Problems logging in to the BT TV App and online player

If you’re having any problems logging in to the BT TV App or online player, this guidance should help.

Check your BT ID login is set up

Your BT ID is the username and password you’ll need to access the BT TV App.

• If you don’t have a BT ID, set one up here >
• If you’ve forgotten your BT ID username, get a reminder here >
• If you’ve forgotten your BT ID password, reset it here >

Once your BT ID username and password are set up, follow the steps below.

Check your BT TV account is linked to your BT ID

1. Log into My BT
2. Get your BT TV account number. You can find this in the top right-hand corner of your bill. It consists of two letters and eight numbers, for example GB12345678
3. Click on the 'All Product' arrow on the right-hand side of your screen
4. If your TV account is shown here, then your BT ID is linked to it
5. If your BT ID isn’t linked to your TV account, you can do that by using your BT ID to login here > and following the steps to link it

Check your BT ID account role is listed as Account holder

1. Log into My BT
2. Click on Settings, then Account, and you’ll see the 'Account role' status
3. If your account role is 'Account holder', then you should be able to log in to the BTV App
4. If your account role is 'Account manager', you won’t be able to log in to the BT TV App and you can either:

• Change your 'Account role' to 'Account holder' by clicking on I should be the account holder and following the steps



Important: You should only change the 'Account role' if you're responsible for paying the bills on this account.

• Use the BT ID of the 'Account holder'