During set up entered the prepaid card and it did not apply to balance

Hey there @TBELady, we'd love to assist you with loading your prepaid card to your AT&T prepaid account. 

First, we'd recommend for you to try paying by phone and using our automated system to process your payment:

Call 611 from your AT&T PREPAID phone or call 800.901.9878 from another phone.

1. At the main menu, say Payment. 
2. Select Make a payment.
3. Choose either debit card, credit card, or refill card.
4. Follow the prompts to complete your payment. For a refill card, you'll enter the PREPAID PIN from the back of the card or from the PIN receipt. 

You may also use Star Services:

• Dial *888* + PIN number + # (for example, *888*1234567899874#). We’ll confirm that your payment (refill) was applied to your account.

We'd advise for you to give these options a try and reach back out to let us know if this worked. Also, let us know where you purchased your prepaid refill card so that we're able to investigate your concerns further. 

Thanks for reaching out to the AT&T Community.

Lynn, AT&T Community Specialist

Hello I’m currently having the same issue i purchased two cards from Walmart and during setup i input the card information and nothing was in my account but says card in use, expired, or disabled for one and the other says invalid. Not what i need to hear and makes me highly upset as i gifted my children phones through this company!

@natasia2006

Do the phones have service?

Yes? 

Then the refill cards worked to pay. 

No? 

Turn the phones off and then back on again and see if service is now available

Still no?

Do you see any errors?   Post the error?