This topic

I Can't get a passcode if my phone stops working!

MikeM3 — Thu, 21 May 2026 07:27:30 GMT

When logging into my BT email, I am given 2 choices to receive a passcode,
either my mobile phone, or the email account that I am trying to access,
what do I do if I can't use my phone, because BT won't give me access if I
don't have a passcode!

I tried by clicking "Cancel", when I was asked where to send the code to,
I was then redirected to BT, I went through the log-in process, including
getting a passcode, when I put the code in and verified it all I got was,
"Bad attempt", or something similar, with 400 unaccessible.

So without a phone, how do I get into my email? Please cancel passcodes
for my account, I am not a computer wizard, so get lost, I am 84 years old,
just looking to get into my emails.

Thank you for reading this and hopefully fixing this ludicrous impossibility!

Mike.

Re: I Can't get a passcode if my phone stops working!

gg30340 — Thu, 21 May 2026 08:27:27 GMT

If you go into your MyBT and go to your profile you will see a section about recovery if something goes wrong.This is used for 2FA.

It points out that the email address is not to be the same as your BT ID.

If it is you need to change it to a different email address. If you do not have a different one set up a gmail address.

The requirment for the passcode can not be turned off.

Re: I Can't get a passcode if my phone stops working!

chrisjp — Thu, 21 May 2026 10:04:53 GMT

"Please cancel passcodes for my account, I am not a computer wizard, so get lost,"

This is a customer to customer forum, you are not talking to BT, so no-one on it can cancel passcodes or indeed "get lost"!
I'm afraid all businesses, not just BT, are moving to 2 factor authorisation and quite a few of them don't even offer to send passcodes to an email address, relying entirely on sending passcodes to mobile phones.
It's also not clear from your post why you can't use your mobile phone. Like it or not, mobile phones are now becoming essential to transact any business online.

Re: I Can't get a passcode if my phone stops working!

MikeM3 — Sat, 23 May 2026 08:26:24 GMT

Thank you gg, I followed your suggestion and went to "My BT", I tried
to sign in and got a Passcode, when I entered it in to the required place, I got the following.
Bad Request
Your browser sent a request that this server could not understand.
My problem is not solved!
So I can't go there, perhaps EE can help.
Mike.

Re: I Can't get a passcode if my phone stops working!

gg30340 — Sat, 23 May 2026 08:30:23 GMT

EE do not have anything to do with MyBT accounts or BTMail accounts.

You would need to contact BT 0330.1234.150