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Contributor

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2 Messages

Wed, Sep 11, 2019 2:07 PM

Can't login to my prepaid account that I've had for years

When trying to access my prepaid account on my iPhone I got the message that my user ID and password didn't match AT&T records.  I logged in on my computer and changed my password.  Still could not login from AT&T mobile App on iPhone.  This went on for several weeks.  Now I can't login on my computer either.  I need to be able to access my account.

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Brand User
ATTHelp

Community Support

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133.9K Messages

a year ago

Hi @VJMacky,

 

Thank you for reaching out to us for assistance!

 

Have you tried clearing the cache and cookies from your browser and then logging in? Uninstalling the app and reinstalling to make sure its up to date with the latest version? Can you tell us if you're receiving any error codes or is it just saying wrong user/password? Have you made any account changes?

 

Look forward to hearing back from you!

 

Chasidy, AT&T Community Specialist

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Contributor

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2 Messages

a year ago

Yes, I cleared my browser and uninstalled and reinstalled the app on my phone. When I first couldn't access my account on my mobile app, I checked and updated the app.
That didn't help so I logged into my account from my computer and updated/changed my password. I still couldn't access from mobile app but had access on my computer for about two weeks, until yesterday. The message I get on the mobile app is That user ID and password combination does not match our files. Check your entries, or select Forgot ID/Forgot password (LU001) I got that message before I changed my password. The message I get on the computer is The system could not sign you in. Please enter your password and try again.
Brand User
ATTHelp

Community Support

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133.9K Messages

a year ago

Hi @VJMacky,

 

Thank you for clarifying for us. We'd like to take a closer look into this issue for you. In order to do so, we'll need to gather additional information. I will be sending you a private message, so be sure to check your forums inbox. We look forward to speaking with you!

 

Collin, AT&T Communit Specialist

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

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