HELP - Account Login Issues

Hi @terisandler! Let's look into your myAT&T Prepaid error message!

We are sorry to hear that you are experiencing an error with the myAT&T App, please let us know if you are also experiencing any error message while accessing your account through the website. Make sure your myAT&T app is updated to the latest software to help fix any possible bugs.

Also please let us know if you Updated Your Device Software to the latest version for proper device and application function. Enter the correct device at Change Device. Lastly, here is our Troubleshoot And Resolve Tool > Fix An Issue > Service & apps >Apps to help get your myAT&T app up and running. 

We hope this is helpful! Reach back to us if you have additional questions!

Rhoda, AT&T Community Specialist 

It is not only the app. It is online as well. The only message I get is that my log in is not valid. When I have been able to change my PIN and get in, the next time I try to log in I am back to the same issue.  BTW, when I go to AT&T through the myapp it takes me online to paygonline.com/websc.  I just tried it again and had to request a new password for the umpteenth time. I am now logged in. I can guarantee the next time I try to log in I am going to get the same invalid login message and then I can't request a new password. Why is there no option to reach tech support online for prepaid?

We understand how taxing and problematic it can be when trying to access your prepaid account @terisandler!

Please know that when you request a pin code or password for your prepaid account, the passcode you created is only temporary in order to allow you access. 

Now when you're able to access the account with the temporary login, you will need to Change your Prepaid Pin or Passcode by utilizing theses steps: 

1. Log into you AT&T Prepaid Account
2. Go to Profile & Settings > Personal Info
3. Enter your Current Online Password
4. Select Change Online Password or Change 4-Digit PIN (check both boxes if you prefer)
5. Enter the new info and select Submit. 

By doing this, you will now use the new and permanent passcode/PIN that was created without having to requesting temporary account access over and over.  

We hope this information is helpful. 

Dwight, AT&T Community Specialist 

Each time I have used the temp pin code I created a new pin code so that is not the issue. I have gone through this process at least half a dozen times and the newly created PIN that I choose is not valid ever again.

Hello @terisandler

As mentioned in the previous post, It is important to create a permanent passcode or prepaid pin when you have access to your prepaid account. 

Do understand that AT&T prepaid support cannot change nor create a password on the customer's behalf. Therefore, only the prepaid account owner to create a 1-time Passcode/PIN for future access. 

Once you have created the one-time pin/passcode, document your password for safe keeping JIC if you forget in the future. 

We appreciate you reaching out to the community, and enjoy the rest of your day!  

Dwight, AT&T Community Specialist 

Do understand that AT&T prepaid support cannot change nor create a password on the customer's behalf. Therefore, only the prepaid account owner to create a 1-time Passcode/PIN for future access. 

I am finding this thread very frustrating. I have created my own pin. Multiple times after logging in with the temporary PIN. Are you saying that I have to create my own PIN every time I log in because that is what is happening. I get a temporary PIN. I follow the steps to create MY OWN PIN. I log out. I try to log back in using MY OWN PIN that I created, and I cannot access my account.

We can certainly understand your frustrations @terisandler and we appreciate your response. 

Sometimes your password can be set back to your initial password, which will be the last 4- digits of your wireless number. Please try accessing your account with these credentials, and let us know how this works for you.

Look forward to working with you to get this resolved!

Lynn, AT&T Community Specialist

Still doesn't work 

 AT&T used to just use the PIN code, you now need to use your alphanumeric password.

Next time you login use your 10-digit phone number and the alphanumeric password.

THANK YOU lizdance40!  I finally did it - a big part of this was my confusion about PIN vs password and not reading the password requirements but I got there because your 2 sentence sentence reply made it easier and less frustrating to see where I was going wrong!!!