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Chrissy_G
Knowledge Specialist

on ‎12-05-2026 10h33

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Message 1 of 1

Not receiving your BT email PIN by text or email?

Sometimes we’ll send you a one‑time PIN to confirm it’s really you logging in.

If your PIN hasn’t arrived by SMS or email, it’s usually been filtered or blocked. Run through the checks below, they solve this for most customers.

On an iPhone

  1. Open the Messages app
  2. Tap Filters (if shown in the top left) and check:
  • Unknown Senders
  • Unread Messages
  • Junk Messages

To turn off message filtering, go to Settings > Apps > Messages > Unknown & Spam and turn off "Filter Unknown Senders"

Also check your blocked contacts

  • Go to Settings > Apps > Messages
  • Tap Blocked Contacts
  • Make sure BT numbers are not blocked

 

On an Android Phone

  1. Open the Messages app
  2. Tap the Profile icon (picture or initials) or the three‑dot menu
  3. Select Spam & Blocked

If you still can't find the message, click the Search Icon and tap Unread or Unknown.  You could also try searching for messages from BT.

 

On BT Webmail

Click your email address in the top right, then select Settings > Mail > Blocked Senders and ensure the following are not blocked:

  • bt.com
  • info.bt.com
  • no-reply@info.bt.com
     

     

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