"Sorry this BTID does not appear on our system" message when trying to reset BT email password.

[PW_ac_MB]

My friend has forgotten her email password for her BT email account. When she tried to reset her email password she got:

When she clicked on "Reset password for BT Email" she got

She has tried many times always with the same result. 

[NeilO]

@PW_ac_MB did you manage to get this sorted? 

[PW_ac_MB]

No, not sorted yet. Still waiting for some help.

[JohnC2]

Hi @PW_ac_MB sorry your friend cannot access their email account. 

Have they used the email address recently as if it has not been used it may have been deleted.
Do you know if they have an active BT account or if the email address is linked to another person's BTID? 

Cheers
John

[PW_ac_MB]

John,

Thanks for replying.

She last used the BT email in October 2013. She is able to access her BT account but not the BT email account.

 Thanks for the link. We will try to reactivate the email account using the instructions in the link.

Paul

[Andy_N]

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@PW_ac_MBwrote:

She last used the BT email in October 2013.

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In which case the email account will have been deleted. It has 150 days after the last use before it's deleted. However, any emails sent to the address may not bounce to the sender ...