BT ID - moderator help?

[Filfilfil]

Hi - I am trying to change my BT ID to my new email address but receive the message

"This BT ID username already exists.

Please try a different email address."

I do not knowingly have an account with BT that uses the new email address.  Out of interest, I tried to login and follow  password reset procedure for the new email address but the system confirmed it was not in use.

I have reset the password associated with my BT ID account (old email) and attempted the BT ID change (recommendation from a similar post) but same issue.

thanks

[Michael_D · Accepted solution]

Hi @Filfilfil 

Welcome to the community.

If you are seeing an error to say that the new email address is already in use, I'd recommend getting in touch with our customer service guides.

They'll be able to access your account and check the details that are registered, and look to get it moved over for you.

Michael