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My Account FAQs

Contact Service desk

I want to know more

What can I do with My Account?
Can I see a demonstration?
How do I apply for access?
What does it cost?
What do I need to use My Account?
Within My Account, what is Customer Zone used for?

Question
What can I do with My Account?

Answer
My Account is our online eService portal that covers many of BT's global products and services. If you would like to know more, in the first instance please go to the My Account overview section, or contact your BT Account Manager.

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Question
Can I see a demonstration?

Answer
Yes, we would be happy to provide a demo. It's probably quickest in the first place to discuss this with your BT Account Manager who can arrange one for you. Alternatively please complete the feedback form and a member of the Online team will agree a demonstration with your account team and yourself.

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Question
How do I apply for access?

Answer
Please contact your BT Account Manager, to discuss and arrange your access requirements. There are many tools available within My Account and we need to ensure you have the correct ones for your service, your BT Account Manager can help in defining what you need.

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Question
What does it cost?

Answer
My Account is a free service for BT customers. We do not make a charge for provision or use of the service. Obviously what you can access in My Account depends on which products and services you have bought from BT.

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Question
What do I need to use My Account?

Answer
We try to make sure that we can support users on the widest range of popular browsers and technologies, but to obtain the maximum benefit from My Account we recommend using a browser listed below. We test our developments against these browsers. Although My Account can still be accessed using other browsers the experience may be degraded.

  • Internet Explorer(Latest version plus last 3 versions)
  • Chrome(Latest Version)
  • Firefox/Mozilla (Latest Version)

To make the user experience a little better we are making wider use of technologies which help us design better web pages which are easier to navigate. This means that in addition to the above browser support there are other technologies which should be enabled on your PC for certain elements of the service, such as JavaScript.

If you have a problem with JavaScript or any supported browser then please get in touch.

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Question
Within My Account, what is Customer Zone used for?

Answer
Customer Zone is where you can place and track non-managed orders for UK installations for a wide range of BT products, including simple PSTN phone lines, Featurelines, Broadband &  ISDN lines and selected Private Circuits. For more information please see the Customer Zone section.

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Problems with My Account

I've forgotten my username
I've forgotten my password
I've forgotten my PIN
I've been locked out for 30 minutes
My username and password are not recognised
Something is not working, what should I do?
Pages respond slowly
I'm getting error messages


Question
I've forgotten my username

Answer
You can get a reminder of your Username yourself. Please follow these instructions:

1) On the login page, click the link "Forgot username".
2) On the next page submit your name and email address, and if you can remember it, your password.
3) Tick the box if you cannot remember your password.

Your Username will be emailed to you at the address your originally registered at.

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Question
I've forgotten my password

Answer
This can be reset from the Login page. Please follow these instructions:

1) On the login page, click the link "Forgot password".
2) On the following page submit your username and email address
3) Then on the following page submit your security answer.

You will be emailed a temporary password, which will enable you to log in and change it to a new password of your choice.

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Question
I've forgotten my PIN

Answer
This is something you can sort out yourself using our automated PIN reset. After providing your Username and Password on the login screen you will be taken to the PIN page. On the PIN page, click the link "Forgotten your PIN?". On the following page submit your security answer. You will be emailed a new PIN to the email account your registered with.

Did you know that you can also change your PIN at any time in the My Profile section of My Account?

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Question
I've been locked out for 30 minutes

Answer
This is a security measure and it has occured because repeated attempts to access your account have happened using incorrect details. The system will block your username for 30 minutes after repeated attempts to log in using an incorrect password. After 30 minutes you will be allowed another attempt to log in; or you may opt to receive a reminder of your username, or to reset your password, by using the links provided. See the FAQs above for advice on Username reminders, Password and PIN resets.

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Question
My username and password are not recognised

Answer
If you have forgotten your username or password, please use the links provided to receive a reminder of your username or a password reset. See the above FAQs to get more advice on how to reset login details.

If you are certain the details you entered were correct it may be that your user account has expired due to inactivity. This would happen after 180 days of inactivity, however before expiring your account BT will send you several email reminders asking you to log in to retain your account. If you have not logged in for 180 days or more please contact your BT representative to have your account reactivated, where possible, or a new account created.

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Question
Something is not working, what should I do?

Answer
All IT systems have problems. We aim to deliver a system with as few as possible but if you do get a problem this is what we recommend. Close down your browser and clear your internet cache, then try again. If your problem persists but is not urgent you can use the 'Contact Us' link on the right hand side to send a message to the My Account Helpdesk, or if the issue is directly impacting your work and needs urgent attention then please call the helpdesk on +44 (0)203 564 5309.

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Question
Pages respond slowly

Answer
Access to the My Account service is across the internet and speed can be impacted by a number of factors - your PC, local networks, internet connections and the internet itself plus our own networks and servers.

At BT we work hard to ensure that our systems and website work to the best of their ability providing you with the best possible service, but at times there are things we can not control and this can sometimes cause the slow loading of pages. All our new My Account pages have loading indicators on them so even when the internet is slow you can still see that My Account is loading up your applications. If you have any specific issues about performance or speed please complete the Feedback form by clicking on the 'Feedback' link on the right hand side.

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Question
I'm getting error messages

Answer
Sometimes we have problems with our service which can cause you to see error messages. If you experience this then we ask that you raise a case with our My Account Helpdesk. If your problem is not urgent you can use the 'Contact Us' link on the right hand side to send a message to the My Account Helpdesk, or if the issue is directly impacting your work and needs urgent attention then please call the helpdesk on +44 (0)203 564 5309.

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General information

How secure is My Account?
How does My Account use cookies?
What is the Privacy policy?
What happens if I don't use my access?
Why do I need a PIN?
What is the security question for?
I need further assistance
As My Account support is only available in English, what do I do if I do not speak or read English?
Why do I get a warning message about my browser?

Question
How secure is My Account?

Answer
At BT we are serious about guarding the security of your personal data. We take all appropriate measures to protect any data you give us or that is generated for a transaction. These measures include the use of a secure server and encryption when necessary.

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Question
How does My Account use cookies?

Answer
Please click here to see BT's policy on privacy and cookies.

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Question
What is the privacy policy?

Answer
Please click here see BT's policy on privacy and cookies at

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Question
What happens if I don't use my access?

Answer
Among the security measures we take to protect your personal and company data we operate two types of access restriction. Login sessions are limited to 30 minutes of inactivity. Shortly before session expiry we provide a pop-up to remind you. If you do not use your access for 120 days we will suspend it, so that at your next login you can reactivate it by confirming an additional security detail, which you will have provided to us when you first used My Account. After 180 days of inactivity we will delete your access altogether. A few days before we suspend or delete your access we will send you an email to remind you to log in to keep your access.

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Question
Why do I need a PIN?

Answer
You will be prompted to create a 6-digit PIN the first time you log in. For each subsequent log-in you will need to enter your username and password followed by your chosen PIN. You can change your PIN at any time when you are logged in.

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Question
What is the security question for?

Answer
This is an extra security detail for any time you forget your username or password. You will be prompted to select one from a range of security questions and record your answer the first time you log in. You can change these details at any time when you are logged in.

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Question
I need further assistance

Answer
We are always happy to help and want to build a portal in My Account that delivers the best for our customers. So we are listening. If you have any ideas, want to discuss issues or just have a general question, please get in touch, you can use the 'Feedback' link on the right. We review these items on a regular basis and will always come back to you with an update.

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Question
As My Account support is only available in English what do I do if I do not speak or read English?

Answer
Please contact your Account Manager or Service representative.

If you do have a problem with a live account and if none of the above FAQs can help you and you have tried the self service refresh journeys then our helpdesk is here to help. If your problem is not urgent you can use the 'Contact Us' link on the right hand side to send a contact to the My Account helpdesk, or if the issue is directly impacting your work and needs urgent attention then please call the helpdesk on +44 (0)203 564 5309.

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Question
Why do I get a warning message about my browser?

Answer
At BT we take pride in the service we offer and we want you to experience My Account to the best of your ability.  Sometimes older browsers cause some functions to not work properly or at all in some extreme cases.  That’s why we advise you that the browser you are using is not one we have tested against.  We always recommend using one of the browsers we test against, but if you can't it doesn’t mean that My Account won't work, just that the experience might not be as we wanted you to experience it.

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