In "Manage your email", one of my addresses is missing

[MikeJW]

When I log into My Bt and go to Manage Your Email, one of my email addresses is missing from the list. The heading says that I have used 5 of my 11 email addresses, which is correct, but only 4 of them are listed. The missing one is used frequently so it must exist. 

[licquorice]

Have you 'gifted' the address to someone?

Have you tried 'Importing' the address?

[MikeJW]

Thanks for your suggestion. I tried to import the address and got the following response: "This email address is already linked to your account!"

Please can you advise me what to do next?

[gg30340 · Accepted solution]

Did you check to see if it is in the "friends and family" section?

Was the email account that is missing set up in your present BT Broadband account or was it set up in either a previous BT Broadband account or one that was "owned" by another person such as a parent's BT Broadband account?

[MikeJW]

Thanks, I found it in the "Email addresses you've given to friends and family" area.

I don't understand why it is there.

Is there any way I can move it up to  the section with the other four addresses?

[licquorice]

Its there because at some point you 'gifted' it to somebody. Its not possible to move it back without BT assistance. Is there a particular reason you need to have it showing in the other area? There is nothing really to be gained by doing so if it is an address you use and know the password.

[MikeJW]

I don't remember gifting it to anybody.

I don't have any particular reason for wanting it with the others, except that it seems the obvious place for it.

I'll leave it where it is - no point in going to a lot of trouble to move it.

Many thanks for all your help,

Mike

[gg30340]

An email address is in the Friends and Family section because it has been "gifted". This usually means that the email account has been given to another person and that person has set up their own BTID and can manage it through their MyBT.

Having said that it does not have to mean it was actually "gifted" to another person. It could be that the BT Broadband account holder has set the email account up and then "gifted" it to himself and set up a separate BTID for that email account and is still able to access and manage the email account but has to use a different BTID/MyBT to do that.  

See link about "gifted" or "associated" email accounts.

How do I create and activate a new BT Email address? | BT Help

A gifted email account still remains on the BT Broadband account holder's list of emails but it can not be managed by them and they can not access the email account without knowing the password and they can not change the password from their account.

The email account is now managed by the person who was gifted the email account and they can change the password.

You can not move it back into the section that you can manage. This is for account security reasons because in effect you are no longer the "owner" of that email account and if it were in your section it would mean that you can access that email account. To move it back into the section that you manage would need to be done by BT.

BT have in my opinion an overly complicated system as regards how BT Broadband account holders manage their email accounts so hopefully this makes  some sort of sense to you.