Problem with login when using a password manager

[iggyb]

I have been using a password manager which pastes the username and password into the login page. This has been working for many years. This morning when I pasted my username into the login page it turned red and had the message Enter a valid email address. I then tried the MyBT login with the same result. I was worried my BT account had been closed. Assisted by a BT support person we managed to discover that if you keyed the address in manually after the last character the colour and message disappeared. It actually turns out the the message is false and if you continue to enter your password everything works OK.

[WSH]

Yes, I've seen this happen before on other sites.

Did you accidentally enter a space at the start or the end by any chance?  I've also seen systems that will block a paste in case it is a bot password spraying.

[iggyb]

Hi

No spaces. It appears that they are doing a keystroke by keystroke analysis which cannot cope with a paste operation.

When I click Next to enter the password it clears the message.

When I first saw this on email and then got the same on MyBT login I thought that my BT account had been closed.

My worry was that I was one of those BT customers switched to EE when this was the policy. My BT account is shown as inactive and I worry that at some point someone in BT will close it and I will lose my main email account that I have had since I got BT Broadband 20 years ago.

[Debbie_G]

Hi @iggyb.

Thanks for clarifying this. I understand why seeing your account marked as inactive would be concerning, especially when you've had your email address for so many years.

The login message you're seeing appears to be separate from your account status, as you've confirmed you're still able to continue and access your account.

If you have any concerns about your email account, our customer support team will be able to confirm your account status and advise if there’s anything you need to do.

Debbie