myaccounts FAQ - Getting in touch

Once you have registered for myaccounts, you can contact the myaccounts team via secure message by logging in and clicking on the 'Send a Message' box at the bottom of the screen. You will then be able to select your type of query and provide further information in the box provided. Please do not include any of your security details (password or memorable word) in the message.

We aim to respond to any secure message on the same working day but please allow up to two working days. When you receive a secure message, you will be notified via email to your registered email address. To view the message, please log into myaccounts.

You will need to enter your verification code before you can contact us via secure message. You can request a new verification code by following the below steps:

  • Log in to myaccounts online service
  • On the Account Overview screen please click on ‘Enter verification code’
  • Request new code

If you have a query or you require further help, you can call the myaccounts team on the dedicated freephone service 0800 988 4857 between 9.00am to 5.00pm Monday to Friday (Wednesday 9:30am to 5.00pm due to staff training) and Saturdays 9:00am to 12.00pm. Calls are free to callers on the BT network. Mobile and other network costs may vary. Please refer to your mobile provider for more information.

We may monitor and record telephone calls for training purposes and for maintaining and improving services. We will tell you before we record any telephone conversations.

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