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2FA and stolen phone

2BJJ — Sat, 03 Oct 2026 16:41:19 GMT

My phone has been stolen.

When I try to log into the BT website I need a phone to get a passcode to access the website.

Without access I cannot change the access method.

Is there a work around?

Thanks.

Perhaps BT need two routes in?

Re: 2FA and stolen phone

licquorice — Sat, 03 Oct 2026 16:46:35 GMT

Unfortunately you will need to call customer services

0330 1234 150

Re: 2FA and stolen phone

2BJJ — Sat, 03 Oct 2026 16:58:43 GMT

Thank you.

Re: 2FA and stolen phone

chrisjp — Sat, 03 Oct 2026 22:06:05 GMT

I guess when you call customer service you'll need some way to convince them you're not a scammer trying to gain access to your BT account and emails.

Of course it's not just BT that now relies on sending messages or codes by text to mobile phones to allow you to login to your accounts. Most banks, building societies and the like do so, so having a mobile phone stolen will now cause a massive headache proving to all these bodies that you are who you say you are, before they'll offer a workaround.

Re: 2FA and stolen phone

gg30340 — Sun, 04 Oct 2026 06:45:52 GMT

In your MyBT profile there is a section where requesting an alternative contact number/ email address different to your "normal" contact details that BT can use in the event of a problem.

If you have completed that section BT could use that to contact you.