This topic

iPad app problem after password change

Willmouger — Tue, 02 Sep 2025 10:43:32 GMT

Since changing my password the mail app on my ipad receives email but can no longer send, all attempts end in the Outbox.

Send and receive work OK on Webmail

I am a broadband customer so have Standard email

What could be the problem?

Re: iPad app problem after password change

shakey1981 — Tue, 02 Sep 2025 11:54:52 GMT

if you changed the password on bt email you will need to make this change on the device to continue receving email if you havent done so

email settings

Re: iPad app problem after password change

gg30340 — Tue, 02 Sep 2025 12:51:05 GMT

When you change your BT password on an iPhone/iPad/Apple device it may only change for INCOMING mail.

To change the outgoing mail password you have to go into Settings; then scroll down to Passwords & Accounts or on older devices Mail, Contacts, Calendars. From there select the BT email account and select the account where it is listed under IMAP.

You will find the details for the account and can change the password for the Incoming server there, the outgoing mail server only shows SMTP and mail.btinternet.com You have to tap on that Primary Server in order to find where the Outgoing password is hidden so you can update it.

When setting up the email account on your device you are best to set it up manually, using "other" and ensure that you are using the correct settings as per this link.

https://www.bt.com/help/email/manage-email-account/manual-settings/what-are-the-settings-for-outgoing-and-incoming-bt-email-servers

Re: iPad app problem after password change

Willmouger — Tue, 02 Sep 2025 14:31:50 GMT

Thanks. Yes, I did change the password on both the device app settings as well as on the webmail.

The app lets me login on the new password and receive msgs so I don't know why I can’t send.

Re: iPad app problem after password change

Willmouger — Tue, 02 Sep 2025 15:10:13 GMT

Well Thankyou for your suggestion. I changed to the new password in the Primary server section and can now send successfully.

However, I no longer receive messages (at least not test ones that I send to myself-which used to be ok)

Re: iPad app problem after password change

Willmouger — Wed, 03 Sep 2025 03:09:35 GMT

Hi again. Further to my earlier response I confirm that I can now send from the Mail app but cannot receive msgs sent by others. I can still send and receive using Webmail.

Any further clues ?

thanks

Will

Re: iPad app problem after password change

Peter_W — Wed, 03 Sep 2025 15:50:58 GMT

Hey @Willmouger, thanks for sharing those details for us!

I've flagged this with our email support teams, but just to be sure can you please confirm exactly what settings you have showing for each section in the iPhone email app?

Feel free to upload a screenshot if that's easiest, but make sure to mask any personal information.

Peter

Re: iPad app problem after password change

Willmouger — Thu, 04 Sep 2025 11:54:14 GMT

Thanks for your reply. I’ve attached two screenshots showing settings. The others are too big but they show the following..

IMAP ACCOUNT INFORMATION

Name

Will

w**********@btinternet.com

Description Btinternet

INCOMING MAIL SERVER

Host Name mail.btinternet.com

Username w**********@btinternet.com

Password

OUTGOING MAIL SERVER

SMTP

mail.btinternet.com

————————

and…….

• Account Settings

Advanced

Archive Mailbox

MOVE DISCARDED MESSAGES INTO:

Deleted Mailbox

Archive Mailbox

DELETED MESSAGES

Remove

INCOMING SETTINGS

Use SSL

Authentication

IMAP Path Prefix /

Server Port 993

Re: iPad app problem after password change

licquorice — Thu, 04 Sep 2025 10:18:02 GMT

You might want to edit out your email address before you attract more scammers and spammers that you can deal with!!!

Re: iPad app problem after password change

Peter_W — Thu, 04 Sep 2025 13:22:54 GMT

Thanks @Willmouger, I've shared this with our team, and if there's anything more I need in the meantime I'll let you know.

Just as a heads up too, I've edited your post so that your email address isn't visible in public, as we recommend not sharing this.

Peter

Re: iPad app problem after password change

Willmouger — Thu, 04 Sep 2025 13:36:44 GMT

OK thanks

Re: iPad app problem after password change

Andy_N — Fri, 05 Sep 2025 15:19:42 GMT

@Willmougerwrote:
OK thanks

If this issue hasn't cleared, then changing password can take a while - at least used to years ago. And sometimes the old password worked for a short period before the change fixes itself for apps/clients. Webmail is normally instantaneous.