password

[JohnS_99]

I have regularly changed my email password as suggested by BT.  However, this time I am unable to do so.  Both using the app and on my laptop the process 'hangs' and does not accept the change.

[Katie_J]

Hello @JohnS_99.

Thanks for coming here. 

Are you still experiencing this?

If yes, do any error messages appear?

Katie

[JohnS_99]

Hi Katie_J.   Not an error as such, just a never ending pale blue spinning circle with 'confirming your changes' - but it doesn't move on.

[Katie_J]

Hi @JohnS_99. 

Thanks for confirming. 

Are you connected to your WiFi with your mobile phone?

If yes, could you please try switching off your router for half an hour then switching it back on to be assigned a new IP. 

Speak soon,

Katie 

[JohnS_99]

I don't that's the answer. I have just tried on a laptop with ethernet cable connexion and get to the same place (spinning blue cicle confirming changes) and it 'hangs'.

[Katie_J · Accepted solution]

Thanks for confirming @JohnS_99. 

This sounds like it could be an account based issue. 

For this to be looked into further please give us a call. 

Katie

[JohnS_99]

Hi again Katie.  I have checked that all the details in 'my account' are correct (they are).  Went back to try changing password again and it accepted this time.  If this was because of something you did, thank you.  If not  thanks anyway!

[Katie_J]

That's great to hear @JohnS_99. 

Thanks for coming back and letting us know. 

Have a great evening!

Katie