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Beginner
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Message 1 of 11

Unable to access bt email on iphone

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Having reset my btinternet email password for security reasons I have been unable to access my email from my iphone. I have tried deleting the account from my phone then adding it again (under "other" as per instructions). All input details, including password, are correct but I still get the message that username or password are incorrect and hence it cannot be set up. I can access my email via the web. Help!! BT Support have been useless and keep telling me it's not their fault. Apple support have been more helpful but tell me it's a BT issue.

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Distinguished Sage
Distinguished Sage
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Message 2 of 11

Re: Unable to access bt email on iphone

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The first thing to do when it happens is check to see if you can log on to your email account via a web browser. If you can there is obviously nothing wrong with your password or account.

In your case where you have deleted the email account from your device you should stop your iPhone and any other devices from checking for email. The easiest way of doing that is to turn them off.

Once you have done that, change your email password again and check that you can access your email via webmail (on a browser).

If that works you should wait at least an hour and then add the new password to your iPhone and again check it works. If it does then move onto the next device if you have one.

If the above does not resolve the problem, when you change your BT password on an iPhone/iPad/Apple device it may only change for INCOMING mail.

To change the outgoing mail password you have to go into Settings; then scroll down to Passwords & Accounts or on older devices Mail, Contacts, Calendars. From there select the BT email account and select the account where it is listed under IMAP.

You will find the details for the account and can change the password for the Incoming server there, the outgoing mail server only shows SMTP and mail.btinternet.com You have to tap on that Primary Server in order to find where the Outgoing password is hidden so you can update it.

When setting up the email account on your device you are best to set it up manually, using "other" and ensure that you are using the correct settings as per this link.

https://www.bt.com/help/email/manage-email-account/manual-settings/what-are-the-settings-for-outgoin...

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Beginner
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Message 3 of 11

Re: Unable to access bt email on iphone

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Hi Distinguished Sage,
thank you for the advice. I've tried everything (except resetting my password with my phone off) several times since it started going wrong, and all the details seem to be correct but it still doesn't work. Can you tell me why changing my password again might work please - I'm a little reluctant to do this as I am now at the stage of having to write down the very complex passwords required for every site I interact with : (
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Distinguished Sage
Distinguished Sage
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Message 4 of 11

Re: Unable to access bt email on iphone

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Because the password is changed on the webmail systems and doesn't always get propogated to the mail servers. Changing the password again kicks of the process again and hopefully propogates.

It is also essential to switch your phone off whilst doing so to prevent multiple attempts at access with the wrong password and getting locked out.

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Beginner
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Message 5 of 11

Re: Unable to access bt email on iphone

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Distinguished Sage you deserve your title!! Tried changing password with phone off and left it a couple of hours before adding my email account again and hey presto it worked! Many thanks.

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Beginner
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Message 6 of 11

Re: Unable to access bt email on iphone

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Hi again! Having thought all was right in the world of my bt email I have just realised it automatically set up on my iphone as POP - which is not good. Do you know if it canbe changed to IMAP (as it was before I had to change my password)? Sorry to be such a numpty.
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Distinguished Sage
Distinguished Sage
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Message 7 of 11

Re: Unable to access bt email on iphone

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You can't change it on the fly unfortunately, you will have to delete the account and set it up again.

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Beginner
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Message 8 of 11

Re: Unable to access bt email on iphone

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I had a horrible feeling that was going to be your answer : (
Thank you, I'll give it a go.
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Distinguished Sage
Distinguished Sage
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Message 9 of 11

Re: Unable to access bt email on iphone

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Turn off any other devices that you have that could be checking for email while you are setting up the account on your phone.

Beginner
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Message 10 of 11

Re: Unable to access bt email on iphone

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Hallelujah! Problem solved - email now on as IMAP 👍. Many thanks.

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