Unable to open favourite email account

[xc9da21]

Hello: I have 1 BT account and 4 email addresses associated with  it.  As of this morning, I am unable to login to my designated favourite - which is the one my family uses most often.   Previously, I could login using the main email address (ie that which is linked to my BT Account ID) and would be taken directly to the favourite email account.  Now I just get taken back to the login page, no error message.

I can login to the other 3 email addresses successfully but, as of a few weeks ago, I can no longer switch seamlessly from one email address to another.  I have to login individually to each address.

When I open my BT Account,  I can see all 4 addresses are still listed as active - and the favourite is still designated as the favourite.  But when I click to login to favourite, I receive an error message that the password is invalid.  The password works perfectly well with the other 3 addresses.

Are other people experiencing similar problems?  How can I get back my access to my favourite?  

The BT Help Chatline doesn't seem to be working today.  

So frustrating.

Joe

[gg30340]

Have a look through this thread.

https://community.bt.com/t5/Email/Cannot-access-BT-alias-email-address/td-p/2008715

[xc9da21]

Thanks for the quick reply.  Yes,  this pretty much describes what I'm experiencing.  (Didn't know that the extra addresses were called aliases.)  

I have cleared my cache and deleted cookies.  I use Google Chrome but have tried Firefox and Microsoft Edge - same problem.

At some point today, a message appeared indicating that the password for the favourite alias was wrong.  But I don't know what it might be.  I haven't changed it - and all was working okay last night.  And unless I have access to that email alias, I can't get a message from BT re resetting it.

I tried adding the favourite to the address associated with my BT ID - but without the correct password can't do this.

Not very technically adept, but I'm trying.  Does BT actually have a phone number that I can ring?  I can' see anything on their website and, as mentioned, Live Chat seems unavailable.

Very grateful for your help,

Joe

[gg30340]

They are not known as aliases. They are sub accounts of the main account.

You can contact BT on 0800.800.150

[xc9da21]

Thank you!  "Sub accounts" it is!

I'll ring that number in the morning when I've recovered from all the stress of today!

[gg30340]

Let us know how you get on and in particular if they can not get you access to your email account. 

[JohnC2 · Accepted solution]

Hi @xc9da21 sorry that you are having a problem accessing your email sub-accounts. We are aware of this issue and are currently working on a fix. As a workaround in the meantime, you should be able to access your email account from www.bt.com/email and not going via the email management page.
Cheers
John 

[xc9da21]

I didn't have to ring the BT helpdesk - as the problem miraculously resolved itself later yesterday evening.  It is such a relief to have access to that email account again.  

Thank you again for all of your help and advice.  It was such a good feeling knowing that someone with expertise was out there and willing to help.

[xc9da21]

Thanks for getting in touch.  While I wouldn't wish anyone else to go through the same experience, it was useful to know that I wasn't the only one with this problem.   And access was restored later yesterday evening.  So I guess that the fix worked!