Frequently asked questions

What personal details and account number should I use?

You should have recently received a letter addressed to a trial name with all the details. For example, if your name is Joe Bloggs, you’ll have received a letter addressed to BTIDJoe TrialBloggs.


What’s new on My BT?

There are lots of changes bringing together advisor and customer journeys. There’s also new information we’re adding to the 'Your profile’ and ‘Your account’ pages.


What if I've forgotten my password?

Go to and click Forgotten password?


Enter your BT ID username (email address) and click Next 


Choose whether you want a PIN sent to your email or mobile phone. 


Once you receive it, type in the PIN then click Next. 


Enter your new password twice and then hit Continue

You'll see a message confirming that your password has been changed. Then, click Log into your account

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