My BT App asks me to update my profile and then will not open

[Alan_in_Hemel]

When I click on the My BT App and sign in, I get a screen asking me to update my profile. I cannot bypass this but when I click on the only option I am taken to the BT Home page not to any profile update page. I have checked my profile and it is up to date, so I do not know what is being asked for. When I return to the BT App I just get the same message again, so the app cannot be accessed or used. It is like I am in some sort of Groundhog Day.

[Christopher_G]

Hi @Alan_in_Hemel 

Welcome to the community.

Please try deleting and re-downloading the app. Let us know if you're then able to then get in.

Chris

[Alan_in_Hemel]

That was my first action and it made no difference.

[Alex_H]

@Alan_in_Hemel What device is it you are using to login to the app? Do you have another device handy to test out? Do you have 2 factor authentication setup in your profile as if not this may be what it needs you to update.

Alex

[Alan_in_Hemel]

Two Factor Authentification is ON. I have been trying to use the app on my iPhone 16 using IOS 26.3.1, I have also tried to use the app on my iPad Air (3rd generation) with the same IOS version. Both devices give me the same error message.

[gg30340]

Are you able to log in using a web browser instead of the app?

[Alan_in_Hemel]

Yes, I can log in on my Microsoft PC. 

[Lewism19]

Following this thread. I'm also having the same issues with the app.

Have cleared cash and un-installed and re-installed multiple time to no avail.

Can log into the browser witbout issue. Have tried on multiple devices and no sucess.

Keeps asking me to complete my profile and kicking me off the app into the browser.

Need to get on as I'm only getting 300mbps and min should be 700!

Would appreciate a swift response 

Many thanks, Lewis.

[Alan_in_Hemel]

This is a known problem and BT are investigating. They have not provided a fix time.

[Alan_in_Hemel · Accepted solution]

I had heard nothing from BT, well why would I, so I tried the app just now to see if anything had changed. It is now working as it should, sign in once and away you go.