External Account Authentication Failure

[raylaura]

Good Evening,

I have an email address with BT which I am unable to access.

The message I continuously receive is 'External Account Authentication Failure'

I've changed password, cleared cache etc, changed the server settings and still cant access it.  I have another email address with bt also that it was connected to and it is working fine.  

Has anyone experienced this?

Thanks 

[gg30340]

Are you a BT Broadband customer?

How are you trying to log into the email account, presumably it is with and email client/app if you have tried changing the server settings.

Have you tried accessing it with a web browser? If you have what happens when you try?

Does it show in your MyBT?

When did you last access the email account? If it has not been in the last 150 days it will have been deleted.

[raylaura]

Hi and thanks for your reply.

We're not with BT Broadband.

I've tried through the app initially and then tried on brower/webmail and still the same issue.  Switched browsers and cleared cache etc but that didnt work.

I have deleted it from the connected email account and tried to access it separately and checked the server settings and all seems ok with that.

It was last accessible and used on Tuesday so shouldnt be dormant.  

It doesnt show in mybt but the parent email it was connected to does and it was there prior to me removing it earlier.

Thanks

[gg30340 · Accepted solution]

If you are no longer a BT Broadband customer or paying for your email through a BT Premium email account your email account will have been downgraded to a BTMail Basic account which can not be used with an email client or email apps. It should however work with a web browser.

See link

https://www.bt.com/help/email/bt-email-products

If the account was downgraded it should still show in the MyBT of the broadband account that the email account was "made" from. It should show either as one of your email accounts or if it was "gifted" it would show that under the section of emails that you have given to friends and family.

See link about gifted emails etc.

Creating BT Email addresses | BT Help

If it has not been "gifted" and is no longer showing in your MyBT it sounds like it has been disassociated from your MyBT. If that is the case you will need to call BT 0330.1234.150 and ask for the email team. 

They should be able to re associate it but it will be as a BTMail Basic account and as mentioned above, it will not work with email clients or email apps.

Your other BT email accounts if not already "downgraded" to a BTMail Basic account will be at some point in the future.