This topic

Error message: (6-1-3-1) ID (69FE539D01C2B6F4)

AlisonS63 — Sat, 30 May 2026 17:40:26 GMT

I’m struggling to open or send an email while abroad (Central Asia) on hotel WiFi. It’s worked for 5 days and now access has suddenly stopped at a new hotel. I don’t use VPN.

Any suggestions on what to do next please?

Thanks.

Full error message:

“Sorry your email could not be delivered due to content policy reasons. Please check your message content for URLs, content and

subject matter that could be construed as Malware, Spam or Phishing before retrying. (6-1-3-1) ID (69FE539D01C2B6F4)”

Re: Error message: (6-1-3-1) ID (69FE539D01C2B6F4)

gg30340 — Sat, 30 May 2026 17:58:18 GMT

It is most likely that the hotel you are using has its IP address on a black list and as such BT are stopping it getting through.

You could try a different wifi network.

Are you using a web browser or an email client or email app?

If you are using a mobile phone have you tried using it on the mobile phone network rather than the hotel wifi?

Re: Error message: (6-1-3-1) ID (69FE539D01C2B6F4)

AlisonS63 — Sun, 31 May 2026 01:59:37 GMT

I’ve tried the BT email app, email client and web mail, only web mail works, but when I try to send an email from the web mail, that message appears.

The travel data I bought doesn’t function and all I want to do is email the provider, but BT is preventing that.

I will see what happens on my next hotel stop. Uzbekistan has plenty 5G data in the cities but on a tour so can’t spend masses of time in this.

Thanks for input.

Re: Error message: (6-1-3-1) ID (69FE539D01C2B6F4)

michaelndavies — Mon, 15 Jun 2026 08:45:47 GMT

I am getting this message in the UK:

Sorry your email could not be delivered due to content policy reasons. Please check your message content for URLs, content and subject matter that could be construed as Malware, Spam or Phishing before retrying. (6-1-3-1) ID (69E78B80046CE02D)

I see others have had the same problem but I do not see any solutions.

Please advise - I am unable to send any emails!!!!!

Re: Error message: (6-1-3-1) ID (69FE539D01C2B6F4)

AlisonS63 — Mon, 15 Jun 2026 08:56:48 GMT

You’re right, for me there was no adjustment on any of my phone settings to get this problem resolved. Both the eSIM and hotel WiFi worked perfectly when I moved on from Uzbekistan to Kyrgyzstan. I was able to access emails using the BT app and also Apple’s mail app on my iPhone as normal.

I’ve recently started using the BT Cyber Threat Protect offered by Norton, but no idea if that’s helping or hindering email access.

Hope you get a fix as these problems take up so much time which BT must be aware of given the error message that appears is identical.

Re: Error message: (6-1-3-1) ID (69FE539D01C2B6F4)

Michael_D — Tue, 16 Jun 2026 11:07:09 GMT

Hi @michaelndavies

Thanks for coming to the community.

Are you seeing this error all of the time, or is it intermittent?

When you do see it are you connected to your home WiFi, another WiFi hotspot or mobile data?

Are you using the BT email app, webmail or a third party client?

Michael

Re: Error message: (6-1-3-1) ID (69FE539D01C2B6F4)

AlisonS63 — Tue, 16 Jun 2026 12:05:11 GMT

Hi Michael, I was replying to someone who posted about the error message I’d received 10 days ago. I’m not sure you can see all the messages on this thread, but the problem resolved itself moving to another country, which was when I closed the problem.

see from the

Re: Error message: (6-1-3-1) ID (69FE539D01C2B6F4)

Michael_D — Tue, 16 Jun 2026 12:33:03 GMT

I'm glad to hear it is resolved for you @AlisonS63.

I was replying back to @michaelndavies to see if we could help him with him saying he was in the UK.

Michael

Re: Error message: (6-1-3-1) ID (69FE539D01C2B6F4)

AlisonS63 — Tue, 16 Jun 2026 12:42:07 GMT

Ah … sorry.

Re: Error message: (6-1-3-1) ID (69FE539D01C2B6F4)

michaelndavies — Tue, 16 Jun 2026 13:56:54 GMT

Hi. I managed to fix mine by re-setting the desk top but the mystery remains - why does only BT suffer with this problem? Thank you for messages of help.

Re: Error message: (6-1-3-1) ID (69FE539D01C2B6F4)

Michael_D — Tue, 16 Jun 2026 14:08:32 GMT

Thanks for the update @michaelndavies.

It could be anything from the IP address as @gg30340 mentioned above, or it could be the content of the email itself.

If you do see it happen again, please let us know.

Michael