Please find below guides to assist you with various problems you may encounter with your BT Email service such as not receiving any emails, if your account has been hacked, as well as information on performing general tasks such as changing your password, creating additional email accounts and checking your spam folder.
To change your BT email password follow the steps below:-
Open your browser and got to the BT password website - www.bt.com/changepassword
Enter your email address and click Next
Follow the next steps which will vary depending on how long you have had your account, and how it was initially configured, but usually involves having a code sent via SMS to a mobile number or to an alternative email address, or answering some security questions
Make sure your new password is as secure as possible - see here for tips
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If you have forgotten your BT email password - or when you try to login it won't accept your password then you can reset it as follows
N.B. If you find you cannot access your BT emails and you are certain that you are using the correct password then it could indicate that your email account has been hacked - so once you have changed the password then please follow the steps in the Not receiving any emails (or my account may have been hacked) section below to check that no settings in your account have been changed that could stop you receiving your emails
Open your browser and go to the BT website - www.bt.com - and click on Email in the top corner (as shown below)
On the next page click the Forgotten your login details link as shown circled in red below
Enter your email address and click Next
Follow the next steps which will vary depending on how long you have had your account, and how it was initially configured, but usually involves having a code sent via SMS to a mobile number or to an alternative email address, or answering some security questions
Make sure your new password is as secure as possible - see here for tips
If you have problems resetting your password online then contact the BT broadband help desk on 0800 111 4567
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If you are not receiving any emails in your BT email inbox and you know that someone has definitely emailed you - then it could indicate that your account has been hacked
If so then you need to do the following to make sure your account is secure and that no settings have been changed that could affect your ability to receive emails:-
1) Reset or change your BT email password as per the above section(s)
2) Check that no settings have been changed on your account that could result in emails being forwarded to a hacker or replies being sent to an incorrect email address
Open your browser and go to the BT website - www.bt.com - and click on Email in the top corner (as shown below)
Enter your BT email address and password and click Sign in
Once logged in click on your email address in top right corner, and choose Settings from the menu (as shown circled in red below)
Click Mail > Auto-forward
Check that Enable Auto-forward is not ticked and that there is not an unknown email address shown in the destination box
If there is then delete the email address by clicking the x next to it, untick the Enable Auto-forward box, and then click Save
Click Mail > Accounts
Make sure only your correct email address appears in the list
Remove any rogue entries so only your correct address is showing
select your account in the list (as shown below) and then click the Edit button
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With your BT Broadband account you have the ability to create 10 additional email addresses for your family
To create a new email address firstly login to your BT account by going to the BT website - www.bt.com - and click on My BT in the top corner (as shown below)
On the next page enter your BT ID (usually your main BT email address - the one you use to login and check your bills etc) and password and click Log in to My BT
Once you have logged in you will see your BT account page - scroll down the page and click on Manage under Your products 
Scroll down the page and click Manage under Email
You can then create a new email address by clicking the Create new email address button and following the prompts
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I often get calls from customers who use BT email saying that someone has sent them an email and it never arrived
The usual cause of this is that BT has mistakenly flagged the message as Spam and it has been moved to the Spam folder within BT web mail
If you access your BT email through the BT website then the Spam folder shows the number of emails it contains and you are more likely to check it, but if you use Outlook, Windows Mail or Windows Live Mail for checking your emails you would not know this has happened
Therefore it is worth regularly logging on to your email through the BT website to make sure no emails are in this folder
To check your web mail, open your browser and go to the BT website - www.bt.com - and click on Email in the top corner (as shown below)
Enter your BT email address and password and click Log in to email
Once logged in you will see your email folders down the left hand side of the page - you can then click on the Spam folder (which as shown below indicates how many messages it contains)
You can mark any messages that are not spam by clicking on the email message and then clicking More > Mark as not spam, these messages will then not be marked as spam in future and will go into your Inbox instead
If you still cannot see the email you are expecting in the spam folder then follow the section above titled Not receiving any emails (or my account may have been hacked) to make sure your emails are not going to the wrong address or your account has been hacked
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