We have an AT&T Prepaid phone we cannot access online

Let's help you with your account log in inquiry, ccbbb23_FDI. 

We do agree with our ACEs. Double check that you're accessing the AT&T PREPAID portal. From the error message that you're receiving, we believe the number you're inquiring about isn't AT&T PREPAID. Also, your device settings may list which service provider it's associated with. If you'd like, we can invite you in to a DM, then we can check if the number can be accessed in our system.       

Thank you for reaching out to the AT&T Community!

Jonye, AT&T Community Specialist

There are multiple prepaid carriers which resell At&t service and use AT&T SIM cards. 

If indeed At&t prepaid, You should be logging into the pay go online websites with a 10-digit phone number. You would have to reset the alphanumeric password if you do not have it.

Why can’t you access your account? What error do you get? What url are you using, are you sure you are going to the prepaid website? There are no statements, prepaid does not have a bill or statements.

Formerlyknowas:

I am going to the same Prepaid AT&T website that I go to for our other AT&T prepaid phones.  I did not know other companies resell AT&T SIMs.

Sandblaster:

That is why I am posting here. I do not know why I cannot. The error I get is "The information provided is not valid" when I try to reset the password or the PIN for the number.  Yes and No. Yes, prepaid phones doesn't send you statements. No, you can get them from the website.  Anyway, I am guessing that the AT&T service is through another provider.

If you are going to the right website and it’s saying that number is invalid, then yes, I’d say that number is not ATT prepaid but some other carrier that uses ATT’s network.

Look in settings, about phone sim card information.  If it's an mvno, it may say which one

Sandblaster

Okay

Formerlyknowas

Okay. I will tell them to do that. Thanks!

Hiya,

I have updated information. We had the staff that is assigned to the phone call 611. They told us that the account is an AT&T account. They said we can go to the AT&T page, put in our PIN and account number, and we could access the account. The thing is, that they would not give us the account number. They would give us the PIN though.

How do we move forward now?

Whoever has this phone and phone number is the person who has access to the account. To get the account number the person with that phone needs to call 611 and ask for it.

If they don't know the pin number then they must reset the pin number through that phone. It will be reset by text message.

Same thing with the alphanumeric password.

Prepaid is accessed on the pay go online website, with the phone number as the user ID, alphanumeric password

    Is this not how you access the other phone accounts? 

Hiya, thank you. When we call 611, they will not give us the account number. We have the PIN number. They will even give us the opportunity to reset it if we want, but they will not give us the account number. They will let us change the credit card number. However, they will not let us do anything else. They say we are not the account holder.

I am now thinking that this may not be a pre-paid but a regular cell phone account.

Well that might be pretty easy to determine, how much are you paying for it?

If you go to the pay go online website and enter the 10-digit phone number does it say it's not recognized? 

Hiya, the price is similar to all the pre-paid phones we have had in the past. So we cannot tell the difference. And the wording charge on the Visa statement is identical to the wording on the charges from the pre-paid we had just a couple of months ago.

But, when we do enter the number at the pre-paid web site, it does say invalid.