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n022er
Beginner
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Message 1 of 4

Problem logging into BT Cloud app using iMac

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I cannot log into my BT Cloud using the MacOS app on my iMac.

I get 'Error It doesn't look like you're eligible for BT Cloud on this BT ID. please check you're logging in using the primary BT ID for your BT Broadband account. If you need further assistance, please contact us at bt.com/help/contact. Error code UN2.'

When I click on 'logging in' in the above message, I eventually get the following message 'We are sorry but BT login page could not be loaded. Try again. (Event reference: udid=ad40027a-da69-499c-b89f-b76d49b35592, xid=d1db801d-ae83-4007-8804-dfc13e4e10b6)'

I click on 'Try again' in the above message and then get the following message

{
"error": "parameters_missing",
"code": "MB4-05"
}

I am using the primary id for my account and my account is certainly eligible for BT Cloud. I can log onto BT Cloud using a web browser on the same iMac, the Windows app on another machine and both the IOS and Android apps.

I have uninstalled/re-installed several times.

Any ideas?

TIA

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Moderator
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Message 2 of 4

Re: Problem logging into BT Cloud app using iMac

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Hi @n022er,

I am sorry that the app isn't working on your iMac.

It may be best if you spoke directly with our BT Cloud Helpdesk. You can reach them on 0800 500 3114, 9am to 9pm Mon - Fri 9am to 6.30pm Sat and Sun.

Thanks

DanielS

Community ModeratorDannyS
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n022er
Beginner
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Message 3 of 4

Re: Problem logging into BT Cloud app using iMac

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Managed to solve it myself.

It turns out that 'uninstalling' an app in MacOS by dragging it to the trash can doesn't actually unistall everything (as with most apps).

I downloaed and ran AppCleaner. Dragged the BT Cloud icon from the Applications directory onto it and it listed all the associated files and directories that go with the BT Cloud app. I uninstalled everything, emptied the trash can to be sure and re-installed the BT Cloud app. Now working fine.

Moderator
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Message 4 of 4

Re: Problem logging into BT Cloud app using iMac

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Hi @n022er and thanks for posting.

 

I wanted to reply to say thanks for letting us know how you managed to resolve the problem. I’m sure it will help others who are having the same issue. Kudos to you. Smiley Wink

 

Cheers

 

David

Community ModeratorDaveM
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