Keeping your account secure
We know your time is precious, and we like to be able to help all our customers who need to contact us. Please read this guidance before you contact us, so we can make sure we’re able to help you first time, every time.
We take your account security very seriously. If you need to contact us, we need to make sure we’re talking to you and/or the account holder, before we can help you and discuss your account details.
Things you need to know before contacting us:
- We can only talk to the account holder(s) and the people who are named contacts on the account. This is likely to be someone in your business who deals with your BT Business products and services or the bills.
- Our Helpdesk Agents will always try to complete the security checks at the start of your call or chat, making sure we keep your account secure.
- If the Helpdesk is unable to confirm the correct security details with you, they won’t be able to discuss anything on your account.
If you’ve not had to contact us before or aren’t a named contact on the account, then you’ll need to register for My Account or get the account holder to contact us.
It’s quick and easy to register, you’ll need:
- An email address that’s not already registered with BT.com, and
- either a BT account number from a bill
- or an order number (you can find it on one of the order confirmation emails we’ve sent you).
Find out more about registering for My Account.
If you’ve contacted us before about your account we need to verify it’s you. We’ll do this in one of two ways:
- Send you a one-time PIN:
We’ll do this for certain account activities that require a higher level of validation like creating orders, most billing activities and raising chargeable faults.
Or
You’ll need to have access to the email address or mobile number you provided us with, as this is where we’ll send the PIN. - Ask you for your security number or answer:
If you have an online account – My Account – we’ll ask you for details from your security number or phrase.
If you think the contact or security details we hold for you are out-of-date, please login to My Account to update them before you contact us.
Do you need to contact us? Save time and go online. You can manage all aspects of your services in My Account:
-
- Online Billing – get copies of your bills, manage direct debits and pay your bills.
- Report a fault or track existing faults.
- Track orders.
- Check contract end dates.
And much more. Find out about all online services available to you.
Why not download the BT Business App and have all your services at your fingertips.
If you still need to contact us, go to our Helpdesk contact options.