Change 2FA delivery method?

[Ryanm353]

Hey all,

On the my BT app, is there anyway to change the 2FA method so it sends a code to email instead of the phone number? When I go to edit 2fa settings on my BT it asks me to login ,and when I do it just lets me change the phone number and there isn't any option for any email to be sent instead. I do have secondary email addresses on my BT account set up for recovery and contact info but this dosnt seem to be recognized for 2FAa.  Any ideas?

Thanks!

[Ali_A]

Hi @Ryanm353 

You can change where your passcode is sent by following the steps below: 

1. Log in to My BT online.
2. Select Your Details.
3. Select Edit two-factor authentication.
4. Follow the steps to change your passcode destination.
    

You can find out more at About two-factor authentication

Ali 

[Ryanm353]

Hi @Ali_A , when I do that it only lets me change the phone number. Not add or change the email address. Any ideas? Thanks

[gg30340]

Go to your MyBT and go to "Your Details and at the Contact Details where you have to provide a recovery email address and phone number change the email address to your chosen email address.

[Ryanm353]

Hi @gg30340 

I already have a recovery email and phone number added. But the 2FA is automatically sent to the phone number and I'm not given any option to pick email instead. And it is a different email address, not the one used for my BT id. It's a Gmail address. Does that matter?

[gg30340]

I use a gmail address for the recovery email and my mobile for the phone recovery number.

When I logon to BTMail using the BTMail logon link https://email.bt.com/mail/index-rui.jsp?v=MX_3.12.0.1  after entering my username and password, I am offered the option of my mobile number and the gmail address as to where I want the PIN sent.

It defaults to the mobile number which suits me although I rarely use webmail so either would do.

[Ryanm353]

@gg30340 

I'm not sure if the BT mail systems and my BT systems are different. I'm not trying to login to a mail or email system, just my BT account and there I don't see any option for email for 2fa

[gg30340]

The MyBT Contact details is for both your BT account and for BTMail if you happen to have a BTMail email account.

Due to an ongoing problem with BT I am unable to use the MyBT log on page to check if the option where to send the PIN is offered there.

[Ryanm353]

@gg30340 @Ali_A 

Whenever I click edit on 2fa and put in the 2fa code again, this is the page I get. It only allows me to change the phone number where the codes are sent to, not select an email address as the default method for sending the code. 

 

[gg30340]

@Ryanm353 

I have managed to now get into MyBT and carry out the procedure for editing where the 2FA gets sent and I have found that it is the same as you are finding. I can only change the mobile number and there is no option on the logon page to have it sent to an email address.

It would appear that BT have implemented 2FA by using two different committees rather than using one team working from the one sheet and making the procedure the same for both systems.

This appears to be what I have come to expect from BT when ever they try to change something..... it never happens without there being major problems which causes issues for its paying customers.

I can only suggest that you keep badgering BT and the moderators to fix what is broken. Apart from anything else how does what they have implemented work for users who DO NOT have a mobile phone. They would have no way to receive the PIN and can therefore not access their MyBT and view all that is accessed from MyBT which includes their bill.