Suspended Email account re-instatement

[DavidHJones]

Hi,

My wife received an email suspension notification yesterday because of suspicious activity, however we seem to have got ourselves into a cyclical issue when trying to get it re-instated. The verification process only has her email address as a point of contact and is trying to send a four digit code to the suspended account. 

I seem to recall that I set this account up initially (many years ago) from our "household" account - but when I log onto that I only see that email and one of mine with no reference to my wife's email account.

Anyone have any bright ideas as to how we sort this? - the 0800 and 0330 phone numbers are of no use whatsoever as there are no obvious options unless it is a physical line/broadband or billing issue?

Thanks in advance..... 

[gg30340 · Accepted solution]

When you set up your wife's email account did you "gift" it to her and did she "accept" the email account and set up her own BTID?

See link

https://www.bt.com/help/email/manage-email-account/account-set-up/how-do-i-create-and-activate-a-new...

If you did do this she should be able to log onto her own MyBT using her BTID and manage the account from there. She can also add a recovery email address/mobile number in her profile so that the PIN gets sent to that.

If you did not do the above you will need to call BT Billing 0330.1234.150 and ask them to reset the password. They will ask security questions which will be your security answers and if they are correct the should reset the password. If there is any problem doing that they should be able to send a PIN to the BT Broadband account holders address.