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Message 1 of 6

Cannot send email - user name or password incorrect

I am getting an intermittent problem sending emails from my IPad. I get an error message that my user name or password is incorrect. I haven’t changed either. I tried deleting my email account and reloading it but this hasn’t made any difference. Sometimes I can send an email, sometimes i can’t. It’s a real pain. I tried contacting BT help but gave up as I was going round in circles. Has anyone else had this problem and how did you fix it?

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Message 2 of 6

Re: Cannot send email - user name or password incorrect

Are you presently a BT Broadband customer or are you paying for your email through a BT Premium email account?

You never said in your post so I have assumed that you are using the email app on your iPad if you were able to delete the email account and re add it. 

The best advice when your problem happens is to do nothing, especially do not change passwords or delete the account from your device as that can cause more problems than it solves.

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 hence the advice to do nothing. 

Did you try that and were you able to access your email account and send/receive emails?

If it is an intermittent it is most likely a BTMail server issue. 

Did you try turning your BT Hub off for half an hour?  When you turned it back on it would allow your connection to be issued with a new IP address and connected to a different email server. 

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Message 3 of 6

Re: Cannot send email - user name or password incorrect

Hi, thanks for your reply.
Yes, I am a BT broadband customer.
Yes, I can send emails via my laptop.
BTs own advice was to log in and out of email but i couldn’t work out how to do that without deleting account and reloading which is what I did.
Just tried resending an email and it worked.
I don’t often use my laptop so it’s not really a good solution.
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Message 4 of 6

Re: Cannot send email - user name or password incorrect

Checking using your a web browser, which presumably you have done on your laptop was just to ensure that there is nothing wrong with your email account. I was not suggesting that you always use a web browser or your laptop.

Did you try turning off your BT hub as I suggested?

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Message 5 of 6

Re: Cannot send email - user name or password incorrect

No I haven’t done that yet, however I have had the same problem when I am linked to wireless hotspots so I don’t think it’s my hub.

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Message 6 of 6

Re: Cannot send email - user name or password incorrect

Good morning @Karen212.

Welcome to the BT Community Forums 😊

I would definitely still recommend giving this a try just so we can rule it out as an option.

Just to confirm as well, is it just the standard iPhone email app you're using, or have you downloaded our dedicated app?

Peter