Can’t access email as password doesn’t work and BTID doesn’t recognise email

[Jimmygolf24]

Had my email address for years and have always been able to access it on BT website, email platform, phone etc (and I am a BT now EE customer ) 4 days ago emails just stopped. Went to log in on BT website, locked out. Tried to change password, BTID not recognised and error code. Eventually managed to speak to someone in tech, apparently a report was raised and I would be contacted but nothing and of course it’s almost impossible to speak to anyone other than a bot. How can email access stop like that? The tech person I spoke to said it had not been compromised and it all looked ‘ok’ at their end. 

[Alex_H]

Hi @Jimmygolf24,

Thanks for visiting the BT Community 

I am not sure if this was the cause in this case but in case you were not aware, if you have setup 2FA on your BTID, your BTID and BTMail account passwords are now separate. 

So if you recently changed your BTID password then tried to login to your BTMail account with this new password, without also having changed the BTMail password separately that may have been an issue.

Are you still unable to reset your password via the BTMail forgot your details page? When was it the case was raised for your account? 

Alex

[Jimmygolf24 · Accepted solution]

Thanks I tried again getting through to tech and managed to speak to someone who was able to fix whatever it was at the bt end but it seemed to be an unexplained glitch. I’ve had the a/c a long time so that seemed to be some of the issue.