I can’t log in to the My BT app

The My BT app is available on your smartphone, iPad or tablet and makes it easy to manage your BT account. You can check your broadband, mobile, landline and TV usage on the go. You can download the My BT app on any Apple or Android device.

The My BT app is available on your smartphone, iPad or tablet and makes it easy to manage your BT account. You can check your broadband, mobile, landline and TV usage on the go.

To use it, you’ll need to have at least an active landline with BT.

The first time you log in you'll need a BT ID (a username - usually an email address and a password). We’ll then ask you to set up a four-digit PIN, so it’s easier for you to log in when you come back.

As long as you have your four digit PIN you can also log in with your Touch ID (Apple) or Android fingerprint.

Here are some common problems logging into the app:

You need a BT ID (username and password) to log in to the My BT app.

If you don’t have one, you can create one online. You’ll need your BT billing account number. You can find your BT account number in the top right corner of your bill. Your account number consists of two letters and eight numbers, for example, EA12345678.

If you can’t remember your account number, you can request a reminder >

Create a BT ID >

To log into the My BT app, you’ll need to know your BT ID (a username and password). Your username is usually an email address.

If you can’t remember your username, you can get a reminder online. You’ll need either your telephone number or email address and you also need to know the answer to your security question.

Be reminded of your BT ID username >

You would have created your password when you first created your BT ID. Use the Show password option to check the password you’re typing in is correct. Remember, it's case sensitive.

If you can’t remember your password, you can reset your password online. You’ll need to know the answer to your security question.

Forgotten your password >

To use the My BT app, you’ll need to have at least an active landline with BT. You can add an account to your BT ID online. You’ll need your account number, which you’ll find in the top right corner of your bill. To add an account, please visit www.btcom.ll-digital-sandbx1.bt.com/appaddaccount >

If you’re typing in the correct BT ID username and password and you still can’t log into the My BT app, try logging in on BT.com using a browser.

If you still can’t log in, please get in touch.

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