Issues with Microsoft email addresses not receiving BT emails - RESOLVED

[Jsong616]

Hello,

I am a paid BT user and saved my password with the broswer. However I was constantly logged out, and everytime I tried password recovery link I receive no email recovery link and have to email BT support and took a couple of days to recover the password. The feedback I received is that "Some of our outlook and Hotmail users are having issues receiving our emails" and if that's the case please fix it or at least alert users not to use hotmail/outlook account before they register. In addition there is no phone number that user can call in case of urgent problem. Now I'm waiting with my fingers crossed that I will receive the password recovery link within days. I hope my post will bring this issue to the attention of the support team.

 

[Jsong616]

My paid account is joyce.song@outlook and I have to use a separate account to post this thread as my paid account has been locked.

 

[David Harper CFA FRM]

Hi @Jsong616 I see the email you sent today. I don't know why you are having such problems. (We are experiencing some issues with hotmail/outlook, but they haven't been too dramatic to my knowledge). I will ask Nicole to contact you tomorrow and/or just set you up with a fresh login. Sorry for the troubles, thank you for your patience, David

 

[Nicole Seaman]

@David Harper CFA FRM

I just wanted to update this to let you know that I responded to @Jsong606's email last night at 11:30 p.m. (EST). I reset this user's password, made sure that they received the email and responded to two other emails that they sent.

I explained that this issue with the Microsoft accounts is out of our control. I have been in touch with Microsoft, and they admitted that they changed their spam filters in the past few months so even though our emails are going through to them, the email domains are blocking them (not even sending them to spam). We are not the only company having issues with this, and they stated that the issue is currently being addressed. I have been on top of this issue since it first came to our attention, and we have spend a great deal of time trying to figure out what is going on.

I have also added a note on both the registration page and the lost password page to make sure our customers know that this issue exists.

Thank you,

Nicole

 

[David Harper CFA FRM]

@Nicole Seaman Oh wow, thank you so much for doing this (on a day you are supposed to be off, sorry! ). Thank you, thank you for the background information on Microsoft, that is very interesting!
... clearly you are on top of this.

 

[Nicole Seaman]

@Nicole Seaman Oh wow, thank you so much for doing this (on a day you are supposed to be off, sorry! ). Thank you, thank you for the background information on Microsoft, that is very interesting!
... clearly you are on top of this.

@David Harper CFA FRM

No problem at all! Surgery or not, I always want to make sure that our BT customers are always taken care of

Nicole