Log in on apps

[jonney1]

Hello,

For some reason we have a bt email account which signs into browsers no issue but when we try either on bt app, Gmail app it never works.

When we try bt app it says password or email wrong which it definitely isn't and on Gmail it never connects to the inbox.

Any idea what the issue is? On browsers it works perfectly fine.

Thank you!

[gg30340]

Are you presently a BT Broadband customer or are you paying for your email through a BT Premium email account?

If neither of the above your email account may have been downgraded to a BTMail Basic account which can not be used with an email client or email app. It will only work using a web browser.

See link

https://www.bt.com/help/email/bt-email-products

[jonney1]

Hello,

Thank you think it's basic but never in my years have I heard of having to pay more to use it with a app, seems like robbery.

So to use bt app you need to have premium?

[gg30340]

You don't have to pay to use the app. It is free.

You have to pay for BTMail Premium if you want to use BTMail Basic in the same way as BT Broadband customers who have to pay for BT Boadband in order to get the BTMail Standard email which can work with an email app.

You never said if you are a BT Broadband customer because if you are there could be a problem with your email rather than the above.

[jonney1]

I've upgraded to bt premium now how long does it normally take to switch? 

It still saying basic but I have paid and set up direct debit 

[gg30340 · Accepted solution]

You should get an email within 24 hours to confirm your order. 

You could try calling the BT Premium Email Help line to see if every thing is on track and if they can speed it up. Your BTMail account should still work using a web browser. 

Help Line 0808 100 6778, Monday to Friday 9am to 9pm, Saturday and Sunday 9am to 6pm.