'Other half' unable to sign in to BT email App

[prm1]

Hopefully someone can help me out here - I am a BT account holder and have happily used the BT app for a while now.  My other half has a btinternet.com email account created by me for her a number of years ago.  She has now been dragged into the 21st century and has purchased a Pixel 7 smartphone.  We are just starting to set up the phone and are unable to get the BT email app to accept her login details.  At first I thought this was because she was not considered to have a 'BT ID' but was simply an email address that 'hung off' my 'Account holder' login.

I've now successfully made her an 'Account Manager' and yet when we try to sign in on the App with her email and password we simply get the message... 'sorry, we didn't recognise your username or password. Please try again.'

Obviously I have checked that the password is correct - indeed I succeeded in signing into her email on 'chrome' on the smartphone.

Any help would be greatly appreciated - thanks in anticipation

[gg30340]

Try using a different email app such as Bluemail to see if that sets up OK.

[prm1]

thanks @gg30340 I realise that I may need to do that ultimately if all else fails - though I can see no earthly reason why the app should not accept her login.  As I'll be the one showing her how to use the new phone I'd rather use what I'm familiar with.

[gg30340]

In my opinion and that of others, the BTMail app is not exactly the best email app and has "issues". There are many posts on this forum to back that up as against very few if any problems are reported regarding other email apps. 

It is of course your choice if you wish to stick with the BTMail app.

[prm1]

Thanks again - I'll revert to that solution for her should BT not be able to sort this out.

I had hoped a moderator on here might be able to help as @NeilO did with another thread back in May last year when he wrote:

"Thanks for trying that, it sounds like there could be a fault with your BT ID credentials. I'll send you a private message so you can get in touch with the moderation team and we'll be happy to help."

[StuartH]

Hi @prm1 

Thanks for posting, sounds strange the app isn't accepting the details.

I can have this investigated for you. I've sent you a private message asking for some details.

Cheers

Stuart

[prm1]

It's taken a while but this is now sorted.  It appears that a number of years ago, in the days of the indian helpdesk, a confusion  over a charity broadband account that "the beloved" was involved in led to her (or our) account being flagged as a business account.  This seemingly could have caused the issue.  Once the 'flag' had been corrected she still couldn't get signed in to the BT App and the suggestion was to alter passwords.  We weren't prepared to do this as this might have worsened the situation, I know that was unlikely but it wasn't a risk we wanted to take.

Solution was to create a new BT Email account for her and she can now use the app as intended with the new sign in (only).  This solution obviously won't suit everyone - but in her case she can still monitor her old & new email  via her web browser on the desktop and gradually only get mails to her mobile from sources she wants to.

A huge thanks to moderator @DavidM for his help in this matter.  For the record we both find the BT Email App satisfactory, and could see no reason to change to another App.  Besides which, earlier suggestions to change to Bluemail didn't work because whatever conflict was caused by the miss-set flag was blocking it's use.