Email sending but not receiving on iPad

[HelpingMum]

Thank you for all your help.  Just to confirm, I've checked on my Dad's BT ID and it's Standard, with my Mum's address listed.  I'll work on resetting the password but that may have to wait I few days until I next visit, as I'm not sure if I can talk her through it on the phone.  Thanks again and I will update after changing the password.

[HelpingMum]

Update and it's not positive.  I've been unsuccessful trying to change the password.  I can login to webmail and then select the Change Password button.  When I enter the current password, I'm told it's incorrect, despite the fact that I used the password to login to webmail in the first place!  And yes, I did it a few times carefully, so I'm confident there were no typos.  

I selected Forgotten Password, but this wants to take me to BT ID, which we don't have for this "child account".

I logged in to the account holder's BT ID to see if I could change the password there but received the same response.

I tried to add my Mum's email address to the BT ID but received the same response regarding the password being incorrect.

But I can still get in to webmail and the Thunderbird client can still access the email on the Windows PC.

Where do we go from here?  I need to change the email password but I can't.  Thank you

[gg30340]

If the email account was set up and never gifted then the person who was the BT Broadband account holder, in this case your father should still have the email account in their MyBT, which you have confirmed he has,  so you should be able to change the password from there.

If you can see the account in the list go to "See Options" and click on it. When there select "Change Password". If it throws up an error, try it again. If it does eventually open it will give you an new page where you change the password.

If you are asked security questions it is the answers that the broadband account holder, your father, gave when setting up the account.  

If that does not work you will need to call BT 0330.1234.150 and ask for the email team and explain the problem to them.