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BeeMcCullah's profile

New Member

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4 Messages

Wednesday, June 21st, 2023 5:05 AM

Prepaid website not working

Have been trying to get online a pay my bills for 3 days now but the website won't work have tried multiple browsers and multiple different devices. tried using the app but all that does is send me to the website that don't work so can anyone tell me if it's user error or at&t is just trying to force me to pay the stupid extra fee for taking my payment either over the phone or in store now???

Accepted Solution

Official Solution

Community Support

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231.4K Messages

10 months ago

Hello, @ineedcustomerservice. We understand that you are still having trouble with the online payment website, and we're here to help. 

 

Here are some troubleshooting steps we recommend: 

  • Try clearing your browser history, cookies, and cache. You can refresh your browser by clearing the browsing data, which includes your cookies, cache, and history.
  • Try opening the webpage in a different browser. Depending on which browser you are using, you may be experiencing compatibility issues between the browser and the website.
  • Lastly, you can use our automated phone service to pay by phone:
    1. Call 611 from your AT&T Prepaid phone or call 800-901-9878 from another phone.
    2. Say Payment at the main menu.
    3. Select Make a payment.
    4. Choose either debit card, credit card, or refill card. You can’t make a payment with a checking account when calling 611.
    5. Follow the prompts to complete your payment. For an AT&T Prepaid card, you'll enter the Prepaid PIN from the back of the card or from the PIN receipt.

Give these a try, and let us know how this worked for you! If you need additional assistance, please don't hesitate to reach back out. 

Goodacre, AT&T Community Specialist 

ACE - Sage

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117.1K Messages

10 months ago

There's nothing wrong with the prepaid website. Are you outside of the USA?  Access to the AT&T website is blocked from outside of the USA.

Alternately you might be using the wrong login information. To log into the prepaid website, paygoonline You should be using your 10-digit phone number as your username, your alphanumeric password and your security PIN code. You should be sent a two-factor authentication code via text.

Alternate ways to pay

https://www.att.com/support/article/my-account/KM1008656/

New Member

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3 Messages

10 months ago

"There's nothing wrong with the prepaid website."

Au contraire.  This message consistently shows up:

"DNS_PROBE_FINISHED_NXDOMAIN"

This happens regardless of browser or device, from multiple locations with multiple ISP's.  And this is all within the United States.  It doesn't matter if I follow the link sent via text to the phone seeking payment for monthly renewal, or the "prepaid account" button on AT&T's main website; that button redirects to "https://www.paygonline.com/websc/loginPage.html".  

Yesterday, parts of the page would load, but trying to login using the ten-digit number and password would simply end up with a timeout error.  

There *IS* something wrong with the prepaid website.

(edited)

Community Support

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231.4K Messages

10 months ago

Hey there, we want to help you access the PREPAID website again @arclem. Let's start with some troubleshooting. 

 

This might be caused by high latency with your network. For this reason, we recommend disconnecting all device from your network except one, and making sure this device is connected to Wi-Fi only

Once you've done this, follow this forums guide to run a traceroute on the PREPAID website. This will display all the hops and will let you know if it is timing out before you can access the website.

Please let us know if this helps.

Dylan, AT&T Community Specialist

New Member

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3 Messages

10 months ago

Dylan, I appreciate that you responded, but the response is completely unhelpful.  I'm not having internet connection issues of any kind, with ANY of my ISP's, on ANY OTHER website.  A ping request to paygonline.com gets this:

Ping request could not find host paygonline.com. Please check the name and try again.

And it doesn't matter what network I use; I've used three different ISP's, INCLUDING THE ONE ON AT&T's NETWORK!  Y'all sent a link - att.com/myprepaid - and it doesn't work on EITHER of my phones.  Same error:  NXDOMAIN.  

I apologize for the emphasis, but I'm not going to take the blame or spend hours trying futilely to diagnose what is clearly an issue on y'all's end, or with your DNS listing, not mine.  

(edited)

New Member

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3 Messages

10 months ago

And half an hour later, it appears y'all have fixed the DNS issue, and I can get to the site from every device.  Thanks for your help.

Community Support

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231.4K Messages

10 months ago

Thanks arclem for the update!

 

I'm glad everything is working, and it was a pleasure working with you.

 

Lets us know if you need assistance.

 

Thank you for reaching out to community forums.

 

Devin, AT&T Community Specialist 

New Member

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7 Messages

10 months ago

The prepaid website  www.paygonline.com

Does NOT work for me either

ERR_INTERNET_DISCONNECTED

Internet is not disconnected
Same computer, same browser that i always used.
Im typing this message on the same computer, same browser..
But only paygonline.com says the internet is disconnected.

(edited)

New Member

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4 Messages

10 months ago

So to answer some of the questions. I'm in Houston, Tx so inside the USA and mine keeps telling me it's having a issue with at&t's Ip  address for the prepaid website I have no issues using any of at&t's other sites obviously... But for some reason the paygonline website has lost its mind. 

New Member

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7 Messages

10 months ago

I just tried it on a different computer and different browser (Firefox)  and it worked.

On Vivaldi (Google Chrome Browser) it would not go to the paygonline website

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