Trying to add account to bt id

[Gwelch]

Adding account to my BT ID

Hello I have set up an account but it will not let me add my account it says I need a pin but gives me no options to click to move forward please help.

[Peter_W]

Good morning @Gwelch.

Thanks for stopping by the BT Community!

Is it via the My BT app that you're trying to add this, or through the Browser version? 
Also do you have any existing accounts already active with this ID, or are you adding this for the first time?
Peter

[Gwelch]

Hello Peter 

Thank for the reply

I am using a normal chrome browser trying to set up for the first time..never been online with bt.

Only have a landline.

Just wanted to make it easier to pay the bill..

Many thanks

Mr Welch

[Peter_W]

Thanks @Gwelch 😊

Normally it will request your account number at the point of sign up, did you enter this originally?

If possible can you pop up a screenshot of what you can see when you're trying to add this account? 
Just make sure to mask any personal details that may be showing.

Peter

[Gwelch]

Hi Peter

Please find screen shot after customer number is entered..

On my Google drive

https://drive.google.com/file/d/1cZIMkc9Jj3qFX4h4qSo9oJTu4_XlqnYq/view?usp=drivesdk

[Peter_W]

Thanks @Gwelch, I'm not able to view the image via this link, but you should still be able to upload this direct to the forum.

In the meantime another step I'd recommend is downloading the My BT app and see if it allows you to add your account though here. 

Peter

[Gwelch]

hi Peter 

It says the file was to large..

I have tried the bt app but not even been able to log on..

Sorry if you try the link again it should work now as it was restricted..

https://drive.google.com/file/d/1cZIMkc9Jj3qFX4h4qSo9oJTu4_XlqnYq/view?usp=drivesdk

[Peter_W]

Cheers @Gwelch, I can see that now 😊

Can you please give this a try through a different browser, or if possible a desktop? 
You can also request to view the desktop version of this page in Chrome for mobile by tapping the three dots on the top right.

Keep us posted on how you get on!
Peter

[Gwelch]

OK Peter 

I will give it a try

Thanks

[Peter_W]

Thanks @Gwelch!

If you continue to struggle after trying the app and desktop version, I'd recommend reaching out to our customer care team and they can look into getting this linked at our end.

Peter