BT Cloud has closed x

See our help page for further information.

cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
362 Views
Message 1 of 7

Email Issues

Hi everyone,

I had been a BT customer for numerous years and have the BT email which I use. I finally upgraded my broadband last year and switched to EE which is of course BT. I read before changing that we keep our BT email as part of the switch and upgrade which was great. Today however I went to the BT website to sign in as I wanted to create a new email which when I signed in to my BT account it showed email as my only product from BT now and when I clicked to manage my email accounts it said I am not the account holder which I am. Any ideas what I can do to fix this and be able to access my email accounts like I was able to before? This seems to be a new'ish thing as I was able to sign in to my BT account and managed emails after my switch to EE previously without issue.

 

Thanks in advance.

Tags (1)
0 Ratings
Reply
6 REPLIES 6
358 Views
Message 2 of 7

Re: Email Issues

It gives me this warning and clicking the link doesn't go anywhere:-

 

Warning

You cannot access this page as you are not the registered billing account holder.

 

Screenshot 2025-01-18 at 20-39-04 Your products My BT.png Screenshot 2025-01-18 at 20-39-15 BT.com.png

0 Ratings
Reply
279 Views
Message 3 of 7

Re: Email Issues

Hi @chris2k12 

Could you try the below steps to change this please? 

  1. Log in to My BT 
  2. Click on Settings and Your account
  3. Scroll down and you'll see if you're an Account holder or Account manager
  4. Click on the I should be the Account holder link and follow the steps

Chris

242 Views
Message 4 of 7

Re: Email Issues

Hi,

 

I am indeed the account holder and it shows that still so I am even more confused.Screenshot 2025-01-19 at 16-33-30 Your Accounts.png

0 Ratings
Reply
234 Views
Message 5 of 7

Re: Email Issues

I've just noticed something weird... My account number at the top of the page isn't my original account number it is a series of numbers rather than the SS account number it was before but if I click that section a drop-downmenu with my original account number shows and if I choose that account it shows my products page all greyed out as I no longer have products from BT as I'm now with EE. If I change back to the numbers account number it shows my products as Email only but I get the error when trying to click to manage the account.It seems maybe because the account numbers are different I can't manage my email accounts yet I am signed into the main account and am the account holder. It is that BT has split the email to another account under the same sign in address causing this problem.
Screenshot 2025-01-19 at 16-42-41 Your products My BT.png Screenshot 2025-01-19 at 16-43-02 Your products My BT.png

0 Ratings
Reply
228 Views
Message 6 of 7

Re: Email Issues

After further testing it seems BT have split the email management to my EE account number and left my old BT account number also on my account. I cannot sign into My BT using the EE sign in information so I can't manage my emails and EE doesn't offer a way to manage emails on their site. BT has messed this right up as I am now unable to manage my email accounts. When I go to the section you mentioned while choosing my EE account from the drop down menu it still shows on that page my old BT account number rather than the EE one so it shows I am the account holder. If I then choose the EE account I get a new error saying it is an EE account so BT really have screwed this right up!Screenshot 2025-01-19 at 16-57-35 Your Accounts.png Screenshot 2025-01-19 at 17-00-06 Your Accounts.png

0 Ratings
Reply
174 Views
Message 7 of 7

Re: Email Issues

Morning @chris2k12 

I have sent you a private message for some details. 

Leanne. 

0 Ratings
Reply