This topic

Cannot login

paul_round — Mon, 10 Feb 2025 13:46:38 GMT

I have been trying to get into my email account on the web, however everytime I try to log in it says: Your account is temporarily locked. Please retry in 20 minutes.

So then I try to reset my password and get th efollowing:

Secure your account

Sorry, something went wrong.

Please try again

Any suggestions?

Re: Cannot login

Katie_B — Mon, 10 Feb 2025 14:20:53 GMT

Hello @paul_round.

Thanks for coming here.

How long have you been seeing this error message for?

Katie

Re: Cannot login

paul_round — Mon, 10 Feb 2025 18:07:01 GMT

A few days now.

Re: Cannot login

Katie_B — Mon, 10 Feb 2025 18:41:19 GMT

Thanks for getting back to me @paul_round.

Have you tried logging in via a different device?

Katie

Re: Cannot login

paul_round — Mon, 10 Feb 2025 19:08:09 GMT

Yes, several.

Re: Cannot login

Leanne_T — Tue, 11 Feb 2025 09:53:45 GMT

Morning @paul_round

Thanks for coming back to us.

If you could get in touch with our technical support team, they will get the account looked into and help you get this sorted 🙂

Please see our Fix email page for ways to get in touch.

Let me know how you get on.

Leanne.

Re: Cannot login

paul_round — Fri, 21 Feb 2025 09:03:39 GMT

So after doing a live chat and being reassured everything would work after 2-3 days, we are now a week on and it still doesn't work.

Not impressed!!

Re: Cannot login

gg30340 — Fri, 21 Feb 2025 10:34:10 GMT

If this is happening while using your home's broadband connection try turning your BT Hub off for half an hour.

When you turn it back on you may have been connected to a different email server which will allow you to log on.

You should also try clearing your browsers history and cookies.

Re: Cannot login

paul_round — Fri, 21 Feb 2025 11:47:24 GMT

It happens everywhere, so on my phone, at work as well as at home

Re: Cannot login

zulu17 — Fri, 21 Feb 2025 12:08:16 GMT

HI @paul_round

Can I ask whether it is an email address or a username that you use to log in to webmail , if it is a username can you perhaps try logging in with your email address instead .

Re: Cannot login

paul_round — Fri, 21 Feb 2025 12:25:10 GMT

email address, all I'm trying to do, is reset my password.

Re: Cannot login

Leanne_T — Sun, 23 Feb 2025 08:28:10 GMT

Morning @paul_round

Thanks for coming back to the community.

If this has not been resolved for you after chatting to the team, please get back in touch to get the email account looked into to see what could be causing this for you.

Leanne.

Re: Cannot login

gg30340 — Sun, 23 Feb 2025 10:09:09 GMT

I know you want want to reset your email password but are you at present able to log onto your email account?

If you are you can reset the password by logging onto your account using a web browser then clicking on your user name at the right hand side then going to "account info" then "Change Password" and then follow the prompts.

If you are asked security questions the answers are the ones that were given by the BT Broadband account holder who set up the email account, unless you were "gifted" the email account and set up your own MyBT in order to manage the account in which case it will be the answers to the security questions you set.

Re: Cannot login

paul_round — Mon, 24 Feb 2025 17:25:48 GMT

"I know you want want to reset your email password but are you at present able to log onto your email account?"

This is for my webmail, not via my PC email client, Thunderbird.

Quite clearly not, hence why I need to reset my password.

This is what I constantly get.

Re: Cannot login

gg30340 — Mon, 24 Feb 2025 18:36:59 GMT

"Quite clearly not, hence why I need to reset my password"

I asked because it is not always clear why people want to change their password, you may have been wanting to change your password for another reason, some people change it on a regular basis not because they are locked out.

Are you able to access your MyBT and go to "Your Products" then "Email Manage" the select your email account and go to "See Options" and use the option to "Change Password"?

Re: Cannot login

paul_round — Tue, 25 Feb 2025 09:09:04 GMT

Yes, but oddly it says 'You've used 0 of your 11 email addresses'

Re: Cannot login

gg30340 — Tue, 25 Feb 2025 09:22:40 GMT

Despite that it says 0 of 11 is the email account showing and are you able get into the setting to change the password or is the email account not showing at all.

Re: Cannot login

paul_round — Tue, 25 Feb 2025 10:08:30 GMT

There is no option to change my password. other than clicking on the email button, top right, which takes me to the page I posted earlier.

Re: Cannot login

gg30340 — Tue, 25 Feb 2025 12:46:42 GMT

Is the email account showing on that page?

Was this email account set up by you from your BT Broadband account and you have always been a BT broadband customer since it was set up or was it set up from another BT Broadband account such as a parents account?

Re: Cannot login

paul_round — Tue, 25 Feb 2025 13:52:47 GMT

I have this account for a good 20 years, it used to be @btbroadband, but was changed by BT, several years ago, to @btinternet. I have used the webmail before, but not for a while, so have forgotten the password. Due to a failed hard drive, I have lost some important emails, hence why I want to get on to the webserver mail site