Getting "As a security precaution we've stopped your online journey..." error when changing mob plan

[moose56]

Hi,

When I click "Change plan" on my mobile account page I get the following message:

We're sorry...

As a security precaution we've stopped your online journey as the landline number in your My BT account is different to your actual number. To update it, please take the following steps:

• Log in to My BT (https://my.bt.com/s/apps/appspackages/?siteArea=con.mya&s_cid=con_FURL_updateyourprofile)
• Click 'Edit' next to your account number or name at the top of the 'My Profile' page
• Enter your new phone number in the last field, tick the box to remove the old number and click 'Save'
• Once you've done that you should be able to re-start and complete your order

I have followed the instructions, but they appear to no longer match the website so I cannot complete them. I called BT support, but was told there was nothing they could do.

Has anyone on here had a similar issue or know how to fix it?

Thanks,

David.

[JohnC2]

Hi @moose56  sorry that you are getting this error message when trying to place an order online. It may be that an old number is stored if you have moved home with this account. We will be happy to ensure all is aligned correctly for you. I've sent you a Private message explaining how you can contact the forum moderation team. 
Check here: https://community.bt.com/t5/notes/privatenotespage

Cheers
John

[NeilO · Accepted solution]

Hi @moose56 thanks for speaking with me this morning and I'm glad that this is now fixed after your number has been updated in your MyBT account.

[Spikyimp]

im also getting this problem

[DavidM]

Hi @Spikyimp and thanks for posting.

Sorry you're seeing the same message. Have you tried following the instruction posted at the start of the thread in @moose56 1st post?

Cheers

David