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HannahElspeth
Beginner

on ‎14-01-2026 10h19

591 Views
Message 1 of 2

Locked out of email: does not appear on account and security question is incorrect

I was locked out of my BT email account due to suspicious activity. I followed the steps to resecure my account, but the security question was not the question I had set and I was unable to do this. 

When I log in to my BT ID I don't have a section to manage emails- and if I use the 'Manage Email Address' link I just get the message 'Warning: Sorry, because of a technical error we're not able to continue at the moment. Please try again later.'

I'm essentially totally locked out. I contacted BT support on Sunday and they said they would look into it, but I was wondering if anyone had experienced this problem? I've had this email for a long time, and I'm not the main account holder (my email was 'gifted' to me years ago) but I when I pop on to the main account holder's BT ID centre it's not listed there either. I'm stuck!

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gg30340
Distinguished Sage
Distinguished Sage

on ‎14-01-2026 18h49

522 Views
Message 2 of 2

Re: Locked out of email: does not appear on account and security question is incorrect

Is the main account holder still a BT broadband customer?

When the email account was "gifted" to you did you set up your own BTID in order to manage the email account through your own MyBT and was the management page available and working?

When was the last time you could access the email account?

If you do have your own MyBT and BTID when was the last time you saw the email account in your MyBT?

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