btinternet.com email access issue

[Shilton24]

Hi all

I’m trying to access my btinternet email however am getting a message saying my account has been locked due to potentially being compromised. The page then asks me to reset my password however, in order to do so, I have to enter the PIN which BT will send…to my email account which is locked!

Can anyone offer any help as to how to get around this?

thanks

[gg30340]

In your MyBT profile there is an option to add a "recovery" email address and phone number to your account for instances such as this.

It might not allow you to add it now because your account is locked but could be worth a try.

Failing that you will need to call BT 0330.1234.150 and ask them to reset your password. They will require you to answer security questions and if the need to send you a PIN they should be able to either send the PIN to your house phone if you have one or it can be sent to your home address by snail mail.  

[Shilton24]

Hi, I was able to update my password for BT Mail, but it keeps locking me out due to 'suspicious activity', and I then have to re-set my password again.

However this keeps happening, and my account gets locked over and over again.

Can you please help to resolve this issue?

Thank you

[licquorice]

I suspect someone is mistyping a similar email address to yours and by entering their password rather than yours are causing multiple failed attempts to connect and thus the issue you are experiencing.

[Shilton24]

Thanks for your reply.
If this is the reason, is there not anything I can do to resolve this?
It's been happening for approx 2 months now and is quite frustrating.
Thank you