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moose56
Aspiring Contributor
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Message 1 of 3

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

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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.

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Moderator
Moderator
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Message 2 of 3

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

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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

Community ModeratorJohnC
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Message 3 of 3

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

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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.

Community ModeratorNeilO
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