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Can't access BT account

jimar — Tue, 05 May 2026 13:16:32 GMT

When I try to access my account and put in my ID (email address) and pw it says - Verifying access to your account. We're updating security settings. Can you access the above email address? Then you get 2 options - yes or no. If you click Yes a code is sent to the account you are trying to access. Click NO and it says - we are unable to verify you. So a code is sent and you can't access it. I've phoned their help line twice about this but got nowhere.

Re: Can't access BT account

imjolly — Tue, 05 May 2026 13:23:24 GMT

can you access MYBT using a web browser and not an app?

there are numerous forum posts like yours with some solutions if you use search facility

Re: Can't access BT account

gg30340 — Tue, 05 May 2026 13:35:31 GMT

BT have now implemented a Two Factor Verification which sends the PIN code to either you mobile phone or email address that they have on record. As you have found out it is not much help if you have set the email account to the one that they are sending the PIN to.

Can you get logged onto your MyBT?

If you can you may be able to click on "Your Details" "Personal Details" where it will show the contact details that BT have on record. You should be able to edit these to another email address or phone number. If you can edit them remember to click save.

This hopefully will now have the PIN code sent to either or both of the edited details.

Unfortunately it might be that you can not get into your MyBT because it may also require a PIN which will obviously mean the above won't work.

If that is the case you could try clicking on the "Forgotten Login details" to see if you can complete that route and gain access.

If that doesn't work you will nee to contact BT 0330.1234.150 and get them to fix the your problem or escalate it to some one who can.

If that does not work contact the BT CEO, her email address is easily found with an Internet search, and complain about the mess that BT have created.

Re: Can't access BT account

jimar — Tue, 05 May 2026 16:20:36 GMT

Thanks but whatever I try, I come up with the same dead end - a pass code is sent to an account I can't access. BT don't have my mobile number but they have my Yahoo email address but the code isn't sent there. I have phoned their helpline twice, spending a fruitless half hour each time. Next step might be a letter but I am not optimistic about that solving the problem.

Re: Can't access BT account

gg30340 — Tue, 05 May 2026 16:38:54 GMT

I have notified the moderators of the forum about your problem. Once they have read this they may be able to help by directing it to the correct team that should be able to resolve this.

They will advise you by posting on this thread.

Re: Can't access BT account

Linzi_H — Tue, 05 May 2026 16:54:17 GMT

Hi @jimar

I'll send over a Private Message so we can chat further.

Linzi