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alison4
Beginner
223 Views
Message 1 of 12

Completely shut out of My BT app

I cannot get into the BT app using the 'Forgot password' function. It just says 'an error occurred' 'try again'. I've spent a couple of days trying again. What can I do? Is there a way to reset the Smart Hub 2 to clear all app controls?

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11 REPLIES 11
DavidM
Moderator
Moderator
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Message 2 of 12

Re: Completely shut out of My BT app

Hi @alison4 and welcome to our community.

I'm sorry you're having problems with the App. Are you able to delete and reinstall it? Can you post a screen grab of what you're seeing?

Cheers

David

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sno1989
Beginner
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Message 3 of 12

Re: Completely shut out of My BT app

If it helps I haven't been able to access the app since the latest update. Clearing cache, data and reinstalling hasn't helped. Can't get past a message saying 'Something went wrong'.

Screenshot_20211113-144803-097.png

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DavidM
Moderator
Moderator
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Message 4 of 12

Re: Completely shut out of My BT app

Thanks for posting @sno1989 . I'd like to take a closer look at this for you so I'll drop you a private message now so you can get in touch.

@alison4  Is this the same issue you're seeing?

Cheers

David

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alison4
Beginner
160 Views
Message 5 of 12

Re: Completely shut out of My BT app

The message posted by the other user is the same message that I  seeing. Thank you.

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NeilO
Moderator
Moderator
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Message 6 of 12

Re: Completely shut out of My BT app

@alison4 have you tried @DavidM's suggestion of deleting and reinstalling the app to see if that helps?

Thanks

Neil

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alison4
Beginner
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Message 7 of 12

Re: Completely shut out of My BT app

I have tried deleting and reinstalling three times in the last couple of days. I continued to get the 'Oops' message and the password I thought I'd set up wasn't recognised.

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sno1989
Beginner
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Message 8 of 12

Re: Completely shut out of My BT app

Same here.

 

Looking at all the 1 star reviews on Google Play store from the last few days, I don't think it's an isolated issue.

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NeilO
Moderator
Moderator
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Message 9 of 12

Re: Completely shut out of My BT app

Hi @alison4 and @sno1989 do the same log in details work on the MyBT website?

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sno1989
Beginner
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Message 10 of 12

Re: Completely shut out of My BT app

I don't get that far Neil, it errors before that unfortunately. 

My login details do work on the website though 👍

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