Cannot log in to email

[kiloran34]

I have 3 btinternet  email IDs and cannot log in to any of them today using a web browser (chrome, edge and firefox on 2 laptops). It says my email address or password are incorrect. I reset the password for one account (so I know the email address was correct) but I still cannot log in

Any ideas?

[kiloran34]

I forgot to add that I am able to log in using Thunderbird

[gg30340]

It could just be a BTMail server problem, particularly if it is happening on more than one account. I would advise to do nothing, especially changing passwords as that can cause more problems than it solves. If it does not resolve its self in a day or so post back to see if further assistance can be offered. 

[SharonG1]

I have had this problem for a few weeks now and found that the only way to log in is to clear all browsing history, etc., which is a pain but it does seem to work.  Have also found that, if I am not working on an email, I am logged out without any intervention from me.

[Chris__S]

Hi @SharonG1 

Thank you for sharing your experience.

Have you tried using a different browser too? 

I'd recommend performing an update on your device, then check if you're still having the same issue.

Chris S

[kiloran34]

Yes I've tried Chrome, Edge and Firefox, on a Windows 11 laptop and a Windows 10 laptop, both with up-to-date software. Haven't yet got around to trying it on Linux. I found the problem yesterday, and the same problem exists today.

Same issue exists with logging in to MyBT

[Chris__S]

Thanks for letting me know @kiloran34  Do you have any other login details that you may have used to set up the account?

Have you been able to log in to your account in the past?

Chris S

[kiloran34]

I'm not sure what you mean by "other login details". I set up the account at least 20 years ago, and has been used on a reasonably regular basis. Not my main email account, but i use it at least every 90 days to ensure  it remains active.

Anyway, it was still having problems this morning, but is now working again this afternoon. so I guess the matter is now closed.

[SharonG1]

Hi Chris

I have tried a different browser (Edge) but have the same problem.  My desktop is completely up to date - we recently upgraded to Windows 11 from Windows 10; the issue started when we were on 10 and has continued on 11, so not a problem with the device.  Given the number of people who are experiencing this, and on different browsers, I wonder whether or not it is a BT issue.

[Peter_W]

Thanks for giving that a try for us @SharonG1.

You mentioned earlier that clearing your history can temporarily fix this - how long will it take for things to revert?

Also are you fully clearing  all of your cookies and cache?

Peter