Secure your account message - signing into My BT

[shentonio]

Hello all, I hope everyone is safe and well.

My Mum contacted me recently as she has received the following message when trying to access her My BT account: 

'Secure your Account

We've protected your account for your security

We'll take you through what to do next'

She is then prompted to answer the security question but unfortunately she can't remember the answer.

Unfortunately BT are expecting her to call to resolve the issue,but due to the pandemic there is no way she can get through.

Is there any other way to get this resolved without endlessly trying to call and not getting through?

As ever any help you can provide is greatly appreciated.

Stay safe

[DavidM]

Hi @shentonio,

Welcome back and thanks for posting. I'm sorry your mum is having problems accessing her account online. I can appreciate there is a longer than usual wait to get that sorted on the phone but it would be the quickest way to get it resolved. Can you try 0800 800 150 and let me know how it goes?

Cheers

David

[shentonio]

Thanks David

I've passed the number on to her and will let you know how it goes.