2-factor authentication problem

[LeeW1]

Account linking failing at 4-digit PIN code stage despite multiple new BT IDs

[gg30340]

Which account.. is it when you are trying to set up your BTID to access MyBT or is it an BTMail email account?

Are you a new BT Broadband customer or just a BT phone customer?

What happens when you try to set up your "account", stating that "Account linking failing at 4-digit PIN code stage" does not give any  useful information to establish what could be wrong.

Why are you trying to set up multiple new BTIDs. This is no doubt adding to the problem.

What is a BT ID and how can I get one? | Account and billing | BT Help

My BT | Check Bills & Usage with My BT Account | BT

[LeeW1]

I already had a BTID/BT account, going back several years at least. Broadband only. No btinternet.com email, that I am aware of.

I log into my BTID, have the option of linking an account. Then 'i am the account holder' or 'manager an account'.

Input my account number, and then the option of pin code by email/text. Both of these work, and I get the pin code through which ever option I select.

I input the pin code and get the error 'something went wrong - please try again later'. 

I was advised to try creating a new BTID by their telephony agents, and try linking the account to the new BTID. Tried multiple new ID's with different email addresses. Clearing cache in my browser, and using different browsers were the troubleshooting things i was advised and did. Same issue regardless of which BTID i use, or which browser I use.

[gg30340]

How long have you had the "new" BT account?

If it is only a day or so I would wait for a couple of days as it may not be active on the BT systems yet.

[LeeW1]

I don't have a 'new' BT account. I have had broadband from BT at my current address for at least 4 years, and a previous address for about another 10 years.

If you mean the 'new' BTID, this issue had been occurring since day 1 of the new 2-factor authentication back in March/April. I have tried since then to try to link my BT account to my already existing BTID and never been able to do it.

[gg30340]

Your BT account should already be linked to your BTID/MyBT unless you have left BT and you are now trying to link a new BT Broadband account to your "old" BTID which if I am correct is not the case.

Just to clarify, you have a BTID that you have been using to access your MyBT in order to see bill etc.

Your MyBT then required you to use Two Factor Authentication (2FA).

When setting up the 2FA you are unable use the PIN that is sent to you to complete the process. 

Is that correct?

If it is,  are you still using your original BTID to access your MyBT  and is your BTID an email address (don't post what it is).

If it is not, you must now use an email address as your BTID. It does not need to be a BT email address. If you follow the link I posted above it explains how to change your BTID if needed.

[LeeW1]

Prior to the 2FA being introduced, i had no issues logging into my BTID/Account and pay my bill. Beginning of March 2026, logged in and paid my bill without issue. Beginning of April I logged into my BTID and it did not show my BT account (no active accounts). I did not have my account number handy so I called the helpline who gave it to me and while on the call I tried to link the account to the ID. 'something went wrong - please try again later'.

On that call, the agent advised me to try creating a new BTID and try linking it, which I did and was not able to link the account to the new ID getting the same error.

I am still trying to use the same BTID that I had prior to 2FA being introduced, same email address which is the BTID username

[gg30340]

You should not have had to change or create a new BTID or link your account to your already active MyBT in order to activate 2FA.

Unfortunately I think you are going to have to call BT Billing 0330.1234.150 and explain the problem to them. There have been a few posts on the forum with a similar problem and it had to be resolved at BT's end. 

[LeeW1]

Sadly, I have called them every month since April and tried to explain the issue (when I call to pay my bill). Advised numerous times someone will contact me to back to discuss or advise the issue has been resolved and had nothing at all from them. I honestly feel that they don't have a clue what the problem is or how to resolve it and are just happy for me to keep paying my bill. Contract expires Dec 2027. I'm not confident this will be resolved by then, and if it isn't BT will lose a loyal customer.

[gg30340]

I have notified the moderators of the forum about your problem. Once they have read this they may be able to help.

They don't have account access so I doubt they will be able to resolve the problem but they should be able to get somebody who can resolve it deal with it.

They will advise you by posting on this thread.