I'm having problems with the My BT App

The first time you use the My BT App, you'll need to log in using your BT ID and password. If you've forgotten your BT ID username or password, see: "I've forgotten my BT ID". If....

I'm having trouble logging in

The first time you use the My BT App, you'll need to log in using your BT ID and password.

If you've forgotten your BT ID username or password, see: I've forgotten my BT ID >

If you don't have a BT ID yet, you can create one now > All you need is an email address and your account number, which you'll find at the top of your latest bill. If you haven't got a bill, we can send you your account number in the post >

If you get your BT ID wrong three times on the app or on bt.com, we'll lock you out for 15 minutes. Please try again later.

I get an error message when trying to test my speed or restart my Hub

This may be because these features won't work with all versions of our Hub. We're working on fixing this, so keep an eye out for a new version of the app.

In the meantime, you can test your speed on your computer >

You can also find out how to restart your hub manually >

The app keeps crashing

Please make sure you're on the latest version of the app. Follow these links to find the app on Google Play > or in the iPhone App Store >

Also make sure you're using the latest operating system for your device.

If this doesn't help, try deleting the app and reinstalling it.

I can't find the app

To use the app, you need:

  • iPhone 4s or iPad2 and above on iOS 8.1 or later
  • Android smartphone or tablet on Android 6.0 or later

If you can't find the app it means it won't work with your phone. Apple users can update their operating system by going to Settings > General > Software Update.

If you have an Android device, check your user guide for instructions on how to update the operating system.

I'm having problems setting up a Touch ID or Android Fingerprint

You need an iPhone 5s and above, or iPad Air 2/Mini 3 or later.

  1. Log into the app using your BT ID and password
  2. Set up a PIN. You can’t avoid this the first time you log into the app
  3. You'll see a pop-up at the top of the screen which says "Set up Touch ID login" - tap this option
  4. Tap on Set up Touch ID login

  5. If this option isn't available at the top of the screen, you can apply this setting by selecting the ‘Touch ID’ option from the side navigation menu
  6. Select Touch ID option from the side navigation menu

  7. Once you're at the setting, tap the ‘Enable Touch ID’ toggle to turn it on
  8. Tap on Enable Touch ID

  9. Each time the app is opened (either after a period of inactivity or after the app's been closed), you'll now be prompted to login using Touch ID instead of your PIN
  10. Log in using Touch ID prompt

You need a compatible smartphone or tablet on Android 6.0 or above

  1. Log into the app using your BT ID and password
  2. Set up a PIN. You can’t avoid this the first time you log into the app
  3. You'll see a pop-up at the top of the screen which says "Set up fingerprint login" - tap this option
  4. Tap on Set up fingerprint login

  5. If this option isn't available at the top of the screen, you can apply this setting by selecting the ‘Fingerprint login’ option from the side navigation menu
  6. Select Fingerprint login option from the side navigation menu

  7. Once you're at the setting, tap the ‘Enable fingerprint login’ toggle to turn it on
  8. Tap on Enable fingerprint login

  9. Each time the app is opened (either after a period of inactivity or after the app's been closed), you'll now be prompted to login using your fingerprint instead of your PIN
  10. Log in using fingerprint prompt



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