This topic

Error message when using Manage email - Import an email address on BT.com desktop site.

westonflyer — Tue, 16 Jun 2026 15:52:00 GMT

Hi, I keep receiving a red Alert error, "Sorry, something has gone wrong. It's not you. It's with us" message when entering the Manage email, Import an email address function. It's been like this for days. Is it going to be fixed?

As I need to move three family members' BT email addresses to my account.

Re: Error message when using Manage email - Import an email address on BT.com desktop site.

gg30340 — Tue, 16 Jun 2026 17:25:06 GMT

The message you are getting is a generic message when ever a BT web page is not working correctly so I doubt BT will be doing anything unless the problem gets reported to them.

You should call BT 0330.1234.150 and report the problem.

Re: Error message when using Manage email - Import an email address on BT.com desktop site.

docdunning — Sun, 20 Sep 2026 10:55:24 GMT

@westonflyer - did you ever get this resolved? I need to import/link an email address, but like you, I'm getting the red alert box.

When I click the "Import .." button on the Manage Email page in My BT, another page loads, then I get the spinning circle logo, then the red alert "It's not you, it's us".

So I never get as far as entering the email address / password.

I asked another family member to try on their own My BT account and the same thing happens.

Re: Error message when using Manage email - Import an email address on BT.com desktop site.

westonflyer — Sun, 20 Sep 2026 16:39:45 GMT

Basically NO.. Tried phoning them and 3 times they said they would send the request to their "backroom team" to be done manually by them and would be sorted within 3 days and even though I got three reference numbers nothing was done and that was over 2 months ago now.. So dont hold your breath, BT support is completely useless!

Re: Error message when using Manage email - Import an email address on BT.com desktop site.

docdunning — Sun, 20 Sep 2026 17:12:46 GMT

Hmm - that's annoying. I might be cancelling BT Broadband at some point, and I want to keep my email addresses.

BT's own "help" pages say that:

If you have BT email and you cancel your broadband with us, you can:

Close your BT email
Keep your email but with more basic features by getting Basic email, which is free
Keep your email with the same features by getting Premium email, which costs £7.50 a month
Keep your email with the same features, by linking it to a friend or family member's BT Broadband, which is free

That third option is available to me, and in fact I'd like to do it regardless of whether I cancel the broadband.

So it's possible that BT's broken website, and unhelpful CS agents will cost me £7.50 a month. I sense a complaint might be needed. Of course, I realise that the linking has to be done by my family member, not by me. I'll try calling them tomorrow, though, and see what they suggest.

Re: Error message when using Manage email - Import an email address on BT.com desktop site.

gg30340 — Sun, 20 Sep 2026 18:25:54 GMT

If you leave BT Broadband your email accounts will automatically be downgraded to free BTMail Basic accounts which can only be used with a web browser . You do not need to do anything unless you want to "upgrade" to BT Premium Email which will keep your email account the same as it is when with BT Broadband but it will cost you £7.50 per month.

See link about BTMail and how to order BT Premium email if that is what you want.

https://www.bt.com/help/email/bt-email-products.

To add your BTMail account to another BT Broadband account see the following link

https://www.bt.com/help/email/manage-email-account/account-set-up/can-i-move-my-bt-email-address-to-another-account-

Re: Error message when using Manage email - Import an email address on BT.com desktop site.

westonflyer — Sun, 20 Sep 2026 18:46:27 GMT

LOL Wrong end of the stick matey; I know all that! This isn't the question.

The question is transferring 3 existing email addresses to another BT user (In my case, to my father's account). If you look at my original message. There is supposedly an import facility to do this under Manage emails; however, when you go into it, it just brings up an error and then says it's not you, it's us!

So, when contacting BT support, they say yes, it still can be done, but you have to get support to conduct the transfer, and they log it; however, this then goes into a "black hole" as support dont do anything about it!

Re: Error message when using Manage email - Import an email address on BT.com desktop site.

westonflyer — Sun, 20 Sep 2026 18:47:14 GMT

Re: Error message when using Manage email - Import an email address on BT.com desktop site.
LOL Wrong end of the stick matey; I know all that! This isn't the question.

The question is transferring 3 existing email addresses to another BT user (In my case, to my father's account). If you look at my original message. There is supposedly an import facility to do this under Manage emails; however, when you go into it, it just brings up an error and then says it's not you, it's us!

So, when contacting BT support, they say yes, it still can be done, but you have to get support to conduct the transfer, and they log it; however, this then goes into a "black hole" as support dont do anything about it!

Re: Error message when using Manage email - Import an email address on BT.com desktop site.

westonflyer — Sun, 20 Sep 2026 19:13:56 GMT

Yes, docdunning, I decided that as nothing's getting done, and Im fed up with trying to get BT support to sort it, then I am going to move my accounts away to Gmail and not bother.

I dont know whether the lack of support/interest is because BT are migrating to EE so they just cant be bothered to sort things?, or they just dont have good support people at the moment?