I would like to help you, please let me know when you are ready
what is the email address you are having problems with?
can you please type it again, please replace @ with AT when typing your email here
is your phone saying "please enter your password" ?
No it just says not authorised and doesn't give me any options
do you know your new password?
what is your phone model?
is your phone with you now?
can you open email now
somewhere do you see a button like "Account options" ?
no it just says refreshing on load more messages
do you see the menu button?
and select more
there must be account settings there
do you see it?
Sorry no. Can you tell me where. Would it be on accounts and sync?
can you go there
do you see your email account there?
I am on this page now and it sys sync is currently experiencing problems
do you see your email there?
(full email address)
I see two email accounts for facebook and one for google
can you close it,
and open email
when you are in email, do you see the more button?
it should be at top menu
no sorry just btinternet inbox headers
at top menu what do yous ee?
just btinernet and inbox and load more messages
do you see three dots icon somewhere?
do you have a Settings icon?
(like email icon , do you have settings icon?)
can you open settings
now do you see "Accounts" ?
now do you see your email there?
yes accounts and sync
do you see your btinternet email?
are you in accounts now?
are you unable to see your btinternet account in the list?
only on facebook and google 3 different emails nos
I am out of ideas, let me opt out and open this question to email experts