This topic

Is two-step authentication now mandatory? No option to switch it off.

Igor0 — Fri, 17 Apr 2026 20:51:34 GMT

Hello folks.

I was forced into enabling two-step authentication for my email address in order to access the broadband deals page. Tried to switch it off online - surprise-surprise, there is no option to do so anymore. The only option is to change the telephone number for passcodes. Tried to call customer service - they told me that it is mandatory now and cannot be switched off. I am just surprised how BT is quietly forcing its customers into it without any official announcement. In fact, the help section of their website states the opposite: it can be switched off at any time. Lies, lies, and lies again. Moral of this story - do not subscribe to it if you don't want it! It is irreversible now!

Re: Is two-step authentication now mandatory? No option to switch it off.

gg30340 — Fri, 17 Apr 2026 22:16:27 GMT

In reply to your question. Yes it is mandatory and can not be switched off however your device should become a trusted device after time, usually within two weeks but it may need authenticated each time until then.

Re: Is two-step authentication now mandatory? No option to switch it off.

Kimberlin — Fri, 17 Apr 2026 22:38:00 GMT

@Igor0 You are indeed correct, according to BT’s own web link, it is optional but can be turned off in your MyBT profile.

https://www.bt.com/help/security/two-step-authentication#:~:text=Two%2Dfactor%20authentication%20(or%202FA,It's%20optional.

Quite why BT staff would tell you it is mandatory and can’t be switched off, is only something they can explain. Perhaps the team member you spoke to, doesn’t have a clue about the product they are employed to advise on.

I assume however, that after reading @gg30340 post, the BT page I linked to is incorrect and should be removed or amended? Or of course there’s always the possibility that I’ve completely misunderstood the linked page and the OP’s problem and if so, happy to take it on the chin and crawl back under the couch 👍

Re: Is two-step authentication now mandatory? No option to switch it off.

gg30340 — Fri, 17 Apr 2026 23:49:41 GMT

Authentication for most BT systems migrated to a new platform a few days ago. Users will be asked to confirm their credentials and also enable multi-factor authentication if it is not already enabled.

There are numerous threads regarding this change and the problems that some users have found with it which BT are aware off and are dealing with the problems.

As usual BT did not announce the change prior to it being made nor have they updated the webpage in relation to 2FA.

Re: Is two-step authentication now mandatory? No option to switch it off.

Kimberlin — Sat, 18 Apr 2026 07:44:11 GMT

@Igor0 Notwithstanding @gg30340 who is obviously entirely correct in their explanation, see the following EE thread as it is entirely relevant, taking note of the Moderator response, who like most of the Moderators here, Moderate both the BT and EE forums in unison:

https://community.ee.co.uk/t5/EE-app-and-website/2FA/td-p/1603966

A cynical person might think that BT overall, are concentrating far more on developing the EE domestic arm of the business than taking care of other aspects of customer communications, hence the lack of updates to web pages etc.

Re: Is two-step authentication now mandatory? No option to switch it off.

danielle1 — Sat, 18 Apr 2026 11:49:48 GMT

I ran into this for the first time this morning, after some maintenance on BT last evening. This was just to log in to my BT account. I thought it would be just for the first time, but... no. (This can't be to do with email, as I don't have a BT email account.)

The problem for me is I don't have (nor want!) a mobile phone, so the codes must come over landline, so it's a real annoyance. There should at least be an option for the code to be sent by email.

Re: Is two-step authentication now mandatory? No option to switch it off.

gg30340 — Sat, 18 Apr 2026 12:59:06 GMT

@danielle1wrote:

The problem for me is I don't have (nor want!) a mobile phone, so the codes must come over landline, so it's a real annoyance. There should at least be an option for the code to be sent by email.

There is/was an option to have it sent by email. You need to log onto your MyBT and then go to Personal Details and scroll down to 2FA. Click on Edit 2FA settings how ever there appears to be a problem with using that method which will no doubt be related to this debacle.

Re: Is two-step authentication now mandatory? No option to switch it off.

danielle1 — Sat, 18 Apr 2026 13:53:45 GMT

Thanks for this. When I tried a few hours ago (unsuccessfully) to switch it off, the only option I got was to change the phone number.

Re: Is two-step authentication now mandatory? No option to switch it off.

gg30340 — Sat, 18 Apr 2026 14:09:51 GMT

In case you have missed it, you can no longer turn off 2FA.

Re: Is two-step authentication now mandatory? No option to switch it off.

danielle1 — Sat, 18 Apr 2026 19:34:49 GMT

Thanks, yes I know we can't switch it off - but there is no option to have codes sent in email, only to change the phone number.

Re: Is two-step authentication now mandatory? No option to switch it off.

barry1947 — Sun, 19 Apr 2026 18:11:26 GMT

I've just discovered this myself, when I tried to login yesterday to view my bill.

Been on to BT during today, and had it clarified by one of their tech guys (?)

2FA is indeed now mandatory, and cannot be turned off.

Even if you get a code sent to email, and respond to this, it will still INSIST on sending another code to mobile.

When I patiently explained that I, like many others, DO NOT USE A MOBILE, it appeared to cause some consternation.

Great forward thinking, BT.

I've been told you should be able to use a landline number instead, but I have serious doubts about this.

When I get the opportunity I'll be putting this to extensive testing, and hope to report back later.

Re: Is two-step authentication now mandatory? No option to switch it off.

danielle1 — Sun, 19 Apr 2026 20:58:15 GMT

Yes, the code is sent to landline - it's read out.

The annoyance for me is that the laptop I use is not near the phone. That means entering username and password, then jumping up to answer the phone, jotting down (or memorizing) the code and returning to the laptop to enter the code.

Come on, BT, you can do better.

Re: Is two-step authentication now mandatory? No option to switch it off.

COMPANY-PENSIONER — Mon, 20 Apr 2026 05:56:17 GMT

Hi there. FWIW

My 2nd device, the login to BTWebmail is without 2FA/2FS.

So, is the device 'TRUSTED'; alternatively, has BTWebmail inhibited 2FA/2FS ?

Re: Is two-step authentication now mandatory? No option to switch it off.

HenrikZimmermann — Mon, 20 Apr 2026 14:25:39 GMT

Two-step verification is being rolled out gradually by BT and the option to disable it is disappearing for more and more users.

If you no longer see the toggle in your email settings, the only remaining option is to call BT support and ask them to turn it off on their side. Some people managed to get it disabled after a short call, others were told it’s now permanent.

Try phoning them soon before it gets fully locked down for your account. Did the toggle vanish for you already?

Re: Is two-step authentication now mandatory? No option to switch it off.

COMPANY-PENSIONER — Mon, 20 Apr 2026 17:40:08 GMT

BT WEBMAIL 2FA/2FS, is back on my 3-device and the 'PASS CODE' reinstated.
BE SAFE OUT THERE !

Re: Is two-step authentication now mandatory? No option to switch it off.

philip55 — Tue, 21 Apr 2026 19:29:04 GMT

Is bt negligent not even informing customers in advance

Re: Is two-step authentication now mandatory? No option to switch it off.

St3v3D — Wed, 22 Apr 2026 12:33:01 GMT

I have a linked question that’s hopefully not too daft. If this applies to BT Mail sign-in too, how does 2FA work if you access your emails through iOS Mail app? When you add an email account to the iOS app, there’s only an option to add your password - so how do you verify it?

Re: Is two-step authentication now mandatory? No option to switch it off.

gg30340 — Wed, 22 Apr 2026 12:48:47 GMT

BT does not require 2FA when you are using an email app.

Re: Is two-step authentication now mandatory? No option to switch it off.

St3v3D — Wed, 22 Apr 2026 12:52:14 GMT

Fantastic, thank you. That’s good to hear.

Re: Is two-step authentication now mandatory? No option to switch it off.

philip55 — Wed, 22 Apr 2026 13:58:40 GMT

I do not have mobile and when the code sent to my phone its silent, phoned bt twicw to be told ill need a mobile when i said ill need to leave then they said ok lol so at least i know where i stand. I can't keep phoning it's driving me nuts and none of them have a clue.