Cant make a BTID

[KyiLC]

Hi can anyone help.

Im trying to set up a BTID for my elderly relatives who i care for so i can help her bill online (she doesnt want direct debit) 

Iv set up my end for 3rd party but when i set up her account i get the following 

Confirm your identity

We do not have your email address or mobile number in our records.

I can't get pass this part at all, i have rang and added a mobile number and a email address and a lady has tried helping me - we thought i had done it via account management but it needs to be accepted via my relatives BTID but i still can't make anything for her and i get stuck on the verifying section with no option to go forward. 

I've seen other people have this issue on here but havent come across a solution yet, so if anyone could help me that would be very much appreciated.

Thank you 

K

[Katie_B]

Hello @KyiLC. 

Thanks so much for coming here. 

I'd love to see if we can help further. 

Do your relatives have a registered email address on their account that is not yours?

Speak soon, 

Katie

[KyiLC]

Hi Kate,

I think we may have the same email address in use.

When i rang up to sort my nans BT ID account out we added my email address (at the time i hadn't done the account management bit for myself so it was only in use for my nan) but it didnt work so on the phone i was directed to create 3rd party management for myself instead but obviously an account for the holder is still needed for me to have the access to pay bills. 

Thanks 

K

[Michael_D]

Thanks for explaining @KyiLC 

It would need to have an BT iD account set up on the main email address for the account holder first of all. What is happening when you try to set that up?

Would your nan be accessing the account herself or would it just be you? If it is just you, there isn't really need for 3rd party management if the main account holder email address is yours.

Michael

[KyiLC]

Hi Michael 

It would just be me, shes 80 and not tech savy at all, she can't even use her mobile phone to call 90% of the time haha. 

When i go to set up in her name etc i do the acciunt number, name, dob and then go on to section 2 verify - its saying 

Confirm your identity

We do not have your email address or mobile number in our records.

They do have my mobile number and email address on record and im down as a peeson to talk to, but its still saying nothing is on record. 

Thanks 

K

[Michael_D]

Thanks for sharing that @KyiLC 

If your email address is already on the account and it is still not letting you register, I would recommend speaking to our customer support guides again so they can bring up the account and look at it further for you.

Michael