BT App will not stay linked to account

[Alan_in_Hemel]

When I try and open the BT App it tells me there is no account linked. I go through the steps to link my account but next time I open the app the same thing happens. Am I doing anything wrong or does the app have a fault?

[Manatarms84]

I would try to make sure the app is up to date or failing that un install and re install the app.  If you are still having issues I would contact BTs technical team who will fit it.

Fix broadband | BT Help

[zulu17]

Hi @Alan_in_Hemel   just checking is it My BT App that this is occurring on ?  There seems to have been quite a few issues with that app lately. I believe you will need support to  investigate and correct.  I don’t believe it is a technical fault so not sure that the suggested link is the most appropriate .

[Alan_in_Hemel]

I have tried  deleting and re-installing the BT App on both my iPhone and iPad but the problem remains when I next try to use it.

[Christopher_G]

Hi @Alan_in_Hemel 

Are you able to access all of your information through the My BT desktop site? Is the account all linked correctly there?

Chris

[Alan_in_Hemel]

Yes and when I link my account on the app all my information loads correctly.  However the next time I open the app the link to my account has disconnected and I have to start again.

[Christopher_G]

Are both of the devices you have the My BT app on completely up to date on their individual device software, @Alan_in_Hemel?

When you go into the app store and search for the My BT app, does it say 'update' next to it?

Chris

[Alan_in_Hemel]

Apps on both devices are up to date.

[Christopher_G]

Is the device software on both devices up to date, @Alan_in_Hemel?

Chris

[Alan_in_Hemel]

iOS 18.3.1 and shows as up to date.