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Message 1 of 5

Cannot change account on the My BT app.

Hey.

 

So I can log into My BT on the app, and there is a drop down to change the account you want to view.  I have 3 accounts on there, but only 2 show.  One of them is an old account which has nothing on it, one is BT Sport through EE mobile and the other is my BB, LL and mobile account.  It defaults to the BT Sport on EE, which shows nothing as there is really nothing to show.  But when I click the drop down menu, and click my other account, it still selects the account for BT Sport through EE.

 

I have uninstalled the app and reinstalled it, I have force closed the app, I havr restarted my phone and tried it.  Still does the same thing.  I am on android and have updated to latest version also.

 

Any help would be much appreciated.

 

Craig.

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4 REPLIES
Distinguished Sage
Distinguished Sage
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Message 2 of 5

Re: Cannot change account on the My BT app.

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

-----------------------------------------------------------------------------------

Communityhelp (Private website) Lots of additional information and help.
You will need to be connected to your home BT Broadband connection to view it, or any links to it that I post on this forum.

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Moderator
Moderator
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Message 3 of 5

Re: Cannot change account on the My BT app.

Hi @CraigyWaigy89,

We will be able to remove the old account for you and we may need to separate your BT Sport on EE onto a separate BT ID. We can discuss all of that after we look into it. To get in touch with us, click on my user name and then copy and paste the link under "Moderation Team Email Address" into your browser.  Complete that form and we'll get back in touch with you.

Thanks

DanielS

Community ModeratorDannyS
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Kudos”
Please avoid contacting us (moderators) via private message, for account/fault issues, unless invited to do so. The community will be able to help answer your question so we encourage you to create a new thread if you can’t find the answer from existing discussions. The moderators will be around to lend a hand should the community not have the answers. Thank You
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Community Manager
Community Manager
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Message 4 of 5

Re: Cannot change account on the My BT app.

Hi @CraigyWaigy89 I called and left a message, sorry I missed you.

I think what @DanielS said about separating your BT Sport on EE onto a different BT ID is probably correct, but I need to run through some security questions first. Please text me back with a suitable time for me to call and we'll take it from there Smiley Happy

Community ManagerStephanie
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Make sure you are logged into the forum otherwise you will not see our contact link when a moderator offers help. When sending us your details please don’t send a private message (PM), we can’t deal with account/service issues via PM so please use the contact link. Thanks
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Community Manager
Community Manager
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Message 5 of 5

Re: Cannot change account on the My BT app.

@CraigyWaigy89 good speaking with you today. Please let us know if you have any problems setting up the new BT ID (if you decide to do so) Smiley Happy

Community ManagerStephanie
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Help others by clicking on ‘Mark as accepted solution’
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Kudos”
Make sure you are logged into the forum otherwise you will not see our contact link when a moderator offers help. When sending us your details please don’t send a private message (PM), we can’t deal with account/service issues via PM so please use the contact link. Thanks
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