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Message 1 of 7

Can’t load BT email on iphone

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Hi

 

My email was working fine until Friday on my iPhone. Then it started erroring and new emails would not load.  I deleted the accounts off my phone and tried to reload them. This is failing with the following errors: 

The IMAP server “mail.btinternet.com” doesn’t support password authentication.  Please check your account settings and try again. 

Once I got past this and saved the account, it is now showing the following error :

The mail server “mail.btinternet.com” is not responding. Verify that you have entered the correct account info in mail settings.

i have changed my password and checked all settings against my husbands account and everything looks the same but I still cannot load my emails. 

any ideas please? 

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Message 2 of 7

Re: Can’t load BT email on iphone

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Is your email account from a current active BT Broadband account or are you paying for your email through a BT Premium email account?

If neither of the above your email account may have been downgraded to a BTMail Basic account.

See Link

BT Email products | Types of BT Emails | BT Help

If you are one of the above, can you log onto and use your email account using a web browser using the following link.

BTMail 

If you can it is probably a BTMail  server problem that prevented you sending email and receiving emails.

The best advice when it happens is to do nothing, especially do not change passwords or delete the account from your phone as that can cause more problems than it solves.

The first thing to do when it happens is check to see if you can log on to your email account via a web browser. If you can there is obviously nothing wrong with your password or account hence the advice to do nothing.

If the problem did not resolve its self after a day or two or in your instance where you have deleted the email account from your device you should stop your iPhone and any other devices from checking for email. The easiest way of doing that is to turn them off if you still have the account on your device or add a couple of characters to the email address so that it is not checking your account. If you have deleted the account and it is no longer on your device do not try and add it at this time.

Once you have done that, change your email password and check that you can access your email via webmail (on a browser).

If that works you should wait at least an hour to allow the servers to sync and then add the new password to your iPhone, remembering to remove any characters you may have added and again check it works. If it does then move onto the next device if you have one.

When entering the settings, make sure that in the Outgoing server you do not use the "use same as incoming" for the email address and password. Enter them manually.

If the above does not resolve the problem, when you change your BT password on an iPhone/iPad/Apple device it may only change for INCOMING mail.

To change the outgoing mail password you have to go into Settings; then scroll down to Passwords & Accounts or on older devices Mail, Contacts, Calendars. From there select the BT email account and select the account where it is listed under IMAP.

You will find the details for the account and can change the password for the Incoming server there, the outgoing mail server only shows SMTP and mail.btinternet.com You have to tap on that Primary Server in order to find where the Outgoing password is hidden so you can update it.

When setting up the email account on your device you are best to set it up manually, using "other" and ensure that you are using the correct settings as per this link.

https://www.bt.com/help/email/manage-email-account/manual-settings/what-are-the-settings-for-outgoin...

 

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Message 3 of 7

Re: Can’t load BT email on iphone

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Hi

i can see all my accounts on My BT and that was where I changed my password today in case it had been compromised. 

My BT app is working on my IPhone as well as webmail.  My iPad has access through the mail client to all of my BT email accounts.  I have 3 set up for different roles.  

it is just my phone that has issues with the mail client.  I have followed all of the guidance below (and other help found in the community when searching for the errors but I am still having the same issue.  

thanks

sharon 

 

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Message 4 of 7

Re: Can’t load BT email on iphone

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I should add, these are accounts held for many years not new ones and I am a standard BT mail service. 

thanks 

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Message 5 of 7

Re: Can’t load BT email on iphone

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Some of us had problems like this late last year.  A solution which worked for me (and others) was to put a wrong password into the phone which then caused the set-up system to start from scratch - ie not using anything stored in the phone.  You need all the settings for that.

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Message 6 of 7

Re: Can’t load BT email on iphone

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@SharonLW wrote:

it is just my phone that has issues with the mail client.  I have followed all of the guidance below (and other help found in the community when searching for the errors but I am still having the same issue.  
thanks.

Did you try everything that I suggested in my earlier post and importantly the part about turning off your devices, which will include your iPad and any other device that could be polling (checking) for email  before you change your password in webmail again and waiting at least an hour before setting up your iPhone and changing the password to the new one on your iPad and any other devices that are used with your email account?

And did you check that the password on your iPhone is the correct one in the outgoing server setting rather than just "use the same as incoming"?

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Message 7 of 7

Re: Can’t load BT email on iphone

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Hi

 

Thank you for all your help.  My email is now working again.

Sharon 

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