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Frequently asked questions about My Account

I want to know more

My Account is our online service 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.

Yes, we would be happy to provide a demo.  You should discuss this with your BT Account Manager who can arrange one for you.

Please contact your BT Account Manager, to discuss and arrange your access requirements.  There are many applications and 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.

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.

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.

  • Edge & 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.

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.

Problems with My Account

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

  1. On the login page, click the link "Forgotten username".
  2. On the following page please provide the email address the account is registered with.
  3. Click the button "Request reminder"

If the email address provided is recognised, your username will be emailed to you.

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

  1. On the login page, click the link "Forgotten password".
  2. On the following page please provide your username.
  3. Click on the button to "Request a password reset

You will be emailed a password reset link.  Click on the link in the email and you will be taken to a page to set a new password.  Note that this link is only valid for 24 hours before it expires.

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?".  You will be emailed a PIN reset link.  Click on the link in the email and you will be taken to a page to reset your PIN.  Note this link is only valid for 24 hours before it expires.

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

This is a security measure and it has occurred 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.

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.

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 Helpdesk' link 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.

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 then please use the 'Contact Helpdesk' link to send a message to the My Account Helpdesk.

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 Helpdesk' link 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.

General information

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.

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

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

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 inactivate your account.  A few days before we inactivate your account we will send you an email to remind you to log in.  After we inactivate your account we will send you another email containing a link so that you can reactivate your account. 

After 180 days of inactivity we will delete your account.  A few days before we delete your account we will send you an email to remind you to reactivate it before it is deleted.

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 from the "Edit settings" option.  

Alternatively, you can improve the security of your authentication by enabling two-factor authentication on the PIN page and you will be sent a one time passcode (OTP) to either your email or via SMS everytime you log in instead of using your chosen PIN.

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 your problem is not urgent you can us the 'Contact Us' link 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.

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 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.

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.

Help desk phone numbers

Please browse our guides and if you can't resolve your questions, contact one of our global helpdesk advisers.