Before you start recovery make sure you've run a full system scan on each of the devices you use for email access. It’s important to do this before updating your password to avoid your new password being taken.If you're a BT Broadband customer log-in to 'My BT' to download BT Virus Protect....
Before you start recovery make sure you've run a full system scan on each of the devices you use to access your email. It's important to do this before updating your password to avoid your new password being taken.
- If you're a BT Broadband customer, log in to My BT to download BT Virus Protect >
- If you're not a BT Broadband customer, we recommend downloading one of these free anti-virus software packages: McAfee Stinger for PC or Sophos Antivirus for Mac >
Once you’ve run a full system scan, go back to log in and follow the advice to change your password. Remember to choose a strong password and update all the devices you use to access your email with the new password.
It’s possible that some of your contacts may have been deleted or you don’t recognise some added to your account. It’s very important to check through them and delete any you don’t recognise.
- From the Contacts tab, check each of your contacts folders to make sure that no new contacts have been added. Delete any you don't recognise
- Next, check the Contacts Trash folder for any that may have been deleted. Drag and drop any you wish to keep back into your main Contacts folder. Deleted contacts will remain in the Trash folder for 30 days
It’s very important that you check that no new sub-accounts have been created and that none have been deleted. Often, new accounts are created and then used to send spam or phishing emails to your contacts.
To check whether new email addresses have been added to your account, you’ll need a BT ID. Your BT ID needs to have your email address linked to it.
Once you have a BTID and have linked your email to it:
- Log in to My BT with your BT ID username and new password
- Scroll down the page and select Broadband and then See your broadband extras
- Page down to BT Email and select the link from the right-hand side to Manage BT Email
- Delete any email addresses you don't recognise
It's possible that after your account has been illegally accessed, mail forwarding has been set up so that any emails sent to your inbox are automatically forwarded to another address.
- Select the Settings icon from the toolbar
- Now select the Mail option from the left menu
- From the drop-down menu that appears, select Auto forward
- To cancel any auto-forwarding rule that has been illicitly set, simply un-tick the option to "Switch in auto forward for all incoming emails", remove the destination email address, and click Save
- Next, you need to check that a reply to email address hasn't been illicitly set up. To do this, click on the Accounts link from the left menu
- If there are any you don't recognise, click Delete, then confirm
An alternative email address can help you reset your password. To keep your account secure you need to check that any alternative email addresses associated with your account are correct.
- From the Settings tab, select Mail and then the Accounts link from the left menu
- Delete any email addresses listed that you don't recognise, confirm deletion and Save
Finally you need to change the answer to your personal security question and this is something we strongly recommend you do regularly.
To do this, you’ll need to log into MyBT with your BT ID.
- Once logged in, select the Settings link from the top left
- Scroll down and click on the link to Edit your security question and answer
- Click on the drop-down menu and select a new security question from the list available and then type in your answer. You'll be asked to confirm your existing security answer and then remember to save your changes