Can't add need BT account to My BT

[Sayce88]

I have set up a new BT broadband for my new house, I was previously with BT a number of years ago. 

I followed the links to activate My BT and it logs me in with my old account details, once I am in, I can see my 2 old accounts but not my new one. However, when I log in via the app I can see my new account fine. 

I have gone into the settings on the browser and into the settings and followed the advice from the BT community on how to link an account but on the last page I get message saying I can't access the account as not an account holder and it will not submit regardless as its saying the post code is wrong.

I have also had my email to say i can claim my BT reward but when I follow the link and log in, I can not see how to claim the reward and only my old BT accounts. 

Many thanks

Sarah

[Sayce88]

I have set up a new BT broadband for my new house, I was previously with BT a number of years ago. 

I followed the links to activate My BT and it logs me in with my old account details, once I am in, I can see my 2 old accounts but not my new one. However, when I log in via the app I can see my new account fine. 

I have gone into the settings on the browser and into the settings and followed the advice from the BT community on how to link an account but on the last page I get message saying I can't access the account as not an account holder and it will not submit regardless as its saying the post code is wrong.

I have also had my email to say i can claim my BT reward but when I follow the link and log in, I can not see how to claim the reward and only my old BT accounts. 

Many thanks

Sarah

[Crimliar]

When you signed up to the new contract, you should have received an email titled "Thanks For Your Order".  That email will contain the account number you need.  Just be aware that some info about the order and services won't show up untill the service(s) you've ordered are live - some maybe a couple of days later.

*Finding your "open orders" on the site can be a bit cumbersome!  **The whole site is a bit cumbersome, to be honest!

[Sayce88]

Im putting the new account number in but its not recognising me as the account number or the post code with that account number. 

I also can't find my order. 

However, my new account number and order can be seen fine in the app. 

The website still looks the same as it did 15 years ago lol. 

[Sayce88]

I have just found my order by searching in orders with sales reference number under the help option. My broadband doesn't go live until 22nd April, so maybe it will not show up until then ..... 

Not sure why I had my email to claim my BT reward already as its not live yet.