Locked out of BT Microsoft account

[robinsonpr]

I am locked out of my btconnect.com email account.   I can login to my BT Account as usual. #

If I try to login to the Office365 email with my btconnect.com account with the BT password, it says "incorrect password" (as expected!) but if I use the correct password for the Microsoft Office365 account it says "Your account has been locked.  Contact your support person to unlock it, and then try again".

I've been onto live chat for 2 hours and they took me through resetting my BT account password, which I did.   But they do not seem to grasp the fact that the Microsoft Account is a different account with different credentials, and it is that account that is locked.

See screenshot

[BethM · Accepted solution]

Hi robinsonpr

The reason they are asking you to reset the website password is that the credentials for BTconnect email should be the same. It sounds like there is an issue with the 2 systems syncing. 

Can you please send over a private message with the details so I can take a further look?

[robinsonpr]

Yes that does indeed sound like the case.  I have just had a callback from Tier 2 support and they confirmed that the Microsoft 365 account was "locked".  They unlocked it while I was on the phone and I can now log into it (with my old Microsoft 365 password which has always been different from the BT My Account password).

I didn't realise they were meant to sync.  I'm a bit worried about messing with it anymore as I am now able to get to my mail and I don't want it to break again as I cannot do business without it.   I have been without it for 5 hours today trying to get it sorted.

[BethM]

Hi robinsonpr

Thanks for letting me know, glad to hear the Tier 2 team got you sorted. 

[NymphPilot]

That sounds really frustrating! You’re absolutely right — the BT login and the Office 365 (Microsoft) account linked to your btconnect.com email are technically two separate systems. Resetting the BT password won't unlock the Microsoft account if it's been locked out on their end.

You’ll likely need BT to escalate the issue to their Microsoft 365 support team or whoever manages the email hosting backend for btconnect.com domains. Regular BT support often doesn’t have access to the admin tools needed to unlock or reset the Office 365 mailbox. Keep pushing for an escalation — mention clearly that it’s a Microsoft-hosted mailbox under BT’s domain and needs to be unlocked via their admin console.

Hope you get access back soon — that kind of lockout is the worst!