This topic

Unable to send BTMail via Outlook

PaulG-UK — Tue, 04 Mar 2025 21:40:28 GMT

Hi,

Yesterday I was unable to send mail from my BT Mail account in Outlook on my phone. After many attempts at trying to fix the problem I eventually decided to delete the account and re-install it. I am unable to re-install it; having entered all of the necessary information (mail servers, port numbers, security, etc.) I get the message "Cannot log in, please retry".

Today I am also unable to send mail from my BT Mail account in Outlook on my laptop. A pop-up appears asking for my userID and password - which I fill in - but to no avail.

I am a BT Broadband customer and mail is working perfectly from the BT Mail App on my phone and from BT Webmail. I do however want to continue to use Outlook as my consolidated mail tool.

Any help would be much appreciated.

Thanks.

Paul.

Outlook 365

Furface — Wed, 05 Mar 2025 15:42:47 GMT

I have been accessing my BT email through Outlook 365 relatively successfully for some time. Outlook has now started asking for a password.

The password wanted is NOT the one I use to sign in to BTOpenworld. Any idea as to what it really wants?

I am now cut off from my calendar, though I can access email through webmail (and old Outlook)

(When I select "Forgot Password", it takes me to a "Help" page that is generic.)

[Mod edit: Rejected image as it contained an email address]

Re: Unable to send BTMail via Outlook

Furface — Wed, 05 Mar 2025 13:16:09 GMT

This sounds related to my problem, posted today. Sorry I can't help, but Outlook seems to be messing us about

Re: Unable to send BTMail via Outlook

Alex_H — Thu, 06 Mar 2025 09:16:20 GMT

Hi @PaulG-UK and @Furface,

Thanks for visiting the BT Community

It sounds like you have followed most of the things we would recommend when encountering a problem using a third party e-mail client. Have you tried resetting your BT Mail password to see if it then allows you to reset the account up and login to Outlook?

The link to reset is Forgot login details and the e-mail settings if you need to double check them when setting back up are found here BT Email server settings | BT Help

Alex

Re: Unable to send BTMail via Outlook

PaulG-UK — Thu, 06 Mar 2025 17:25:05 GMT

Hi Alex,

Thanks for your reply. I tried to re-install the BT Mail account into Outlook earlier and it did it first time (not having changed anything meanwhile). All was working fine for a few hours but now the original problem has come back - I am unable to send emails from Outlook on my phone - for the BT account only. My wife is also suffering the same problem with Outlook and BT mail on her phone.

Clearly there is something happening in the BT system somewhere ....

Cheers.

Paul.

Re: Unable to send BTMail via Outlook

Christopher_G — Fri, 07 Mar 2025 10:37:50 GMT

Hi @PaulG-UK

Thanks for trying that. If you have a chat with our Email Technical Support team, they'll be able to check everything from our side and hopefully help get this fixed for you.

Chris