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Newbie
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Message 1 of 13

Can't reset email - security questions are correct

I have a btopenworld account and for a few years have been using it via the Yahoo! app. I'm told I can't do this any more.

I have just tried to log into the account through the BT website, and it will not let me. When I go to reset the password, I am answering all the security questions correctly, but it doesn't recognise the answers.

Is anyone able to help?

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12 REPLIES 12
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Distinguished Sage
Distinguished Sage
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Message 2 of 13

Re: Can't reset email - security questions are correct

Are you a BT Broadband customer or paying for your email address through a BT Premium Email account?

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Newbie
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Message 3 of 13

Re: Can't reset email - security questions are correct

I am a broadband customer

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Distinguished Sage
Distinguished Sage
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Message 4 of 13

Re: Can't reset email - security questions are correct

See link about not being able to use the Yahoo app, which only applies if you use an email client/app.

https://www.bt.com/help/email/updating-your-bt-email-settings

What happens when you try to log on using this link

BT Email 

If you have a VPN try turning that off.

If it doesn't work try clearing your browser's history and cookies and if your browser has the McAfee web advisor add on try disabling that.

If that doesn't work try another browser and finally try using @btinternet.com instead of @btopenworld.com in your email address.

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Newbie
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Message 5 of 13

Re: Can't reset email - security questions are correct

Thanks - when I try to log in I just get a message saying "you are not currently logged in to your email." It always goes back to that page.

 

The btinternet version isn't recognised

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Distinguished Sage
Distinguished Sage
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Message 6 of 13

Re: Can't reset email - security questions are correct

Did you see the part about the VPN, I added that after my initial post?

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Newbie
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Message 7 of 13

Re: Can't reset email - security questions are correct

Yes, thanks - I don't have a VPN

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Distinguished Sage
Distinguished Sage
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Message 8 of 13

Re: Can't reset email - security questions are correct

Did you try another browser?

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Newbie
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Message 9 of 13

Re: Can't reset email - security questions are correct

Yes, I have tried several. And several devices.

My password may be wrong, but I can't reset either because it doesn't recognise my security questions, even though I'm getting the answers right.

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Distinguished Sage
Distinguished Sage
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Message 10 of 13

Re: Can't reset email - security questions are correct

Per chance your email address is a sub account of another email account, it is the master email account's security answers that must be used.

If that doesn't help, you will need to call BT 0800.800.150 and get them to reset your password for you. This may involve them sending a PIN number to the account holder's address.

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