AT&T Community Forums

Stuck in the middle of activating Pre-Paid SIM card

I'm attempting to activate my SIM card (while keeping my old number). I ordered a SIM card with the 75$ per month plan, Put it in my phone today, followed the instructions in the quick start guide and dialed the activation code, it prompted me to turn my phone off for 10 minutes, and nothing happened when i turned it back on. the SIM card doesn't seem activated, however when I go to https://www.att.com/prepaid/activations/#/activate.html and type in my ICCID number and IMEI number of my phone, it says the SIM is activated and gives me the number of my current phone (from Cricket Wireless, which i am attempting to keep.) I can't log into an ATT prepaid account, it says the information is invalid when entering my phone number. I can't even reset the password. When I call the activation 877 number, it says my phone number isn't recognized, and seems to be impossible to speak to a human about whats going on.

Also, I can't go to an ATT store, as they're all closed for at least a month.

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ljr

New Member

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7 Messages

4 years ago

@xcluck I am having the exact same issue. There is no option to actually speak to someone! The automated line only recognizes numbers that have the port completed. Mine says confirmed on status not completed. Spoke with Tello and was told the request was sent four days ago. Was told ATT needs to cancel port request and send another one. And I still don't have service I paid for!

Can someone please provide some other option than an automated line?

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ATTHelp

Community Support

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225.8K Messages

4 years ago

Hey @xcluck,

We are sorry you could verify your SIM has been activated and couldn't also access your account. Allow us to work with you to find out why.

We want to know:

* if you are getting any error code whenever you turn your device on

* if the $75 plan is already activated

* what type of device you are using the SIM card with

* what error you get when you attempt to log in to your prepaid account

Please try to reset your password again and see if you succeed this time.

Please reach back so we can assist further.

Doyin, AT&T Community Specialist,

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xcluck

New Member

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6 Messages

I get no error code when I turn my device on.

I have not been charged for the plan to my knowledge.

I'm using the SIM with a Samsung Galaxy S9, which is unlocked.

When I attempt to log in, I get the message "The information provided is not valid. Please try again."

I receive the same message when attempting to reset the password.

I contacted someone at a local ATT store, and while he was unable to help me in the store, stating that I would have to call support, he was able to see my account give me the phrases "reserved mobile status" and "tentative account status" to use in case I was able to get a hold of prepaid customer care (which I can't, as the robot doesn't seem to recognize the phone number and won't connect me to an operator.)

(edited)

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4 years ago

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ATTHelp

Community Support

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225.8K Messages

Hello @xcluck,

Thank you for reaching back out to us.

First things first, please edit/remove your latest reply to remove your account number from the public view. We want to keep your account information secure at all times.

Once that's been completed, you can submit your payment for an AT&T PREPAID plan and complete the checkout process to Bring your own phone to AT&T PREPAID at the link provided.

Let us know if this helps!

Sean, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

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4 years ago

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jblondin

New Member

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2 Messages

@ATTHelp Hi Sean...I have the exact same problem this fella is having. Can you take a look at my post?

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4 years ago

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xcluck

New Member

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6 Messages

@ATTHelp I can't do that, because I've already done it, that's how I got the SIM card in the first place. If I try to order a new one, I get the message that "a transfer request for that number is still in progress." That seems to be the issue, the transfer request hasn't gone through yet (it's been a week).

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4 years ago

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xcluck

New Member

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6 Messages

@ATTHelp

EDIT: I called the Number Transfer Request Line, and it stated that the number transfer request has been approved, and it transfers me to the prepaid line. when I enter my number, it says "I can't find a match for that number." and that's as far as I can get.

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4 years ago

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edb1

New Member

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5 Messages

2 years ago

Hi, I'm having the exact same problem, did this get resolved for anyone?

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ATTHelp

Community Support

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225.8K Messages

2 years ago

Hi @edb1! Let's address your Prepaid Activation inquiry!

Please let us know what device you are currently using, if your device is unlocked or have a prepaid device which is required for AT&T prepaid.

Also, please confirm if you are an existing customer or a new customer. Learn more Activating Your SIM Card and Using your own device with AT&T Prepaid. This provides steps on how to activate your bring your own device.

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

Rhoda, AT&T Community Specialist

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edb1

New Member

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5 Messages

2 years ago

Hi Rhoda, it is an unlocked Iphone 12, I'm a returning customer (trying) with an account number. The AT&T store recommended me to call +18009019878, this got me nowhere. People I spoke with at the AT&T account activation team were not able to help me either.

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edb1

New Member

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5 Messages

2 years ago

Btw, when trying to activate online I get this message: "GA309 : Oops, we hit a snag. Come back later and try again."

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ATTHelp

Community Support

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225.8K Messages

2 years ago

Hello @edb1 ! Allow for us to further investigate into your Prepaid SIM card questions!

Before we continue, we would need a little more information from you to gauge a better understanding:

When you mentioned that you contacted the account activation team, did they give you any leeway to a resolution outside of them? What did the Account Activation team say was the reason?
Where did you purchase the Prepaid SIM card? Was it purchased at an AT&T store or at a third-party seller (Walmart, Target, etc.)
Did your previously come from Cricket Wireless as OP has stated, or did it come from another retailer?
- Please provide as much information as possible so we can proceed accordingly.

We kindly await your response!

Ty, AT&T Community Specialist

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edb1

New Member

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5 Messages

2 years ago

Hi Ty,

Hereby the requested information.

The account activation team tried to connect me with a prepaid agent for over two hours and then pointed me to the prepaid activation line that got me nowhere.
I purchased it through online through AT&T.com
I ported the number from Google Voice, the number is unlocked.

Thanks.

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ATTHelp

Community Support

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225.8K Messages

2 years ago

Hi @edb1! Let's address your Prepaid Number Transfer!

Please let us know if you followed the steps on the link provided to transfer your number and port in request, if yes Check the status of your Transfer request. It takes up to 7 business days for the transfer and port in approval.

Reach back to us if you have any additional questions!

Rhoda, AT&T Community Specialist

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edb1

New Member

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5 Messages

2 years ago

Thanks Rhoda,

I get the following message: "Your transfer is in progress You’re all set. Your former service provider has approved your request to transfer XXX.XXXX.XXXX Your transfer will be completed when you activate your AT&T service for the number. If you have a device shipped to you, make sure you activate it once it arrives. Click here to activate."
I get the following message on the activation site: "ACT117 : Looks like you have an AT&T PREPAID account. No activation needed. To manage your AT&T PREPAID account, go to att.com/AT&T PREPAID (ACT117).
I get the following message on the PREPAID activation site when trying to register as a new user to activate my account: "The information (Phone number) provided is not valid. Please try again".

So basically I'm stuck.

Thanks.

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xcluck

Stuck in the middle of activating Pre-Paid SIM card

ljr

ATTHelp

xcluck

ATTHelp

jblondin

xcluck

xcluck

edb1

ATTHelp

edb1

edb1

ATTHelp

edb1

ATTHelp

edb1

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