Account Inactive. Sorry we can’t get your account details at the moment!

[Badger1919]

I am experiencing the same issue since updating my BT-ID (on BT's instruction) to the new required e-mail format. 

At present I cannot access my MYBT account and I cannot view any of my Bills. 

I spent over two hours recently with the Helpline Chat-Bot ) trying, ultimately unsuccessfully, to get this sorted, and ended up as a very Unhappy Bunny with the following referral to a "higher authority">

(Fri, 3 Jul 2026 18:09:39) BT : In order to get BT ID prioritized & to acknowledge your concern and take
feedback to serve better. I have logged up the complaint and the Complaint
reference : ************

If this means anything to anybody, I am happy to discuss this further.

[MOD EDIT - REMOVED PERSONAL DETAILS]

[kinetic747]

If it's any consolation I have exactly the same problem.

[Leanne_T]

Hi @kinetic747 

Thanks for coming back to the community. 

I've sent you a private message for some extra details. 

Leanne.

[KatyP]

I can’t get in to see this Leanne
It says I dont have sufficient privileges

[Leanne_T]

Hi @KatyP 

This message was sent to @kinetic747. 

Have you been in touch with our tech guides to get the account looked into? 

Leanne.