This topic

Webmail: stuck in a login loop

Thersites — Fri, 14 Mar 2025 13:46:58 GMT

Webmail continues to delight with new exception conditions to entertain us when we thought we were coming to do some work with email.

Today's is a loop at login, occurring after the authentication stage: it comprises 6-8 seconds of the BT logo and the row of expanding dots, then the briefest flash of a 'Username' and a 'Password' box together with a 'Login' button (a flash so brief it needed slowmo video to characterise it) and then back to the logo+dots.

Downdetector is not reporting widepread problems so, has anyone else got stuck in the same loop?

Re: Webmail: stuck in a login loop

licquorice — Fri, 14 Mar 2025 15:04:24 GMT

Try clearing your browser cookies and cache.

Better still, stop using the abomination that is webmail and use the proper tool, a mail client such as Thunderbird. All your woes will magically disappear.

Re: Webmail: stuck in a login loop

Tev — Fri, 14 Mar 2025 16:17:33 GMT

Yes "Thersites" I was having exactly the same problem this morning for about 15 minutes, and then it resolved itself.

As for "Liquorice's" comments, I think we are all aware that we can use a client email, which I do on my iPhone, but I prefer webmail on my PC, particularly now that all the issues regarding the problems late last year have been resolved in the latest update (MX3.8.0)

I also believe that if you choose "Basic email", after leaving BT, and dont want to pay a monthly email subscription, then you can only access it via WebMail.

Terry

Re: Webmail: stuck in a login loop

wwsei00 — Fri, 14 Mar 2025 22:02:10 GMT

I'm having the same problem. I can access my emails on the App, but get stuck in the log in loop on webmail. Aware I could use a client, but prefer to use webmail for the archives I have there!. I've tried deleting cookies, restarting and a different browser - all without success. The problem's been happening for the last six hours for me. I was logged in fine yesterday.

Re: Webmail: stuck in a login loop

licquorice — Fri, 14 Mar 2025 22:19:18 GMT

The 'archives' you have are also available on any client. Anything on webmail is synced with a client configured as IMAP.

Re: Webmail: stuck in a login loop

elainesm — Sat, 15 Mar 2025 00:01:20 GMT

I started with exactly the same problem this morning. Cannot access my email on windows on my laptop but I can access my emails on my android tablet and phone. Cleared cache etc and have wasted hours turning the modem on and off, shutting down and restarting my laptop etc but nothing has worked. Still getting error 400 etc. Have tried again several times during the day/night. Very annoying. Seem to have had a few glitches since BT shifted wifi over to EE.

Re: Webmail: stuck in a login loop

wwsei00 — Sat, 15 Mar 2025 19:27:03 GMT

24 hours on and I still don't have access on webmail.

Re: Webmail: stuck in a login loop

gg30340 — Sat, 15 Mar 2025 20:57:48 GMT

Do you get to the log on page with this link?

BTMail

Re: Webmail: stuck in a login loop

wwsei00 — Sat, 15 Mar 2025 22:30:35 GMT

I went through to Tech Support Chat this evening and eventually solved the issue. Downloading Chrome (rather than using Edge) allowed me to log into the webmail accounts (and I could log into webmail on Chrome on my mobile). I have now managed to get into webmail on Edge after going into Settings and Reset Settings which seems to have solved the problem (clearing the browsing history etc didn't help).

Re: Webmail: stuck in a login loop

wwsei00 — Sat, 15 Mar 2025 22:30:56 GMT

Now fixed - see my next post.

Re: Webmail: stuck in a login loop

HammyK — Sun, 16 Mar 2025 14:06:24 GMT

This has been my problem since Friday, was told on a chat yesterday (with EE) that it is a known issue & will be fixed in 4 - 24 hours, Still waiting. Same on Google chrome & microsoft edge. Cleared cache etc. & reset 3 passwords!

Re: Webmail: stuck in a login loop

gg30340 — Sun, 16 Mar 2025 15:25:01 GMT

Why are EE telling you about BTMail problems. It is BT that you should contact on 0330.1234.150 but before doing that have you tried what has been suggested in the previous posts.

Re: Webmail: stuck in a login loop

elainesm — Sun, 16 Mar 2025 16:35:13 GMT

When I renewed my contract, BT swapped me to the new digital modem/landline so my monthly direct debit is now taken by EE, not BT. I tried under BT first but kept getting messages that I am not an account holder so they were unable to help. I then phoned EE, using my mobile in case the modem (and therefore landline connection) had to be turned off. They were very helpful and I now access my e-mails through Microsoft Edge instead.

Re: Webmail: stuck in a login loop

elainesm — Sun, 16 Mar 2025 16:36:13 GMT

I had tried the suggestions previously posted but they didn't work for me.

Re: Webmail: stuck in a login loop

Peter_W — Tue, 18 Mar 2025 09:43:16 GMT

Hi @elainesm, I'm glad to hear you're able to access these emails through Edge now.

The last update we had is that if you have the email login page bookmarked from quite a while ago, this may encounter the error described within this thread.

We recommend any customers delete the old bookmark, clear their cookies and cache, then try logging in direct from the email option at the top of bt.com.

This should fix things, and you can then bookmark the new login page.

Peter

Re: Webmail: stuck in a login loop

elainesm — Mon, 17 Mar 2025 15:28:06 GMT

Thank you for that further informatin to make BT emails available again. I had cleared cache, history etc but never thought about bookmarks. I have done as you suggested and can now access my emails the usual way but, at least, I now have a backup option if this happens again by using Microsoft Edge too.

Thanks again. xx

Re: Webmail: stuck in a login loop

gg30340 — Mon, 17 Mar 2025 15:30:09 GMT

@elainesm wrote:

I had tried the suggestions previously posted but they didn't work for me.

Out of interest, did you try message 8?

Re: Webmail: stuck in a login loop

elainesm — Tue, 18 Mar 2025 11:34:40 GMT

Yes, I did but was still getting the loop. I had cleared down cache, cookies, history etc but hadn't thought of the bookmarks subsequently suggested. As I now have access through Edge and Firefox on my laptop and android on my tablet and smartphone was never had a problem, I now have plenty of options if this should happen again. Thank you to the contributors who provided suggestions to resolve this.

Re: Webmail: stuck in a login loop

yerlovinunclegumbers — Wed, 26 Mar 2025 17:51:59 GMT

I had the same issue and so did my wife (trying various things before checking BT Community and finding this thread) — thank you!

I'd deleted browsing history/cleared cache, etc, all to no avail. It was the suggestion of restoring my Chrome settings that finally fixed it.

I deleted my old BT Mail bookmark for good measure as well (as suggested by a moderator in this thread), but this was after already getting webmail access back again.

What still concerns me though is what caused this to happen in the first place, just out of the blue?

Re: Webmail: stuck in a login loop

DavidLooser — Thu, 30 Oct 2025 08:11:50 GMT

I also have this problem and none of the solutions offered in this thread have helped. What does "incognito" mean in this context?

I am using Edge on Windows 11

Any help gratefully received.