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Duckling0000's profile

New Member

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1 Message

Tuesday, December 13th, 2022 5:33 PM

Paid for first month but still says I need to pay

I received a error message saying my payment didn't go through while setting up my prepaid account for the 1st month but I was still charged and it still says I need to make a payment to start service.

Community Support

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231.5K Messages

1 year ago

Hello there, Duckling0000. We understand how important it is to get your service started. Let's look into why your payment didn't go through.

 

First, we recommend you restart your phone to see if your payment is applied to your account. Sometimes, restarting your phone can register it to the network.  

 

Second, use our Star Services to see if your payment went through. Dial *888* + PIN number + # (for example, *888*1234567899874#). We’ll confirm that your payment (refill) was applied to your account.

 

To find out more information about paying online or by phone with check, debit or credit card, or AT&T PREPAID card see Pay your AT&T PREPAID amount due.

  • Let us know if you are making the minimum payment. We want to let you know that directly after activation, every new AT&T PREPAID account will be put in suspend for minimum payment. Your account will automatically un-suspend when the $25 Minimum Payment has been met.
    • Note: $25 minimum payment just applies for initial funding, and must be an acceptable form of payment.

Please reach back out to us and let us know so that we can help you start using your services right away.

 

Rasheedat, AT&T Community Specialist

New Member

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4 Messages

1 year ago

Hello, I have the same problem. I just paid $30 plan while activating my SIM card, but the SIM doesn't get registered to the network. So, should I add $25 more to my balance to get the SIM registered for the first time?

ACE - Sage

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117.1K Messages

1 year ago

@JohanMendivil

If you selected the $30 plan and you have paid $30 plus the applicable taxes, no you should not add $25 you shouldn't need to add $25. If your service isn't working there's likely some other problem. Like what phone are you using? Did you check the IMEI of the phone you brought to AT&T?

https://www.att.com/buy/byod/identify?devicetype=phone

New Member

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4 Messages

1 year ago

@formerlyknownas thank you for your replying. When I inserted the SIM card, it inmediately connected to the AT&T network and I received sms to activate it. Then, as soon as I paid the $30 plus taxes for the activation I got the sms confirmation, but after restarting my phone it didn't connect to the network anymore, it stays in "only emergency calls" mode

ACE - Sage

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117.1K Messages

1 year ago

Please refer to my previous post. If you brought your own phone rather than purchasing a phone from AT&T you need to check the IMEI. Please do so and let me know what the IMEI check says

.......

If you purchased your phone from AT&T, and the SIM card is inserted and active, you selected the $30 plan and paid for it, then turn the phone off and then on again and see if that connects you to service

New Member

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4 Messages

1 year ago

It says "Your device is not compatible with the AT&T network."... ='). But that confuses me, because I have been connected to the at&t network while I was activating the SIM card

(edited)

ACE - Sage

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117.1K Messages

1 year ago

But that confuses me, because I have been connected to the at&t network while I was activating the SIM card

The activation process uses the data network.  

Once your phone was activated over the data Network it was determined that your phone is not capable of voice calls over the LTE network, but only 3g voice. 

It means your phone cannot use the at&t voice Network, which is LTE only.  All US carriers have shut down their  3G services and rely entirely on LTE for voice. 

   According to the FCC it is required that all phones be able to make a 911 voice call in order to be considered a phone, and to have phone service.  Because your phone is not capable of voice service over AT&T the phone is excluded entirely.

You can replace the phone, or you can check T-Mobile's IMEI check to see if they will allow the phone

(edited)

Community Support

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231.5K Messages

1 year ago

Hey JohanMendivil, let's work on figuring out the compatibility error you're seeing on your phone when trying to connect to our network. 

 

Can you tell us what kind of phone you have? This will help us determine if the device is compatible to our network. 

 

You can check our list of compatible devices to make sure yours will work on our network.

 

If your device is compatible, then please try resetting your network settings. You can also troubleshoot your phone after that step.

 

Please let us know how this works, so we can ensure this is resolved for you.

 

Tony, AT&T Community Specialist

New Member

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4 Messages

1 year ago

Thanks @formerlyknownas and @ATTHelp for replying. My phone model is Samsung A32 SM-A325M, and yes, it is Voice LTE compatible. 

(edited)

Community Support

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231.5K Messages

1 year ago

Thank you for the response, JohanMendivil.

 

We did take a look at our compatible device list as mentioned above, and the only Samsung A32 models that we have listed to work on our network is A326U** and A326U1/DS). It looks like model SM-A325M is not listed as an eligible device. 

 

In order to use the service your paid for, you will need to upgrade your device. You may check out our list of prepaid phones to see what works best for you or go in store to purchase a new device. You may use our store locator to find a local AT&T Store near you.  

 

 

We hope this information helps! Thank you for contacting AT&T Community Forums. We are here if you have any other questions. 

 

Clarissa, AT&T Community Specialist 

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