Sorry, we can’t get your account details at the moment

[BenHols]

Can't access my account online, only get the "Sorry, we can’t get your account details at the moment" message.

[infinitywaiter]

That happens sometimes, if you are on computer then try using the My BT app and going through mobile instead.

Otherwise, just log out and wait for a bit and then log back in and try again.

It can be something simple like website maintenance happening at that time, or just a simple glitch in the system that needs clearing.

Give it a bit of time and try again.

[BenHols]

I have been unable to access my account on the web page and on the My BT app for months, so it isn't just website maintenance or a simple glitch, I'm afraid.

When attempting to view my bills or usage on the My BT app, I am faced with the following message:

"Sorry there was a problem
Due to a temporary hitch at our end, we can't show your billing information at the moment. We're working hard to resolve this as soon as possible. Please try again later."

[NeilO]

Hi, @BenHols I'm sorry you're getting that error on both the MyBT app and website. It's likely that your account details are not linked to MyBT resulting in the error. We can help you get that fixed and I'll send you a private message so you can get in touch with your details.

Thanks

Neil

[JonnyRobbo]

Hi, I also have this same problem where I can’t view anything on the app for months. Any help would be great, thanks

[RogeeP]

This has happened to me too, I need to pay the bill ASAP so can you please help! 

[Chris__S]

Hi @RogeeP Is this happening when you're trying to pay a bill on your app and via web page?

You can make a bill payment without needing to log in through this link: Make a payment

Chris S

[RogeeP]

Thanks Chris, yes I set up the account yesterday via mobile, I can see My Details but it won't let me do anything else. I downloaded the app but that just says Sorry there's a problem. I'm doing this on behalf of my father who only has a BT landline, no Internet.

[Chris__S]

Thanks for letting me know @RogeeP Did you manage to get your father's account linked up on the online account successfully?

We do offer multiple ways to pay a BT bill where you don't need to have access to an online account, you can check out all of those options here

Chris S

[RogeeP]

No, it's still saying 'Sorry we can't get your account details', this is via my mobile internet. Is there something I can do to link it or clear this as we would want this working in future. I'll use the link you kindly sent to pay his bill today. I won't go into it too much but would rather pay online for him as we're both housebound, disabled and partially deaf! Thanks again.