Profile is not the account holder message

[craig255]

Hi

When I try to visit the EE upagrade page though MyBT homepage I'm presented with the message

This profile is not the account holder

Please login with Account Holder account to continue

I believe this has been a setup issue on my BT account from the beginning, I am the account holder but for some reason when I log in to MyBT it thinks I'm not. How do I get this resolved?

Thanks

Craig

[Leanne_T]

Morning @craig255 

Thanks for coming to the community. 

Could you try the below steps to change this; 

1. Log in to My BT 
2. Click on Settings and Your account
3. Scroll down and you'll see if you're an Account holder or Account manager
4. Click on the I should be the Account holder link and follow the steps

Does this work for you and you are now the account holder? 

Speak to you soon. 

Leanne. 

[craig255]

Hi @Leanne_T 

Thanks for the suggestion.

When I click the "I should be the account holder link", this just takes me back to the My Bt homepage.

Thanks

Craig

[Leanne_T · Accepted solution]

Thanks for trying this @craig255 

If this does not work for you and is taking you back to the homepage, please give us a call and one of the team can get this updated for you 🙂

Let me know how you get on. 

Leanne.