“Verify your identity” on webmail

[Eurosceptic]

Hi

We only have basic email account with BT. Don’t pay for any other service. Faced with above message today when accessing email and don’t seem to be able to get around it. Think this may be down to (inadvertently) having vpn on?

Followed links to reset on webpage. Code sent to phone and able to log into My BT using original credentials. However, still get “verify identity” when selecting email option. Happy to ring BT if required. 

Your wisdom would be much appreciated.

Once (if) I can access email, I’m going to advise contacts to use my gmail account.

Thanks

[gg30340]

You may have Two Factor Authentication turned on and it is possibly being triggered by your VPN. 

https://www.bt.com/help/security/two-step-authentication/

Try turning your VPN off to see if that is causing the problem or turn 2FA off to see if you can then log on.

[Eurosceptic]

Thanks. Should have said I switched vpn off yesterday. I tried to sign into account to see if 2FA set up, but hit by the verify identity message again. Earlier this afternoon I went through security options, and a code was sent to my phone. This allowed me to log in without changing credentials. 

Like worst combination of vicious circle and Groundhog Day imaginable.

[Eurosceptic]

Update.

Updated password. This enabled access to the screen with 2FA settings. Switched those off and was then able to access email.

What a palaver.

[Eurosceptic]

Not solved. Having had access to the account for a few hours, now had text advising 

Hello, BT here. It looks like someone tried to access your … email account without your permission. But don't worry, we've locked your account to protect it. That means, for now, you won't be able to access it. Please go to bt.com/secure for help to get back into your account. Thanks.

No such unauthorised action has taken place. Furthermore, the link to “getting back in” includes resetting password. I did that earlier to enable access to the email account. I’m beginning to think we’re cursed. 

I know this site isn’t managed by BT, but I can see mods can pick up and escalate.

B v grateful if this can happen in our case.

Thanks again .

[Eurosceptic]

Followed the link and reset password (again) . My fear is that the v action recommended to secure the account is also seen as a red flag by the system. Confidently expecting another “you’ve been locked out to protect you” message.

[Peter_W]

Thanks for giving that another try for us @Eurosceptic.

Please let us know how you get on since trying the reset, and if you see this error again we can get this investigated for you further.

Peter

[Eurosceptic]

Thanks Peter

Seems to be ok now. Have also moved key business and family contacts to our Gmail account.

Take care 

[Peter_W · Accepted solution]

Thanks for the update there @Eurosceptic.

Fingers crossed you'll be good to go from here, but please feel free to reach out again if you notice further issues.

Peter