Leanne.

Re: Unable to access my email account

Rosmy — Thu, 28 Nov 2024 14:41:29 GMT

Hi, Leanne

Thank you for your message. I have sorted it out again.....but...for how long? This is the 4th time that our email account has been locked this month "for no apparent reason"! I kept our email account password for a long time and never had any trouble until now. However, this month I had to reset the account 4 times and get a new password! It has become very frustrating.

Sorry to bother you twice with this issue but something is going on since I am not the only Bt customer having problems opening the Bt email account!

Kind regards

Re: Unable to access my email account

licquorice — Thu, 28 Nov 2024 14:48:25 GMT

It's possibly due to someone having a very similar email address to you and mistyping it as your address but with their password which is obviously then incorrect and causing the lockout.

Re: Unable to access my email account

Leanne_T — Thu, 28 Nov 2024 14:54:31 GMT

Thanks for coming back to me @Rosmy

I understand and it is no bother at all. I would love to get to the bottom of this for you.

Could I just check do you use a VPN?

Leanne.

Re: Unable to access my email account

Rosmy — Thu, 28 Nov 2024 15:03:16 GMT

Hi, Leanne

I do have a VPN but I always disconnect it before I access my email account,

Thanks for your concern.

Re: Unable to access my email account

Leanne_T — Thu, 28 Nov 2024 15:27:56 GMT

Thanks for coming back to me @Rosmy

If this happens again, please can you check the VPN is disconnected and try closing and opening the browser again. Just to see if this stops the account from becoming locked.

If this still continues, please get in touch with our technical support team who can run detailed checks for you to see why this could be happening.

Leanne.

Re: Unable to access my email account

Rosmy — Sat, 30 Nov 2024 07:57:52 GMT

Hi, Leanne

Thank you for your advice. So far we can still access our BT email account. I keep crossing my fingers for good luck! I'll keep you posted.

Kind regards