This topic

Cannot log in to email

kiloran34 — Mon, 18 Aug 2025 15:26:43 GMT

I have 3 btinternet email IDs and cannot log in to any of them today using a web browser (chrome, edge and firefox on 2 laptops). It says my email address or password are incorrect. I reset the password for one account (so I know the email address was correct) but I still cannot log in

Any ideas?

Re: Cannot log in to email

kiloran34 — Mon, 18 Aug 2025 15:32:01 GMT

I forgot to add that I am able to log in using Thunderbird

Re: Cannot log in to email

gg30340 — Mon, 18 Aug 2025 16:02:42 GMT

It could just be a BTMail server problem, particularly if it is happening on more than one account. I would advise to do nothing, especially changing passwords as that can cause more problems than it solves. If it does not resolve its self in a day or so post back to see if further assistance can be offered.

Re: Cannot log in to email

SharonG1 — Mon, 18 Aug 2025 17:52:06 GMT

I have had this problem for a few weeks now and found that the only way to log in is to clear all browsing history, etc., which is a pain but it does seem to work. Have also found that, if I am not working on an email, I am logged out without any intervention from me.

Re: Cannot log in to email

Chris__S — Tue, 19 Aug 2025 07:25:14 GMT

Hi @SharonG1

Thank you for sharing your experience.

Have you tried using a different browser too?

I'd recommend performing an update on your device, then check if you're still having the same issue.

Chris S

Re: Cannot log in to email

kiloran34 — Tue, 19 Aug 2025 07:32:10 GMT

Yes I've tried Chrome, Edge and Firefox, on a Windows 11 laptop and a Windows 10 laptop, both with up-to-date software. Haven't yet got around to trying it on Linux. I found the problem yesterday, and the same problem exists today.

Same issue exists with logging in to MyBT

Re: Cannot log in to email

Chris__S — Tue, 19 Aug 2025 09:45:02 GMT

Thanks for letting me know @kiloran34 Do you have any other login details that you may have used to set up the account?

Have you been able to log in to your account in the past?

Chris S

Re: Cannot log in to email

kiloran34 — Tue, 19 Aug 2025 15:06:02 GMT

I'm not sure what you mean by "other login details". I set up the account at least 20 years ago, and has been used on a reasonably regular basis. Not my main email account, but i use it at least every 90 days to ensure it remains active.

Anyway, it was still having problems this morning, but is now working again this afternoon. so I guess the matter is now closed.

Re: Cannot log in to email

SharonG1 — Thu, 21 Aug 2025 07:51:17 GMT

Hi Chris

I have tried a different browser (Edge) but have the same problem. My desktop is completely up to date - we recently upgraded to Windows 11 from Windows 10; the issue started when we were on 10 and has continued on 11, so not a problem with the device. Given the number of people who are experiencing this, and on different browsers, I wonder whether or not it is a BT issue.

Re: Cannot log in to email

Peter_W — Thu, 21 Aug 2025 09:28:38 GMT

Thanks for giving that a try for us @SharonG1.

You mentioned earlier that clearing your history can temporarily fix this - how long will it take for things to revert?

Also are you fully clearing all of your cookies and cache?

Peter

Re: Cannot log in to email

SharonG1 — Sun, 24 Aug 2025 13:10:01 GMT

Peter,

I fully clear browsing history, cookies and caches before being able to log in to BT webmail; as soon as I have done this I can log in. However, I have to do this every time I want to log in to BT webmail and this issue has been going on for a number of weeks now.

Sharon

Re: Cannot log in to email

Peter_W — Mon, 25 Aug 2025 12:29:07 GMT

Thanks @SharonG1.

Are totally separate devices giving the same issue too?

Peter

Re: Cannot log in to email

SharonG1 — Mon, 25 Aug 2025 14:04:12 GMT

Peter

I have the BT Mail App on my phone so no issue there, and I don't need to go through the log-in process on my tablet and i-pad (although when I have tried to log in via the BT Homepage on these I do have the same problem).

Sharon

Re: Cannot log in to email

Peter_W — Mon, 25 Aug 2025 14:18:47 GMT

I'm glad to hear you're able to use these on the other devices @SharonG1, but it's definitely a curious one.

Have you tried resetting the password for logging in to your account>

Peter

Re: Cannot log in to email

SharonG1 — Mon, 25 Aug 2025 14:23:53 GMT

Peter

I'm not the only one who uses the desktop - my partner does, and has the same issue. I also log in to my father's email (he's in a care home) and have the same issue, so I'm sure that resetting my password would help. There's also no problem logging in to "MyBT", for which I use the same log in details.

Sharon

Re: Cannot log in to email

kiloran34 — Mon, 25 Aug 2025 14:28:17 GMT

When I had the problem, resetting the password made no difference. I successfully changed the password but could not log in to MyBT or BT email using a web browser.

Re: Cannot log in to email

SharonG1 — Mon, 25 Aug 2025 14:30:58 GMT

Thanks - that's useful. I actually meant to say that I'm sure that resetting my password wouldn't help.

Re: Cannot log in to email

gg30340 — Mon, 25 Aug 2025 16:14:50 GMT

If the problem is only happening on your home network you should try turning off the BT hub for about 30 minutes.

When you turn it back on you should have been issued with a new IP address and hopefully connected to a different BTMail server that will allow the log on.

Re: Cannot log in to email

SharonG1 — Mon, 25 Aug 2025 17:14:50 GMT

Unfortunately, I don't have a BT hub anymore - I have an EE one following the migration (instigated by BT) from BT to EE last year.

Re: Cannot log in to email

Peter_W — Mon, 25 Aug 2025 17:59:35 GMT

Thanks for confirming that @SharonG1.

I'd still recommend giving this a try like @gg30340 recommended, as both EE and BT Hubs use dynamic IP addresses, and doing this restart with a 30 minute break will make sure you're assigned a new IP which may resolve this issue.

Peter