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halfhearted
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Message 1 of 6

I am locked out of my email account. BT wants to send code to that account. I am stuck.

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I am locked out of my email "suspicious activity" has been detected. There has been no suspicious activity. It's clearly an error. BT wants to send a code to unlock the account. They wish to send a pin code to the BT account that I cannot open. So I cannot see the code. There seems to be no escape from this mad situation. I need to speak to someone at BT but there are no phone numbers I can see. Has anyone been in this situation? What do I do?

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imjolly
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Message 2 of 6

Re: I am locked out of my email account. BT wants to send code to that account. I am stuck.

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phone CS on 150 or 0800800150 from mobile



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gg30340
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Message 3 of 6

Re: I am locked out of my email account. BT wants to send code to that account. I am stuck.

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Have you tried getting into your email account by logging onto your MyBT then going to "Your Products" then "Mail, Manage"?

Have you tried changing the email account password by selecting "Forgotten Password" on the email log on page

See links

Why has my email address been suspended or deleted? | BT Help

Fix compromised BT email accounts | BT Help

halfhearted
Contributor
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Message 4 of 6

Re: I am locked out of my email account. BT wants to send code to that account. I am stuck.

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Thanks for your help. I remembered eventually what you are supposed to do. I was able to use my secret question, this then allowed me to change my password and eventually I got back in. In the process, somehow or the other, I activated 2-step authentication. I know this is advisable but I don't want it. I have a couple of supplementary questions -

1) Do you know if it's possible to turn off 2-step authentication?

2) I get the problem of being locked out of my email because of "suspicious activity" quite often. It is starting to drive me mad. I use VPNs for security, ironically, is this the problem? Does BT regard log-ins from VPN IP numbers as "suspicious activity"?

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gg30340
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Message 5 of 6

Re: I am locked out of my email account. BT wants to send code to that account. I am stuck.

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@halfhearted wrote:

 

1) Do you know if it's possible to turn off 2-step authentication? Yes. Log onto your MyBT, go to Personal Details, scroll down to Edit 2step authentication and click on it. Click on Passcode Settings then scroll down to Switch Off.

See link about 2FA

Two-step authentication | BT Help

2) I get the problem of being locked out of my email because of "suspicious activity" quite often. It is starting to drive me mad. I use VPNs for security, ironically, is this the problem? Does BT regard log-ins from VPN IP numbers as "suspicious activity"? I don't know if the VPN is causing your specific problem but they have been a problem with BTMail which if I recall was put down to to using IP addresses that may not be in the UK.


 

halfhearted
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Message 6 of 6

Re: I am locked out of my email account. BT wants to send code to that account. I am stuck.

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Thanks.

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