cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
moose56
Aspiring Contributor
884 Views
Message 1 of 5

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

Go to solution

Hi,

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

Screenshot 2019-09-09 at 17.47.54.png

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:

 

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.

0 Ratings
Reply
4 REPLIES 4
JohnC2
Moderator
Moderator
839 Views
Message 2 of 5

Re: Getting "As a security precaution we've stopped your online journey..." error when cha

Go to solution

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

0 Ratings
Reply
NeilO
Moderator
Moderator
763 Views
Message 3 of 5

Re: Getting "As a security precaution we've stopped your online journey..." error when cha

Go to 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.

0 Ratings
Reply
Spikyimp
Beginner
175 Views
Message 4 of 5

Re: Getting "As a security precaution we've stopped your online journey..." error when cha

Go to solution

im also getting this problem

0 Ratings
Reply
DavidM
Moderator
Moderator
74 Views
Message 5 of 5

Re: Getting "As a security precaution we've stopped your online journey..." error when cha

Go to solution

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

0 Ratings
Reply