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Locked out of email on iMac 2019

Pasterix — Sun, 13 Sep 2026 16:17:14 GMT

Hello all, I returned home yesterday after being away for a week, to find I am locked out of my BT email account that I access through Apple mail on my iMac 2019. I have spoken to BT and have managed to gain access to my emails on my iPhone 12, using the BT Mobile app but, whilst it uses the same password to access mail on the iMac, it isn't recognised and keeps me locked out. Has anyone else experienced this issue and how did you resolve it?

I've looked at the mail settings for the BT account on my iMac and the same password is shown, so there must be a disconnect somewhere.

Many thanks,

Re: Locked out of email on iMac 2019

gg30340 — Sun, 13 Sep 2026 18:19:27 GMT

Are you presently a BT Broadband customer or are you paying for your email through a BT Premium email account or did you migrate to EE Broadband?

Can you access your BTMail email account using a web browser?

Re: Locked out of email on iMac 2019

Pasterix — Sun, 13 Sep 2026 22:14:12 GMT

I’ve been a BT broadband and email customer for many years so am a migrant to EE. I can access the email using the Safari browser for webmail and also the BT mobile app. I can access the BT email via the web browser on the desktop iMac but I cannot access BT mail via the Apple Mail portalh, which I have been able to for many years but which does occasionally do this and which I’ve had to ask for help to unlock what ever is locking me out.

Re: Locked out of email on iMac 2019

gg30340 — Mon, 14 Sep 2026 06:47:12 GMT

Log onto your MyBT which you had when you were a BT Broadband customer and go to "You Products" then "email,manage" and check that your email account is showing as "Standard" and not "Basic".

Also check your email app is 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