Impossible to 'verify' account

[Pamelacf]

I have several BT email addresses which I have had for years without any issues regarding access.  

Now I am constantly asked to verify my identity by having a text sent to another of the email addresses, which involves juggling email accounts to find code on one and enter on another.  Although annoying, the system usually works.  However today, I get as far as posting the code and the site says it can't verify it at the moment, and try again later.  I have tried and tried, left a gap, then tried again, only to receive the same message.

Sending a code to my phone would be better, but the site has my old number and I don't know how to change it, so advice on that would be helpful too.

[gg30340 · Accepted solution]

Log onto your MyBT and then go to Your Details then in Your Profile scroll down to Two Step Authentication the click on Edit Two Step Authentication. Your phone number should be shown. Click on Edit and enter the number you want and then click Confirm.

If the Two Step Authentication is not showing there it will have been set up on the main MyBT account which is normally the person who is the Broadband account holder. 

[Pamelacf]

Thank you. I will try this. 

[gwenandmike]

I can't find TWO Step Authentication and it just keeps asking for my mobile (which it already has) and this is where the problem is as codes are not coming through to my mobile (EE) . 

I have spoken to EE two months ago and they said it was BT problem.  Somehow I actually got to speak to a person , explained and they said yes, there is still a problem tying up BT with EE.  Keep trying.!!!!

Here I am trying since May every month. 

Hoping there is someone sane out in the community please

[Lesley_W]

Hi @gwenandmike 

Welcome to our community. 

I'm sorry you have been having trouble with this. What did the team say the next steps were when you last spoke to them?

Lesley