Back

What is BT Virus Protect and how do I get it?

We’ve teamed up with Norton, a leader in consumer cyber security, to bring you BT Virus Protect and Norton Password Manager. 

BT Virus Protect, powered by Norton, will keep your devices protected from harmful viruses. It will also warn you if you’re about to visit a harmful website or connect to an unsecure network, protecting your information from cyber criminals.

You can install BT Virus Protect on PCs, Macs, Android phones and tablets versions 8.x and above (not available on existing iOS devices). See our price guide for the latest charges

Existing customers who have BT Virus Protect and True Key from McAfee must take action

To make the switch:

  1. Go to Your Security in your My BT account and log in with the BT ID username and password that has Account Holder status. To check the status, view Your Account details.
  2. Your BT ID username must be an email address to be able to activate and manage your BT Virus Protect service. See FAQ below “Why am I getting a 'Resource not Found' error message” to change your BT ID username to an email address.

BT Broadband customers get at least two free licences and can upgrade to 15 licences with the first month free

Superfast Fibre 2 Unlimited and Superfast Fibre Halo come with 15 BT Virus Protect licences.

If you have already downloaded the BT Virus Protect app onto your device, it will update automatically and ask you to log in using your My BT username and password.

  1. Log in to My BT using the BT ID username and password with Account Holder status.
    To check the status, view Your Account details (hover over My BT to view the menu)
  2. Select Your Security in the top menu bar
  3. Scroll down to BT Virus Protect
  4. If you are using BT Virus Protect for the first time, select Activate
    If you are an existing BT Virus Protect customer, select Switch to Norton
  5. The status will change to Manage
  6. Select Manage to go to the My Norton portal, where you can start installing BT Virus Protect

You will be asked to agree to an End User Licence Agreement (EULA) and start the download. At this point, you can also send a link that will enable you to install BT Virus Protect on other devices.

We recommend you only have one version of security software on your computer.

During the installation process, BT Virus Protect powered by Norton will detect any other anti-virus software (including BT Virus Protect powered by McAfee) on your device and offer to uninstall it for you.

If you prefer, you can uninstall it yourself. For the best performance, we recommend uninstalling all files and browser extensions related to your old anti-virus software.

Remove a non-Norton security product from your computer

How do I manually remove McAfee from my Mac?

To allow BT Virus Protect powered by Norton to install, Mac users (older than 10.14) will need to manually remove their McAfee security software. To do this, follow the instructions in the below PDF:

Remove McAfee software from your Mac (PDF | 840 KB)

From the My BT app 

Please note: you must have the My BT app installed on your device and log in using the BT ID username and password with Account Holder status. To check the status, view Your Account details.

  1. Log in to the My BT app 
  2. Select Your Products in the bottom menu bar
  3. Select Broadband
  4. Scroll down to Manage security settings
  5. Scroll down to BT Virus Protect
  6. Select Activate on BT Virus Protect. The status will change to Manage
  7. Select Manage to start installing BT Virus Protect on your device

From the Google Play Store

Please note: you must have the Google Play app installed on your device.

  1. Search for BT Virus Protect in the app store and install it
  2. Agree to the End User Licence Agreement (EULA)
  3. Open the app and log in using your My BT username and password to activate the account - you'll only need to do this once

 

What if no licence is found?

If no licence is found, you’ll be asked to subscribe. Log in using your BT username and password to create your entitlement.

You'll then be taken to the My BT home page. From there:

  1. Select Your Security in the top menu bar
  2. Find the BT Virus Protect tile and select Switch to Norton
  3. If you are using BT Virus Protect for the first time, select Activate

Now open the BT Virus Protect app you downloaded and log in using your My BT username and password.

If you get a 'server error' when trying to activate the Norton version of BT Virus Protect or Norton Password Manager:

  1. Log in to My BT
  2. Activate BT Virus Protect and/or Norton Password Manager. 
    Existing customers will see an option to Switch to Norton.

Please note: you need to log in with the BT ID username and password that has 'Account Holder' status.

To check your status:

  1. Log in to My BT
  2. Select Your Account (hover over My BT to view the menu)
  3. Scroll down and you’ll see if you’re an 'Account Holder' or 'Account Manager'

If your BT ID is linked to more than one account number, it's possible to have a different account status for each account.

Every BT ID has an account role attached to it. You’ll either be an Account Holder or an Account Manager and your role will determine the services and information you can access. 

Find out more about the different BT ID account roles

Your BT ID username must be an email address to be able to activate and manage your BT Virus Protect service. The email address must be an address that you have access to.

Update your BT ID username

What is Norton Password Manager and how do I get it?

Using the same or weak passwords can make your accounts vulnerable to attack by hackers. With BT you can get Norton Password Manager where you can create strong passwords and securely store and manage them all in a single location.  

The password manager will help you create complex passwords and store them online, along with credit card information and other credentials, in your own personal encrypted cloud-based vault to help you transact more safely online.

It enables you to sync logins and fill in forms with a few clicks across devices.

It will work with a variety of PC browsers, including Microsoft Edge, Firefox and Google Chrome. However, you won’t be able to use the password manager with the Safari browser on iOS.

On Mac and Windows devices, it will also show you the health of the passwords stored in your vault: providing an informative view about weak, guessable, duplicate and old passwords, to help improve your online password security health.

Norton Password Manager is available to download from the Google Play Store and Apple App Store.

You can also download and install Norton Password Manager via My BT. To do this:

  1. Log in to My BT using the BT ID username and password with Account Holder status. To check the status, view Your Account details (hover over My BT to view the menu)
  2. Select Your Security in the top menu bar
  3. Find the Norton Password Manager tile and select Switch to Norton
  4. If you are using Password Manager for the first time, click Activate
  5. The status will change to Manage
  6. Select Manage to go to the My Norton portal, where you can start installing Norton Password Manager
  7. Follow the instructions to install a browser extension

Once installed, on the Norton Password Manager screen:

  1. Choose Sign in with Service Provider
  2. When asked for a Partner Code, type BT
  3. Click Next. You will then be asked to Confirm your service provider is BT
  4. Log in to My BT again to Create your vault password

You must create a strong password and remember this to be able to access your vault in future. 

To transfer your passwords from True Key to Norton Password Manager, watch the video guide below or follow our step-by-step instructions. You'll need to be on a PC or Mac.

First, you need to export your information from True Key (or any other password manager). To do this:

  1. Open your True Key application, go to App Settings and choose to export your password data
  2. True Key will put all of your private data into a file called truekey-export.csv and place it in your Downloads folder

You can now install Norton Password Manager:

  1. Log in to My BT  using the BT ID username and password with Account Holder status. To check the status, view Your Account details (hover over My BT to view the menu)
  2. Select Your Security in the top menu bar
  3. Find the Password Manager tile and select Switch to Norton
  4. Follow the instructions to install a browser extension

On the Norton Password Manager screen:

  1. Press Next to sign in
  2. Select sign in with service provider
  3. When asked for a Partner Code, type BT
  4. Click Next. You will then be asked to Confirm your service provider is BT
  5. Log in to My BT again to Create your vault password

You must create a strong password and remember this to be able to access your vault in future. 

You can now import your data from True Key (or another password manager):

  1. Choose the Source you want to import your data from (e.g. McAfee True Key)
  2. Select the data you want to store in your new vault and press Import
  3. When you receive confirmation the import has successfully completed, press Finish

Important:

Don't forget to securely delete the truekey-export.csv file, once you've exported your information, by placing it in your device's bin and emptying the bin.

If a family member or a friend would also like to use Norton Password Manager you can share the following link where they can set up an account with Norton. https://passwords.norton.com/?redirected=fromlegacy&installsource=BTinvite

Need more support?

We've covered some frequently asked questions about BT Virus Protect and Norton Password Manager below.

BT Virus Protect

You’ll get online protection to keep your devices - including Android smartphones and tablets, laptops, PCs and Macs - protected from harmful viruses. It will also warn you if you’re about to visit a harmful website or connect to an unsecure network, and it will block unauthorised traffic to your computer - protecting your information from cyber criminals.

You’ll also get the following new features:

  • PC SafeCam (Windows PC only): Your webcam lets you keep in close contact with family, friends or colleagues, but can be vulnerable to attack and may give cybercriminals the potential to view into your home, your daily routine, and personal information. PC SafeCam alerts you to attempts to access your webcam and helps you block unauthorised access to it.
  • SMS Security (Android only): Helps keep you and your Android device safer from texts with phishing links. It helps identity SMS text messages with unsafe links and notifies you, to help prevent you from inadvertently clicking on them and potentially putting your personal information at risk. 
  • Protection Report Card: A summary of all the activities that have been performed to help protect your device and information stored on it in the last 30 days.
  • App Advisor (Android only): Proactively helps protect your Android smartphone against mobile online threats like malware, ransomware, adware and privacy leaks, using a patent-protected app-scanning technology.

BT Virus Protect covers Windows PC and Mac (desktops and laptops) and Android devices.

The following operating systems are compatible:

PC

  • Microsoft Windows 11
  • Microsoft Windows 10 (all versions)
  • Microsoft Windows 8/8.1 (all versions). Some protection features are not available in Windows 8 Start screen browsers
  • Microsoft Windows 7 (32-bit & 64-bit) with Service Pack 1 (SP 1) or later with SHA-2 code signing support

SafeCam is only available on Windows (excluding Windows 10 in S mode, Window running on ARM Processor).

Mac

  • Current and previous two versions of macOS

SafeCam features are not supported.

Android

  • Android 8.0 or later. Must have Google Play app installed

You can install BT Virus Protect on up to two or 15 PCs, depending on the number of licences you have. You should install it on all the computers in your home to protect them online and offline.

To share your licences and install the software, simply follow the steps below:

  1. Log in to My BT using the BT ID username and password with Account Holder status. To check the status, view Your Account details (hover over My BT to view the menu)
  2. Select Your Security in the top menu bar
  3. Find the BT Virus Protect tile and select Switch to Norton
  4. If you're using BT Virus Protect for the first time, select Activate
  5. The status will change to Manage
  6. Select Manage to go to the My Norton portal, where you can start installing BT Virus Protect
  7. If you're using the device that needs Norton protection, choose Agree & Download

If you want to install Norton on another device:

  1. Choose Send a download link 
  2. You will then reach a page where the download link can be shared via email, text or by copying the link. Alternatively, you can also scan the QR code found on the page
  3. Click on the link from the email/text on the device you want Norton installed on
  4. Click Agree & Download

Why am I having problems adding BT Virus Protect to more computers?

There are two reasons why you might be having trouble:

You've used all your licences

Depending on which broadband package you have, you may be eligible for two or 15 licences. If you get two licences but want more, you can buy 15-licence BT Virus Protect, with the first month free.

If you've used all 15 licences, you'll need to manage them by cancelling installations you may not need or are no longer being used by someone that you’ve shared your BT Virus Protect with.

You've changed your broadband package and you’re now entitled to two licences

If you've changed your broadband package, you may only be eligible for two licences. If this is the case and you’ve already used more than two, BT Virus Protect will continue to work on all your computers, but you won’t be able to add any new ones. To add new computers, you’ll need to cancel the others down to less than two, so you can add the subscription to your new one.

To manage your BT Virus Protect licences:

  1. Log in to My BT using the BT ID username and password with Account Holder status. To check the status, view Your Account details (hover over My BT to view the menu)
  2. Select Your Security in the top menu bar
  3. Find the BT Virus Protect tile and select Manage
  4. Hover your mouse over the View Devices option on the Device Security tile and, as it expands, click Manage Licences
  5. The Manage Licences page will list all the devices that have protection installed, so you can review and manage them

Find out how to change the name of your devices

How do I remove a device?

You can remove a device at any time. Removing a device only deactivates the services installed on the device and does not uninstall it. Once you remove the device, you can't view it on your account.

Ensure your device is connected to the internet when you attempt to remove a Norton service installed on it. If your device is not connected to the internet, the removal process will complete when the device next connects to the internet.

To remove a device:

  1. Log in to My BT
  2. Select Your Security in the top menu bar
  3. Find the BT Virus Protect tile and select Manage
  4. Go to the Device Security page
  5. Click the More options icon (. . .) below the device you want to remove
  6. In the menu that appears, select Remove Device and click Remove on the confirmation screen

Quarantined items are isolated from the rest of your computer, so they can't spread or infect your computer.

If you have an item you think is infected, but is not identified as a risk, you can manually put the item in Quarantine. You can also restore an item from quarantine if you think it is a low risk. 

Act on quarantined risks or threats

Safe Web helps provide a safer way to browse, search and shop online. It analyses websites you navigate to – to help detect viruses, spyware, malware or other cyberthreats – and provides a safety rating for them, before you visit them.

Turn Safe Web on or off

Safe Search is a search engine, focused on online security, that gives peace of mind letting you know if a site is potentially unsafe – before it’s too late.

Turn Safe Search on or off

When trying to activate the Norton version of BT Virus Protect and you get a “server error”, it’s likely you’ve logged into My BT with your BT ID username and password that does not have Account holder status.

  1. Log in to My BT >
  2. Select Your account (hover over MY BT to view menu)
  3. Scroll down, you’ll see if you’re an Account holder or Account manager.

If your BT ID is linked to more than one account number, it's possible to have a different account status for each account.

Every BT ID has an account role attached to it. You’ll either be an Account Holder or an Account Manager and your role will determine the services and information you can access. Find out more about the different BT ID account roles here >

There is more help available on the Norton website, please see  System requirements to install and set up Norton protection.

 

To find out more about the updates to BT Virus Protect, visit the BT Community

 

Norton Password Manager

Norton Password Manager works on Windows PC and Mac (desktops and laptops), Android and iOS devices.

The following operating systems and browsers are compatible:

PC

Operating systems

  • Microsoft Windows 11 (all versions)
  • Microsoft Windows 10 version 1703 (Creators Update) and above
  • Microsoft Windows 8.1 (32-bit and 64-bit)
  • Microsoft Windows 7 (32-bit & 64-bit) with Service Pack 1 (SP 1) or later 

Browsers

32-bit and 64-bit versions of the below browsers are supported:

  • Google Chrome - supports the current and previous two versions
  • Microsoft Edge - supports the current and previous two versions
  • Mozilla Firefox - supports the current and previous two versions

Mac

Operating systems

  • macOS X 10.10x or later

Browsers

  • Google Chrome - supports the current and previous two versions
  • Mozilla Firefox - supports the current and previous two versions

Android

  • Android OS 5 or later

iOS

  • iPhones and iPads running the current and previous two versions of Apple iOS

AutoFill Passwords supported on iOS 12 and above only.

The Norton Password Manager mobile app gives you the option to reset or change your vault password if you lose or forget it.

Norton Password Manager does not support Vault Password Recovery. The password reset option is only available on devices that have biometric authentication support. You need to set up biometric authentication on your device and unlock the vault once to use the password reset feature.

We recommend following these steps to securely manage your vault password:

  • If you make a physical copy of your password, make sure you store it very securely
  • Practice using your vault password and set a good hint to help you remember it
  • Install and set up the Password Manager mobile app to give you the option of resetting your vault password. You will need your vault password during Mobile App setup

How do I reset my vault password from an iOS device?

Please note: this feature is only available on devices running iOS 10 or above.

  1. Sign in to the Norton Password Manager app using biometric authentication
  2. On the Vault screen, tap the Menu icon and then tap Settings
  3. Under Vault Password, tap Reset Password. Tap Touch ID or Face ID when you receive a prompt
  4. On the Reset Password screen, follow the on-screen instructions and tap Save

How do I reset my vault password from an Android device?

  1. Sign in to the Norton Password Manager app using biometric authentication
  2. On the Vault screen, tap the Menu icon and then tap Settings
  3. On the Settings screen, tap Vault
  4. Under Vault Password, tap Reset Password. Tap the Fingerprint sensor when you receive a prompt
  5. On the Reset Password screen, follow the on-screen instructions and tap Save

Why am I unable to reset my vault password from my desktop or laptop computer?

Mobile devices have a specially designed secure hardware storage, known as secure enclave, which is highly resistant to unauthorised access. Norton make use of this feature, along with biometric authentication, in their Password Manager apps for Android and iOS to reset your vault password.

Unfortunately, desktop and laptop computers do not have similar features. There is no widely available, standardised, secure hardware storage that can be used by browser extensions like Norton Password Manager across the multiple browsers that are supported. 

You can find further password support on the Norton website:

Configure Norton Password Manager settings

Set up Password AutoFill in Norton Password Manager

Set up Mobile Unlock for Norton Password Manager

Recover missing Norton Password Manager vault data

 

To find out what else we are doing to protect you from scams, head to our BT Community >

For more information on protecting your Android mobile devices, take a look at the BT Virus Protect app guide >

 

Thanks for your feedback

Please select one feedback option

Submit
Print these instructions

Related Articles

Need more help?



More options

Ask the BT Community

Contact us