Sub account password reset

[homealone]

I have 5 BT  email addresses setup, one of which I set up for my sister. Her laptop packed up and she can't remember the password for her email address so I can't setup her email on her new chromebook.

I log into MYbt, then click email where I see all my email addresses. I click on Manage email and options appear beside each email one of which is change password. If I click on that it asks me for the current password which we don't know. I then follow the instructions for lost password which involves getting a code to my mobile. After doing all this you find that the password it has changed is not the one for that email address, but the login to Mybt!

I have seen several posts with similar issues but the answers just say to do what I'm already doing or just don't make any sense at all. Has anyone out there actually managed to change a password for a single email address and if so how?

[StuartH]

Hi @homealone 

Thanks for posting have you tried the password reset journey for your Daughter's email using the email login page directly instead of in the manage email section?

If you go to the login for webmail http://email.bt.com and click the forgotten your login details you will follow a similar journey to what you have described in your post but it should only change the email address for them email you have entered.

Let me know if this works.

THanks

Stuart

[homealone]

Hi Stuart, This is exactly what I have done and it doesn't work. As you have forgotten the password, the link that you follow beside the email address you are trying to fix changes your MYBT password, not the email password. I've done it that many times I've now run out of passwords to use as you can't use a password that you've already used.

[StuartH]

Hi @homealone 

If you go to Email Login Page  click forgotten login details it should ask you for the email then it will offer a pin.

You shouldn't see a link next to the email, that would suggest you're be in the manage email section of MyBT.

This should bypass changing your MyBT password.

Can you try one more time for me just to see if the link above can help?

Cheers

Stuart

[homealone]

Hi Stuart, just tried your link, entered the email address with the forgotten password, clicked forgotten password followed the link and again it has changed my MYbt password not the email address password.

[StuartH]

Hi @homealone 

Thanks for trying that with the link I provided.

Definitely seems like something is going wrong. I've sent you a private message asking for some more details so we can raise an investigation on your behalf to help get this password reset correctly.

Thanks

Stuart

[homealone · Accepted solution]

Hi Stuart, I have got to the cause of the problem.

When you click the link it asks you for your BT ID or email address. I was entering my BT ID  when I should have been entering the email address I wanted to fix. The wording on this link needs changed to "enter the address with the lost password" and should not mention your BT ID.  I now have fixed the password.

[StuartH]

Hi @homealone 

Brilliant, good to hear you got this sorted, thanks for updating the thread.

Cheers

Stuart