Email account missing

[Saintsman57]

For two days now I have not been able to log into one of my email accounts. I have 3 email accounts.

I was using my android phone to access my emails and I was receiving a message saying I needed to check the settings on one of my email accounts.

I did this and I received message saying not authorised. I deleted the email app from my phone and reinstalled it, made no difference, so I removed the offending email account and tried to set this account up again. still not working.

I have logged in to BT mail on a computer and i am unable to login to the account and i can only see two of my three email accounts.

I am the BT Account holder and have used this email account for more than 10 years, so it is important that i can retrieve this email account

how can I get this email account back?

Thanks in advance

[gg30340]

Where did the message come from?

Did you click on any links within the message?

Are you a BT broadband customer or paying for your email through a BT Premium email account?

[Saintsman57]

Hi,

the message was on my Samsung email app.

yes, I was asked to input my email address and password and these were not recognised.

I am a BT Customer and have been for 15+ years.

my email account is also not recognised on the BT website.

I have tried the reset password link on webpage which it accepts but when I try to login in on the webpage it sends me to the Manage emails page.

[gg30340]

BT would never ask you to provide your email account and password.

It sounds like you have been scammed into giving out your email and password.

If that is the case the scammers will now control your email account. I would suggest that you contact your bank and any other financial/shopping sites that you use that email account on and inform them in case the scammers try to access them.

Your email account needs to be blocked and checked to see if it has been compromised. I have notified the moderators of the forum about your problem. Once they have read this they may be able to help. They will advise you by posting on this thread.

[PaddyB · Accepted solution]

Hi @Saintsman57,

Thank you for posting. I'm sorry if you can't access one of your BT email accounts. If you send me the details, I'll be able to get this investigated.

I have sent you a private message with instructions on how to contact the team.  You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy

[Saintsman57]

Hi,

Thanks for your advice, i may not have made myself clear but it was BT who were asking me to check my account settings.

As i posted it is all sorted now.

[Saintsman57]

Hi Paddy,

It is all sorted now, thank you.

I had to go through some security questions and being sent pin numbers to another account I have and i am now able to see  and add my email account back to my mobile phone.

I can also login in on the website again.

Thank you for your help.

[PaddyB]

Hi @Saintsman57,

Glad you got sorted and thank you for posting back to update the thread.

Thanks,

Paddy

[gg30340]

Good to hear you were not scammed and that your account is now secured.