Log in/MyBT

[Jaac]

Hello

Hoping this gets some views on this board  as I wasn't sure where to put it.

I have had trouble signing into My Bt for a few weeks. Thought it might be a temporary glitch but I still cannot sign in and go to my invoices etc. I get the message 'Access denied'

I have tried to  reset my password which has been unsuccessful. I get as far as please answer security question which shows  '1FA'. No idea what this is. I choose that I cannot answer question so I am given the option to chat online.

This option takes me to a page showing:

{"code":1002,"message":"Item not found: Empty result for site id 55195536"}

 I using my email address for login.

Any help would be appreciated.

[gg30340]

This is a BT Customer to customer forum and no one on the forum including the moderators have access to your account in order to assist in accessing it.

You should call BT Billing 0330.1234.150 who should be able to help.

[brookheather]

1FA means single factor authentication - 2FA or MFA would be multi-factor authentication which is where you would receive a code via text or email in addition to your password in order to login.  Perhaps your account wasn't enabled for 2FA which is probably a requirement for accounts now.