Experienced an error with BT Mail? Get help with common problems like not being able to send or receive email or what to do when you get a timeout. Click on the headings to find out more about what common errors mean and what to do about them.
Experienced an error with BT Mail? Click on the headings below to find out more about what common errors mean and what to do about them.
Log in errors
A session timeout security feature was introduced as part of the new BT Mail service that will be quite a significant change of experience for BT customers who are used to unlimited sessions. This was introduced as a security measure to help protect customers who regularly use Wi-Fi and potentially unsecured networks to access their email.
You should be able to resolve this by logging out and then logging back in again.
We're aware that some users of email are seeing this message even though they use their email regularly.
This message is being displayed by mistake and we're working to fix it. Be assured that we won't delete your email account.
If an email address is not used for 90 days or more it will be suspended. This is a warning message that we're about to do that.
Email addresses not reactivated will be ceased and all your messages, contacts and your calendar will be deleted. Once deleted, you won't be able to get this data back.
To stop this happening, all you need to do is simply log into your email account.
BT Mail errors
You'll generally see this when BT Mail is trying to load data from the servers and may not be getting a response.
It doesn't necessarily indicate there's a problem, but sometimes it's to do with local network connectivity. Try the following:
- check your broadband's connection and speed >
- restart your computer or device and power cycle your BT Hub >
- close your browser, log out and back in
- clear your cookies and cache >
If you've tried to fix this and you're still getting problems, please get in touch with us >
You'll see this when there's temporary problem with the BT Mail service. Please try again later.
Check for updates on any known issues on the service status page >
You'll see this when you're:
- attempting to read the contents of a folder
- reading the account settings
- BT Mail is trying to load the folders under a selected account in the left panel
This can happen because the folders haven't fully loaded.
You should be able to resolve this by logging out and then logging back in again.
If you've tried to fix this and you're still getting problems, please get in touch with us >
You may sometimes see this message if BT Mail has not been able to load your account details correctly.
You should be able to resolve this by logging out and then logging back in again.
If you've tried to fix this and you're still getting problems, please get in touch with us >
This sometimes happens when you're trying to send an email and there's a network problem at the time. Often it's when you're sending a message that you've previously created and saved to your draft folder.
Try closing your browser session or logging out and then back in again.
If you've tried to fix this and you're still getting problems, please get in touch with us >
You'll sometimes see this error when you're trying to save or import a message.
You should be able to resolve this by logging out and then logging back in again.
If you've tried to fix this and you're still getting problems, please get in touch with us >
This message can often appear when you're;
- marking the selected message as spam (the selected message are moved to the spam folder)
- moving the selected messages to a new folder either by drag and drop or otherwise
- attempting to view the source of a message
- sometimes when viewing a message in conversation view
You should be able to resolve this by logging out and then logging back in again.
If you've tried to fix this and you're still getting problems, please get in touch with us >
You'll see this error for different reasons, but generally it's it takes too long to carry out an action so the server times out on the request.
For example:
- reading or displaying a message
- adding an attachment to a message
- replying or forwarding a message
- editing a draft message
- moving, adding or re-naming a folder
You should be able to resolve this by logging out and then logging back in again.
Another reason to see this error is where the service is failing to connect.
If you've tried to fix this and you're still getting problems, please get in touch with us >
You'll usually see this when BT Mail has failed to load correctly.
You should be able to resolve this by logging out and then logging back in again.
If you've tried to fix this and you're still getting problems, please get in touch with us >
You'll only see this when using the calendar feature of BT Mail.
You should be able to resolve this by logging out and then logging back in again.
If you've tried to fix this and you're still getting problems, please get in touch with us >