This topic

Login problem

Martinwales — Mon, 27 Oct 2025 17:55:31 GMT

This has been going for several weeks when logging in on my desktop PC.

It sends a verification code, then after verifying this, it immediately sends me another. After entering this, the email website just gets stuck in a loop, displaying a login screen which flashes on and off repeatedly.

My Chrome history records at least 13 attempts per minute to visit the BT email site.

This continues endlessly for ages, and only occasionally manages to log me in.

My password is correct as it works on my phone. I have deleted cookies etc. but the problem persists.

Re: Login problem

Martinwales — Mon, 27 Oct 2025 17:56:58 GMT

Needless to say, refreshing the page has no effect.

Re: Login problem

Martinwales — Mon, 27 Oct 2025 18:04:08 GMT

Closing the page down, going to BT.com and trying to access email from the link on there simply leads to the same log-in screen I pasted above flashing on and off repeatedly, with the BT logo appearing intermittently.

Re: Login problem

Martinwales — Mon, 27 Oct 2025 18:10:19 GMT

Even shutting down Chrome and restarting it brings up the same loop of log-in screen/ BT logo flashing on and off. It's not possible to type or paste anything into the log-on screen.

Re: Login problem

Martinwales — Mon, 27 Oct 2025 18:34:16 GMT

Even going to this page brings up the same loop.

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

I am unable even to enter another bt email address to try to log in to that

Re: Login problem

gg30340 — Mon, 27 Oct 2025 18:41:19 GMT

Have you tried clearing your browser's history and cookies ? make sure you select "From All Time".

Have you tried a different browser?

Re: Login problem

Martinwales — Mon, 27 Oct 2025 19:18:12 GMT

Have cleared cache and cookies. The problem seems to be with Chrome as I can log in with Edge.

Re: Login problem

Martinwales — Tue, 28 Oct 2025 12:00:32 GMT

Message from BT:

A system error has occurred.
Sorry, but we're having trouble signing you in.
We track these errors automatically, but if the problem persists feel free to contact us. In the meantime, please try again.
Correlation ID: 695292a1 (edited)
Timestamp: 2025-10-27 20:02:31Z
AADB2C: An exception has occurred.

Re: Login problem

Leanne_T — Tue, 28 Oct 2025 12:01:12 GMT

Hi @Martinwales

Thanks for coming back to the community.

Just to check, did you select 'from all time/everything' when you cleared the cache and cookies? If you could try this again and see if you can log in after doing this?

Leanne.

Re: Login problem

Martinwales — Tue, 28 Oct 2025 12:02:42 GMT

I have contacted BT technical support but they just say the problem is with Chrome, as I can log in with Edge. They couldn't offer any solutions to resolve the problem.

I can log in with Chrome on my Android phone.

Re: Login problem

Martinwales — Tue, 28 Oct 2025 12:10:08 GMT

Just tried again and - after entering the 6-digit verification code - got this message:

400 Bad request
Your browser sent an invalid request.

Re: Login problem

Martinwales — Tue, 28 Oct 2025 12:12:18 GMT

Tried again, got new verification codes, and got the same flashing login screen/ BT logo I described above.

Re: Login problem

Leanne_T — Tue, 28 Oct 2025 12:33:16 GMT

Hi @Martinwales

Thanks for the quick reply.

If this is only one browser, the clearing of all cookies and cache should resolve this for you.

Could you give this one last go for me, open the browser and use the CTRL + SHIFT + DELETE keys, tick every option and make sure the drop down is showing 'All time' to clear all data, close the browser and reopen. If you have a bookmark saved, try deleting this and opening the email from the BT Email Login page.

Leanne.

Re: Login problem

Martinwales — Tue, 28 Oct 2025 12:39:43 GMT

Tried all that, used the login page you linked to, got the verification code, entered it, and got this:

400 Bad request
Your browser sent an invalid request.

Re: Login problem

Martinwales — Tue, 28 Oct 2025 12:41:17 GMT

Refreshed the page, got sent a new code, and then got the same flashing login screen/ BT logo...

Re: Login problem

Leanne_T — Tue, 28 Oct 2025 12:46:43 GMT

Thanks so much for trying @Martinwales

I've sent you a private message for some details to help you get the login problem looked into.

Please get back to me when you get the chance.

Leanne.

Re: Login problem

Tony0 — Tue, 28 Oct 2025 15:52:44 GMT

I have webmail login problems too.

It's only on Chrome, it works fine in Edge. I've cleared the cache & cookies.

After entering my credentials from the Bt.com site, the browser loads https://email.bt.com/mail/saf/login.jsp

then it loads https://email.bt.com/mail/index-rui.jsp?v=MX_3.10.0.2 and it keeps cycling between these two.

Sometimes I'm lucky and at some point it stops and allows me to log in. Most of the time it just sequences between these states, not allowing me to do anything.

I entered developer mode (F12) and enabled "pause by exception" and received the following message

"SyntaxError: '*,:x' is not a valid selector."

I'm not sure if this will help you, but it looks like there could be a coding issue in the login script.

Please help, this is extremely frustrating.

Thanks

Re: Login problem

Tony0 — Tue, 28 Oct 2025 15:58:53 GMT

The syntax error seems to be related to
jquery-3.1.1.min.js

Re: Login problem

Leanne_T — Tue, 28 Oct 2025 17:20:39 GMT

Hi there @Tony0

Thanks for posting.

Could you try clearing the cookies and cache again, and check this is set to clear for 'All time'. If you could also try accessing the email via the BT Email page, and log in again. Does this work for you?

Leanne.

Re: Login problem

Tony0 — Wed, 29 Oct 2025 12:59:17 GMT

Thanks @Leanne_T

On the BT Login page, I went into developer mode (F12) and selected "storage" / "Clear Site Data" (including cookies)

That seems to have fixed my log-in problems.

I was also having a problem with the site logging me out a lot. This seems to be ok as well now.

Thanks

Tony