This topic

Password Problems

Geoff16 — Mon, 10 Feb 2025 12:50:34 GMT

Since last years password processing "upgrade" my wife keeps getting asked to change her password. This morning we changed the password again and it is working on her laptop, BUT when she tries the new password on her mobile phone it keeps locking her out of BT.

This is having a knock on effect with other services she use on her phone.

We have tried the wait and retry but it keeps failing, but PC is OK.

Re: Password Problems

Linzi_H — Tue, 11 Feb 2025 13:42:26 GMT

Hi @Geoff16

Welcome to the community.

If your wife is using the app on her phone, can you try to delete and reinstall this?
If she is using a web browser, please clear cookies/cache along with any previously saved password.

If you're still no further forward after trying these steps, give the team a call so they can help further.

Linzi

Re: Password Problems

Geoff16 — Tue, 11 Feb 2025 17:52:46 GMT

It turns out that my wife was using the BT app on her phone rather than the BT EMAIL app.

It did not help not help that the predictive text kept predicting wrongly.

We did go down the clear cache route but that was failing. There were also some issues from when we set up the Email accounts before "Smart" phones on the PC.

It does not help when it is my wife's phone, she has her apps and uses it her way and cannot explain the problem properly, but its always my fault when it goes wrong.

Re: Password Problems

Linzi_H — Tue, 11 Feb 2025 18:00:23 GMT

It sounds like you've done a fab job of getting it sorted for her @Geoff16

That predictive text can test all of our patience at times! But the main thing is you're all sorted out 😊

Thanks for popping back to let me know,
Linzi