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Shadow_Warrior's profile

New Member


2 Messages

Fri, May 6, 2022 5:01 AM

"The account has been disconnected. Please contact Customer Service."

I'm not able to login to my prepaid account, receiving message as above when trying. Balance expiration date May 26th.

I'm currently out of the US and can't use my AT&T # from where I'm at.

Is there any chance to get some assistance to reach my account?

Accepted Solution

Official Solution


Community Support


195.4K Messages


We want to help shed some light on what's happening with your AT&T PREPAID account @Shadow_Warrior.


Beginning March 1, 2022, we sent cancellation notices informing session-based customers (AT&T PREPAID) that their account will be canceled on or after April 19, 2022, if they have not taken steps to upgrade to a compatible device.


For more information, please visit our support site for the 3G Network Shutdown.


While at the store they can reactivate your account with your old number if it is still available. You can also make an appointment with the store to avoid long wait times, just choose your location and the store you want to visit and then schedule the time that works best for you.

  • If this option is not available, you will need to upgrade to a device that is supported on our network. Talk and data services will only work for AT&T PREPAID wireless phones and devices that support at least 4G LTE and HD Voice

It would be best to visit one of our AT&T Retail Stores to see if your number is available. However, we can not guarantee that you will be able to get your number back at this time. 


If you are not planning to upgrade your device, and have concerns about the remaining balance/refund on your PREPAID account, please contact us directly for assistance at 611 from your AT&T PREPAID phone or call 800.901.9878 from another phone. To best serve you while out of the country; please call +1.314.925.6925. Thank you for contacting AT&T Community Forums. 


Alasani, AT&T Community Specialist. 

New Member


2 Messages


Thanks for your prompt reply!

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