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Contributor

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6 Messages

Sat, Oct 24, 2020 11:53 AM

My AT&T phone prepaid has been disconnected

I have an AT&T prepaid phone for over 7 years. Phone number (Edited as per community guidelines). The last time I accessed my account I had a balance of over $ 100. I tried to access my account yesterday and I can't. My wife. also has another one and she can log into the account normally. My balance is gone?What happened?

My email is [email scrubbed].

Responses

Varalakshmi

Moderator

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275 Messages

a month ago

Hello @saborges,

Please be mindful about sharing your personal details like, Phone number, email id, IMEI number, account number, last name, Credit/Debit card number, order number, Driver licence details, address. This is a public forum and your privacy is very important to us. As per AT&T Community Forum's guidelines http://sm.att.com/b9b8aa02 your personal details will be scrubbed. Have a great day!

Regards,
AT&T Moderator

sandblaster

ACE - Expert

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44.1K Messages

a month ago

This forum is not customer support. No one here has access to your account to answer but your balance probably expired. Any balance on a prepaid account has an expiration date. If you go past the expiration date, the balance is lost. A prepaid account is automatically closed if the account balance is $0 for more than 60 days. If your account is closed, that means your balance expired more than 60 days ago.

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Constructive

Employee

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15.7K Messages

a month ago

When’s the last time you topped up? Depending on the plan there is still a monthly payment needed to keep it activated regardless if there’s a balance. Unless your on a pay per use 100 dollar plan. Once the account goes inactive for 3  months the account closes you lose your number and any remaining balance. And no they don’t refund

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sandblaster

ACE - Expert

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44.1K Messages

a month ago

Depending on the plan there is still a monthly payment needed to keep it activated regardless if there’s a balance.

@Constructive Not sure what you are trying to say but that’s not true. If the OP has a monthly plan, that $100 balance would automatically be used to renew it. No additional payment is required unless the balance is too low to renew.

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Contributor

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6 Messages

a month ago

Yes, but how do I top up if I can't access my account?
Why doesn't AT&T issue a reminder before disconnecting the phone? AT&T has my email. Do you simply take over the balance?

sandblaster

ACE - Expert

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44.1K Messages

a month ago

Again, if you have gone past the expiration date, the balance has expired meaning it is gone. If the account is closed, you can’t re-open or top off. 

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
lizdance40

ACE - Sage

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79.3K Messages

a month ago

@saborges

Prepaid is self managed service.  If you want full service with regular reminders, and full cost, you can switch to postpaid.  

    Otherwise you can open a new pay per use with new number.  Put a reminder on your calendar to refill before the expiration date in your account.    

A $10 - 24 refill expires in 30 days.

A refill of 25 to $99 expires in 90 days. A refill of $100 or more expires in 365 days. If you do not refill before the expiration date you lose your balance. If you do not refill within 60 days of your balance reaching zero your account is closed and number lost and you have to start over

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Contributor

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6 Messages

a month ago

However, my balance in March / 2020 was over $ 100 and I was disconnected. My wife has another prepaid number and her account is accessible, appearing valid until March / 2021.

Contributor

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6 Messages

a month ago

I am fully aware of the power of the largest US telephone conglomerate, but it is never wrong. Consumer rights have to be considered. Does anyone know the AT&T phone number so I can talk?

sandblaster

ACE - Expert

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44.1K Messages

a month ago

It doesn’t really matter what your balance was in March. The only thing that matters is what was the expiration date. Click the contact us link at the bottom of the page and select prepaid for the numbers to call. I presume you are out of the US. If so, call the international support number.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
lizdance40

ACE - Sage

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79.3K Messages

a month ago

@saborges 

”However, my balance in March / 2020 was over $ 100 and I was disconnected. My wife has another prepaid number and her account is accessible, appearing valid until March / 2021.”

That indicates she refilled her account in march with at least $100.  
Check your Bank records.  

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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