My Account is a digital portal for our BT business users and customers. It gives you the ability to access your applications and services as well as manage Incidents and Service Requests. The My Account dashboard also provides a clear view of your actions, Incidents and Service Request statuses from ServiceNow.

My Account is the name we’ve always used for our portal experiences. However, users who know the portal as Customer Hub will notice this will now be called My Account.

This is becuase we're are aiming to close our legacy systems and transfer all our customers onto our new Service Management platform, ServiceNow. As customers transition onto ServiceNow the previously known Customer Hub will now be My Account. This transition allows us to provide customers with a new dashboard experience to access all their data, features and applications more seamlessly.

The new My Account (Customer Hub) has been built as a new portal on the latest technology. This provides our customers with new, easy-to-use web experiences that is driven by our state-of-the-art Service Now platform. My Account (GSPortal) was built using our legacy systems which we are aiming to close for our customers to have a new, improved My Account experience on ServiceNow. 

Yes, you will be able to access all the same applications in our new My Account.

Your existing user profile can have new My Account features added as your profile moves onto ServiceNow. However, your username and password details should remain the same. 

You must use a valid email address for your username. Any email address used will be validated at time of onboarding. However, the new platform removes the ability to create usernames that are not a valid email address.

Our new login journeys use the latest cloud-based technology which we are deploying across BT as standard. While they should seem simpler, they are in fact more secure, delivering the best of both worlds.

It’s free to use and delivered as part of our product and managed services to our customers.

If you’ve bought one of our new digital products or if your account has been migrated to our new ServiceNow platform for Service Management, then you would’ve been set up on My Account and provided with relevant access. If you do not have this access, please talk to your BT Account team.

From 23rd March 2024, the way you log will have changed. Prior to the launch of this, all users should’ve received an email with step-by-step instructions on what you should do if you are affected. If you haven’t received an email, your existing username and password should continue to work. If you have any problems or issues with this new log in, please contact our global helpdesk. 

We aim to deliver a system with as few IT issues as possible but if you do get a problem, firstly we recommend closing your browser, clearing your internet cache and then trying again. 

If your problem persists but is not urgent, please use the ‘Contact Helpdesk’ link to send a message to the My Account Helpdesk. If the issue is urgent and directly impacting your work, then please call the helpdesk on +44 (0)203 564 5309.

The My Account service is accessed across the internet, speed can be impacted by several factors such as, your PC, local network, internet connections, the internet itself or our own networks and servers.

Whilst we continuously work hard to ensure our systems and website work to the best of their ability to provide you with the best possible service. Unfortunately, at times there are issues we are unable to control and can cause slow loading of pages. If you have specific concerns about performance, then please use the ‘Contact Helpdesk’ link to send a message to the My Account Helpdesk.