Is two-step authentication now mandatory? No option to switch it off.

[yorkley]

I have completed the questions but the page does not save.

I give up.

[Anonymous]

70 posts to answer a binary question..bizarre 

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@Kimberlinwrote:

You can literally find that information straight away just by typing Allison Kirby CEO BT email address in a search engine. There's even a Facebook page that someone posted on.

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It appears to present a faux one.

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If you think things can't get any worse, they can.

Passcodes are not 're-sent', instead new ones are generated and sent, which arrive (or not) at random and are unidentifiable resulting in multiple "wrong passcode" entered errors leading to "You've requested too many passcodes in a short time. You can try again after 20 minutes." This doesn't affect just the email account that one was trying to access but ALL accounts. Access to BT Webmail is TOTALLY suspended for the period.  This only takes something like 3 or 4 'wrong' entries.

Why to BT think that people have time to hang around, time to waste, nothing else to do? This is abysmal customer treatment.

Recent example: Just now I've had a case where no first passcode arrives, requesting a 're-send' seems to forward the missing one, rather than the newly generated one (because it fails as 'wrong'). Knowing that there is an issue, one waits... Waiting for the second one to arrive results in nothing, so one has to request yet another 're-send'... What's received in response again proves to be 'wrong' and no further passcodes arrive, so one has to request yet another 're-send'...   and ad infinitum. In such case, TOTAL failure is guanteed.

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I've just received two of the 'missing' passcode messages from BT from the events that occured around 1, 3/4 hours ago. Here's one:

" * some text missing * help to contact BT. Thanks. "  Sender -BT- 16:43:11 12-06-26

The second is the same, but timed at 16:30:35

Both are long after I was attempting to log-in, and long after I typed the post above at 16h04

[daveattavistock]

Have received a missive from BT by email on 1st July 2026

The header is "We've Upped Your Security"

The main body of the message is as follows:

"Your account is now protected by 2 factor authentication."

"This means each time you log in, we'll send you a verification code to your mobile or email."

"Didn't ask for this? You could be at risk. Please contact us."

"Thanks,"

"BT Customer Support"

It therefore states quite clearly that receiving a verification code to an email address is a valid option….” we'll send you a verification code to your mobile or email.”

Alternatively, if you do not have a mobile phone you can enter your landline number instead. 

The system will then send you a verification number text which the BT system will convert to speech for you.

[Ali_A]

HI @daveattavistock 

The codes are sent to phone number and email. 

You can find out more at About two-factor authentication. 

Ali 

[daveattavistock]

That used to be the case but BT have now  removed those options.

If you now go into 'Your Details' ,  '2 factor Authentication' and then 'Edit' you only have the option of changing the destination phone number (which BT implies can only be a mobile number)

BT has assumed that everyone has a mobile phone... which is not the case...and Ofcom might regard that stance as discrimination.

Many other online entities send the verification code to an email address...so why can't BT ?

[gg30340]

You should already have done this when you set up your MyBT.

Obviously a PIN can not be sent to the email address you are trying to logon to because you can not logon to receive it and unless you have completed the following BT would have no idea where to send the PIN.

Logon to your MyBT and complete the "Your Details" > "Personal Details" then go to the "Contact Details" and enter the recovery details making sure that you use a different email address from the the email account you are using and also enter you mobile number if you have one.

When you now log on you should be sent a PIN to those details.

[Ali_A]

@daveattavistock 

Can you log into your MYBT account online (rather than the app) to amend the settings? 

If you click on Your Details, then Profile. 
Followed by Edit Two-Step Authentication settings, and then Your Passcode Settings. 
Finally select Change Where we send your passcodes, you should then be able to amend the email address where the codes are sent. 

Ali