BT App Log On Issue

[Ronny101]

When I try to log on to the app I get this message but when I add my account number it says it’s already added? Can anyone help explain why it’s doing this and suggest a solution - Many Thanks

“Sorry, we are unable to log you in as there is no account linked to this BT ID. To add your account please visit bt.com/ addaccount”

[Alex_H]

Hi @Ronny101,

Thanks for visiting the BT Community

If you login via the BT website rather than the BT app, do you have the same issues?  Do you use any other e-mail addresses that you may have setup an account with and linked your billing account to? 
 

Alex

[Ronny101]

Hi Alex

Thanks for your reply. When I log on via the website it’s fine and no message appears, only when I log on via the App. Interestingly when I log on via the website and then go into the App it’s OK, I’m guessing it’s because I’m already logged in? Regarding the email address, I did change my email a few years ago but have only had my new one associated with my current BT account I believe. 
Best Regards

[Alex_H]

@Ronny101 Thanks for clarifying. If you can login to the website ok it suggests there are no issues with your account and it is linked correctly. Have you tried clearing the app data and cache or fully re-installing since the error started happening?
 

If not would be worth a try to see if that fixes it.

Alex

[zulu17]

I suspect  it is a long running issue with the MyBt app that affects some customers  (particularly  long standing  customers)

[Ronny101]

Hi Alex

Thanks, I tried offloading the App and reinstalling but that didn’t work, so deleted it completely and reinstalled and that has worked - Brilliant! Thanks for your help it’s appreciated. 
Best Regards

[Ronny101]

Hi Alex

Arghh! Sorry, spoke too soon! Just opened App again and message is back…

Best Regards

[Alex_H]

@Ronny101 I am sorry to hear that only temporarily resolved it. If the issue is still happening after the re-install I would recommend reaching out to our technical team when you have the chance to run some further checks.

Alex