I can log on to emails but can't access cloud

[deldeacon7]

Hi hope someone can help, up until a couple of days ago I could get into the cloud, now I get the message I am not the primary account holder, which I am, no issues with the password as can access emails, advice please as I do not want to loose all that is saved up in the cloud, Thanks

[NeilO]

Hi @deleacon7 welcome to the community and thanks for posting, I'm really sorry you're having trouble accessing your BT Cloud service. Can you check if it's showing in your products section of MyBT?  

1. Log in to www.bt.com/mybt using your BT ID
2. Go to Your Products
3. Scroll down to the BT Cloud panel 

[deldeacon7]

Yes it is showing  as active

[DarrenW]

Hi @deldeacon7 

If you send me a direct message with your BT ID or Account number I will have a look for you