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New Member


3 Messages

Tuesday, February 25th, 2020 5:45 PM

I can't access my account

Good evening,

If I want to chat with the employee and ask for help or if I want to send a message request for help, I need to login which once again I am not able to do.

Please help! I reached my home in Serbia to find that my At&t sim card is not working at all. I am not able to cancel the automatic payment and I will not be back in the States until July. I can't access my account as I am not able to find the password, and when I request the password they are sending it to my phone to be received as in the message which I am not able to receive as the sim card is not working here in Serbia. I am quite disappointed that such a big company doesn't communicate with their costumers over the emails, and phone numbers are the only options while they're not able to be used anywhere but in Canada and Mexico.

Please help as I would like to stop paying for the phone service which I am not able to use in the next 3 or four months.


New Member


3 Messages

4 years ago

I just opened an additional account as I was asked to login so that I can post this message

Former Employee


32.9K Messages

@lilika84 this is a customer forum not at&t, you created an account for the forums and that has nothing to do with your service. your best option is to cancel the card associated with your prepaid account. but your phone will still be locked to at&t until you submit an unlock request through the portal if youe meet all requirements your at&t sim card will never work in serbia you will need to get a new one from the local carrier its correct prepaid can only be used in the us ,mexico and canada, post paid will roam in many countries, prepaid cant

see below for unlock requirements and the link to the unlock portal


• Your device isn’t reported lost or stolen, or involved with fraud.

• You must complete your contract or installment plan (including early termination fees). Or, pay off an installment plan early and then make another unlock request in 24 hours.

• Your device isn’t active on another AT&T account.

• If you upgraded early, wait 14 days to unlock your old device. Business customers wait 30 days.

• Your service must be active for at least 60 days with no past due or unpaid balance.

• AT&T PREPAID℠ (formerly GoPhone®) devices must have at least 6 months of active service.

• If you’re military, we’ll ask you to email your TCS or PCS (Temporary / permanent change of station) documents for eligibility. You won’t have to complete installment plans or contracts.

• If you have a business-owned device, your company must authorize you to unlock it.

• Go here if your phone meets all the requirements

While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
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