Account Inactive. Sorry we can’t get your account details at the moment!

[Freddie71]

I've been a BT account holder for many years with no access issues but recently when i log in to My BT I get the following message "Sorry we can't get your account details at the moment" and in the top right had corner it says Account No (inactive). Although my account number has not changed.

I reported this to BT over 3 weeks ago and it’s still not resolved!

I see numerous posts on here with the same issue, has anyone managed to get this resolved? If so what was done to fix this?

[Mr-Muddy-Paws]

Watching for developments

[H1973]

I’ve had this issue since April 16th and no resolution despite numerous so-called fixes put in place.

Was told by BT that a fix is in place for 28th May. Originally I was told on April 16th that it would be resolved in 48-72 hours.

[imjolly]

There are numerous post about the MYBT problem. I can appreciate how annoying it s as I also had the problem but the problem appeared to be fixed as I can now access MYBT  there are others who have confirmed MYBT working

Have you tried unistalling app and then re-install nd see if that helps. Can you access MYBT using web browser?

[H1973]

Yes I’ve deleted and reinstalled the app, tried mybt on various different browsers, in private mode, google chrome and Firefox. Cleared caches, changed user names.

This issue hasn’t been fixed for me. 

[Freddie71]

I’ve done all that as well, doesn’t fix anything!

[Badger1919]

I am experiencing the same issue since updating my BT-ID (on BT's instruction) to the new required e-mail format. 

At present I cannot access my MYBT account and I cannot view any of my Bills. 

I spent over two hours recently with the Helpline Chat-Bot ) trying, ultimately unsuccessfully, to get this sorted, and ended up as a very Unhappy Bunny with the following referral to a "higher authority">

(Fri, 3 Jul 2026 18:09:39) BT : In order to get BT ID prioritized & to acknowledge your concern and take
feedback to serve better. I have logged up the complaint and the Complaint
reference : C10002917117

If this means anything to anybody, I am happy to discuss this further.