Unable to sign into my BT email account

[NeedAssistance]

Hi everyone,

I am unable to sign into my BT email account, although I can still access the service through my iPhone 13. 

I have consistently been able to use my BT email account for the last 15 years with no problems and have only just had issues with it unfortunately. Despite typing in the password correctly (or at least I think it is correct) I have not been able to sign in. 

I have gone through the forgotten password service and I again still cannot access my account. I type in the correct details (I am sure this is the case as I have reset my password beforehand and I still cannot do so). 

I really don't know what to do at this point. 

Any advice? 

[imjolly]

are you currently a BT broadband customer or if not do you pay BT for premium mail?  if neither then you may only ne able to access your email using web mail via a browser

[Cliff]

about 2 weeks ago i started having issues logging in th my email acc.Not the same as your problem but maybe  the solution i happened on might help you.My problem was that it was taking me a long time to get in,i'd get 4 of the capture things then a code sent to my phone & id get in ,took forever.I then remembered that people  where having problems just getting in,like you , there was some issue with the use of VPN,so i paused mine & everything changed & now i pause  my vpn & i get in  as normal.So if you use a VPN ,try pausing it  & see if it helps.

[NeedAssistance]

I have never used a VPN when logging into my email but thanks anyway

[NeedAssistance]

I don’t use the premium service.

I can access via the Mail app on my phone but not on the browser as I am unable to reset my password or enter my password correctly.

This is the point that I am making.

Thank you.

[imjolly]

are you a BT broadband customer

[NeedAssistance]

Personally I am not however my parents are

[NeedAssistance]

I was able to log in via the web browser on my phone (Firefox Focus) but I still cannot log into my emails via my laptop and my web browser (Google Chrome)

[gg30340]

---

@NeedAssistance wrote:

Personally I am not however my parents are

---

Was your email account set up from your parent's current BT Broadband account?

If it was, is it still managed by your parent or was it "gifted" to you and you manage it through your own MyBT with your own BTID?

See link if you are not sure.

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

You have said that you managed to log into your email account on your phone using both an email app and using the Firefox Focus web browser. When using the browser did you manually enter the password or was it entered automatically by the browser?

Have you tried clearing the history and cookies from your Chrome browser on your laptop?

When you try to log on using Chrome are you entering your email address and password manually and are you sure you are using the same details as you did when you used Firefox on your phone?

[NeedAssistance · Accepted solution]

Hi, 

I was able to sign in today which I was very relived about. I think I didn't know what the password was but I have remembered it now!

It might be managed by a parent although I am not sure, will try to investigate later