How to gift sub email addresses that are not listed in main account

[PeteHr]

Hi I have several sub-account email addresses under my main account. Some of them were created for family members several years ago and are still in use. I've gifted some of them to the relevant family members, but the remaining ones I want to gift are not listed as being active (despite still being used all the time) and as such I can't gift them.  I can't see these email addresses anywhere !

Any ideas why some of these email addresses are missing from my active list and as such how I can gift them ?

Many thanks in advance,

Peter

[Peter_W]

Good morning @PeteHr.

Thanks for reaching out to us here on the BT Community!
Just to double check, are you still a BT customer for your broadband, or have you recently switched to another provider?
Customers get up to 11 email addresses with standard mail, but if you switch and don't opt for a premium subscription, it's only the one you're able to access.

Peter

[PeteHr]

Hi, thanks for your reply !
Yes I am still using BT Broadband so have their standard mail...

[Peter_W]

Thanks @PeteHr, if you go into My BT and select 'Manage Email', is it giving you all of the relevant options here?

We also have a help page with more details about managing the email addresses set up on your account here:

Creating BT Email addresses? | BT Help

Peter

[PeteHr]

Hi, yes I can see all the relevent options, including the addresses I have already gifted. I just can't see the actual email addresses I want to gift (but they are working just fine).
I've not seen anything in the BT Help pages that is relevent.....

Thanks again !

[Peter_W]

Cheers @PeteHr, so are these addresses that you've already created and want to gift to new people, or do you have some of your 11 left to gift?

You should just be able to select the option to send an activation email to the recipient so they can set this up within 30 days.
Peter

[PeteHr]

Hi, the email addresses in question were created a long time ago, probably more than 10 years, and are still in regular use by the family members I created them for. I do have some of my 11 left but creating new ones and gifting them won't help as that would entail changing their email address everywhere....

With hindsight I should never have created them like this, and got them to create addresses with MS or google or whatever.

But at least if I can gift them, then they will have full control over them rather than them being tied to my account.
Thanks !, Peter

[gg30340]

I presume you have checked in your MyBT > Your Products > Email,manage and they are not showing there?

Are the accounts that you have gifted showing there and are they showing as gifted?

Have you at anytime since setting up all the email accounts changed your BTID?

How many email addresses does your MyBT show in terms of numbers show as being used?

How many show as gifted and how many show as yours?

For information although you gift an account and you no longer manage it, it is still "tied" to your account counting as one of your eleven  and can be deleted by you and should you leave BT it will be downgraded to a BTMail Basic account.

[PeteHr]

Thanks for the reply. Please see my answers inline....

>>I presume you have checked in your MyBT > Your Products > Email,manage and they are not showing there?

Yes, thats the exact problem

>>Are the accounts that you have gifted showing there and are they showing as gifted?

Yes

>>Have you at anytime since setting up all the email accounts changed your BTID?  

No.  However, I did leave BT for a few years a long time ago but during that period I paid for Premium Mail. I think the addresses in question may have been created before this period of absense but it was so long ago I can't be sure. Could this be relevent ?

>>How many email addresses does your MyBT show in terms of numbers show as being used?

It shows I have used 6 of my 11 email addresses.

>>How many show as gifted and how many show as yours?

It shows 2 as gifted (which is correct) and 4 in the active list (which is incorrect as the addresses in question are not listed, so the active list should be 6)

>> For information although you gift an account and you no longer manage it, it is still "tied" to your    >>account counting as one of your eleven  and can be deleted by you and should you leave BT it will be downgraded >>to a BTMail Basic account.

Yes I understand that

Thanks for the help !

Peter

[gg30340]

I suspect that the missing accounts have become detached from your BT Broaband account at some point when you left BT and later rejoined.

I think that you will nèed to contact the BT email team on 0330.1234.150 and explain to them what has happend. 

They should be able to "re attach" them to the BT Broadband account that you now have.

It should be a simple process but let the users of the accounts know what is happening and suggest that they backup or print any important emails per chance something goes wrong when BT start tinkering with their account.