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2504Eddie
Beginner
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Message 1 of 5

Cannot log in

My wife was locked out of her account 6 weeks ago due to ‘suspicious activity’. When she reset her password it was accepted by the system but when logging in to BT email it just takes her to the BT home page . When she enters the new password on her iPhone it says it the account is not recognised. This issue was first raised with BT In January. We have gone through the rest process since then almost daily but the problem persists .My wife has had this email address for c20 years so there are so many contacts which use it Despite case managers promising on twitter to call to update on the issue there has been no update. Has anyone this issue?

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4 REPLIES 4
Keith_Beddoe
Distinguished Sage
Distinguished Sage
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Message 2 of 5

Re: Cannot log in

@2504Eddie 

Are you a current BT Broadband customer?

This is the correct login link BT Mail

 

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2504Eddie
Beginner
400 Views
Message 3 of 5

Re: Cannot log in

That is what we are using. She logs into there. It recognises the log in but take her to the By home page. She clicks on the email link and it takes her back to the home page

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Keith_Beddoe
Distinguished Sage
Distinguished Sage
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Message 4 of 5

Re: Cannot log in


@2504Eddie wrote:

That is what we are using. She logs into there. It recognises the log in but take her to the BT home page. She clicks on the email link and it takes her back to the home page


Sounds more like a problem with the web browser. Try clearing the cached files or using a different web browser.

This is the page that should be displayed.

Capture.JPG

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2504Eddie
Beginner
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Message 5 of 5

Re: Cannot log in

Spoiler
We have tried safari chrome edge on different computers so it is not a cache issue. The screenshot page is the page we use. We type in her email address, her password and it takes her to the BT homepage
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