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14 Messages

Wed, Dec 9, 2020 9:40 PM

AT&T e-mail requiring a new password continuous loop

I am having a login problem that is causing a looping issue.  I have seen this same issue posted in this forum and I have added my comments to this other thread, however the AT&T help specialist has not responded to any of my comments in that thread (only the original member that started the thread.  So, I am re-posting most of what I had said on a new thread in hopes in getting a solution to my problem.  

First my primary account and one sub-account stopped working.  I received a message that I had an Account Error.  I would click on the details and received a message that said:

Cannot Get Mail
No Password provided for [Email address] 

Please go to Mail Account Settings and enter a password.

These accounts had been working for many years and the passwords were indeed entered in the mail settings.  I had the problem in all of my devices: iPhone (12 Pro Max), my iPad Pro (3rd Generation) and my MacBook Pro.  In order to try to solve this issue, I started a chat with support, and I was told to delete the accounts in my mail apps and reinstall the accounts (I was told to use the yahoo! set up to re-establish my accounts. I did this, and it seem to solve the problem for these two email addresses. 

Then my wife’s sub-account stopped working. Just like when my account stopped working, it failed on all of her devices. So, I tried deleting the account in her mail app and reinstalling it. However, this time after I entered the Account e-mail address on the Yahoo page, I was taken to the AT&T sign in page.  I entered the e-mail address and password and then I was taken to a page that asked me to set my personal password.  No matter what I entered on this page I was taken back to the Sign In page, and then after I signed in again, I was again directed to the Set Personal Password.  I have tried to enter the current password at this final page and I am thrown back into the loop.  I have tried to change the password here and I still get thrown back into the loop (and then I get a letter in the regular mail from AT&T telling me that the password was changed for my sub-account).

Then a few days later another one of my sub-accounts stopped working, again trying to reinstall the account it went into this same loop. And just a couple of days later (the day I started commenting in the other thread) another one of my sub-accounts stop working. It seems that all of my sub-accounts are failing one at a time every few of days. 

I have tried to reinstall the sub-account on all three of my devices all with the same results, getting stuck in that loop. I even tried to download a different mail client to see if it was a problem with the Apple Apps. I had the same problem getting stuck in the loop.

We can only access these sub-accounts now through a browser. This is a problem because we can only review one account at a time and now we do not get notified when we have new mail. So we have to constantly be checking each account separately to see if we have received any new mail.  This is time consuming and not very convenient.

I am aware of that yahoo!/AT&T have initiated new security protocols, however as this looping problem has occurred on six different devices that all worked correctly prior to these mail changes, I can only surmise that there is a bug and this new mail protocol that needs to be fixed.

Now ATTHelp on the other thread had posted a few items to try to solve the issue and all of us on this other thread tried these to fix the issue unfortunately none of them solved the problem.  What I have tried is:

Uninstall the account and then reinstall it.  This is where the loop issue started.

ATTHelp provided a link to help trouble shoot the issue, unfortunately when I clicked on the link it took me to a page that said:

Alert! Unfortunately, we are unable to access Troubleshoot & Resolve at this time. For further assistance, please visit att.com/esupport. 

However, I have added e-mail accounts to my devices many times.  The last time was when I was in a chat with AT&T support.  As I stated earlier, he had told me to use the yahoo! setup for these accounts.  To show you that I understand how to add an account to my mail App, I will list the steps involved (along with screen shots of each step) to show you that we are following the steps outlined and still get caught into this loop.

1. I navigate to my settings, then click on Mail, then click on Add Account.
2. This takes me to the add account page (see 1-Add_account.PNG)
3. I click on the yahoo! link to add the account
4. This takes me to a yahoo! Sign In page (see 2-SignIn_Yahoo.PNG)
5. Here I enter the e-mail address of the recently deleted sub-account.
6. After I click Next, I am taken to a Sign In page for AT&T (see 3-SignIn_ATT.PNG)
7. I enter my credentials here (I even check the box to show the password to make sure it is correct).
8. When I click Sign In I am taken to the Set Personal Password page (see 4-Set_Personal_Password.PNG). And this is where the loop starts.

Next ATTHelp suggested that we log into our account on our browser on our phone instead of the Mail App.  He said that sometimes this clears the logjam.  This was no help for me.  I tried his suggestion of logging into my sub-accounts on my iPhone browser (Safari). I tried this with two different accounts. Even though I could get to my e-mail through the Browser, still no luck in the Mail App and I am still getting stuck in the loop. 


ATTHelp had asked in the other thread if the email was a yahoo! account or one of the AT&T related email accounts.  My response was I am using the standard Apple mail client (the one that comes with iOS on my phone & iPad).  I have had this account since 2004 when I first got U-verse (and had my original e-mail address since the 90’s when I was on DSL). Up until AT&T/yahoo! pushed this security patch I have not had any issues with retrieving my e-mail on any of my devices. 


In the last post by ATTHelp he provided two suggestions: 


Sounds like you may need to Verify your Email Settings to make sure they're set to work with your email through mail applications.  I have done this step.  The Yahoo set up accounts (my primary e-mail address and one sub-account e-mail) work using the Yahoo imap.mail.yahoo.com for inbound & smtp.mail.yahoo.com for outbound.  I have verified that the other sub-accounts are using the correct settings (from the AT&T support) imap.mail.att.net Server Port 993 for inbound and smtp.mail.att.net Server Port 587 for outbound mail.


You may also need to resync your account, which you can do by Resetting your Password.  I have also reset my password for multiple sub-accounts that are not working.  I waited 24 hours to see it the system will resync and this has not solved this issue either.


Sorry for the long post, but I wanted to let you know that I have tried all of these solutions and am still having issues getting into these sub-accounts.

New Member

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6 Messages

1年前

I have the exact same problem.  I have spent two days, and too way too much time searching online and talking to ATT reps.  I've added secure mail keys, deleted accounts and tried adding them back only to be blocked by the loop-of-death asking me to create a new password (and even if you do, it doesn't take!).  I was able to delete and add one account.  This is soooo frustrating, and should not be this hard!

ACE - Sage

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97.4K Messages

1年前

The Simple Solution is to install a dedicated application Yahoo mail rather than use the pre-installed email application on your phone. This goes for Android as well as iPhone.   It's somewhat less efficient, but at least email works. 

New Member

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6 Messages

1年前

Unfortunately, using the Yahoo dedicated app does not work.  When I try and add the emails in questions, I get the "loop of death".  I have been on the phone with ATT support for HOURS trying to get this resolved.  

New Member

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6 Messages

1年前

The ONLY way to view my emails is through currently.com.  NOT my preferred choice.

New Member

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6 Messages

1年前

I went through hours of ATT tech support to eventually be kicked up to Tier 2.  However, Tier 2 support is a subscription service ($15 per month) and "helps" you log into 3rd party vendors.  ATT apparently is NOT the provider of email . . . Yahoo is.

That being said, I am up for the challenge to try and find a solution.  In the interim, I created a gmail account, and had no problems adding it to my Apple mail.  One work around would be to dump the ATT emails all together and go with another provider, like gmail.  That is looking more and more appealing at this point.

New Member

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6 Messages

1年前

Okay, everything is now working a-okay out of the blue.  Just like it stopped working out of the blue.  I went into my ATT account, went to Manage My Profile, then to Manage Sub accounts.  I changed a few passwords and tried to add them to my phone.  It worked!!  Then I tried to add a blocked account without changing the password, and it worked!  

So, I avoided paying $15 a month for Tier 2 customer support, got everything up and running and can only conclude that the issues were the result of a change in Yahoo and not anything I had done.  I also think Yahoo tweaked things again to grant access to those locked out. 

It's been a frustrating 6 days, but am happy to report everything is working and hopefully will continue to do so.  I also have a lot of new Secure Mail Keys tied to all our att.net email accounts, so it hasn't been a complete waste of time . . . .

New Member

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12 Messages

1年前

I am having the exact same issue!  iPhone 8, latest OS... everything worked fine and then POW!  Nothing worked.  Tried all the steps from what was described above.. still no mail.  Even tried the Yahoo Mail app - no joy.  What gives ATT??  This is crazy!  What's causing all of your users to have such trouble when we, your customers, haven't changed a thing?

New Member

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14 Messages

1年前

I don't think that AT&T is responding to this issue, I don't even know if they are reading this thread.  I had started this thread as I was responding to another user's thread that was having the same issue, and on that thread an AT&T employee was responding.  However he was only responding to the original person that started the post and not answering any of the questions or comments from the other members (including me) that were posting. 

I had three sub-accounts mail addresses that had stopped working.  As Snimils had posted that his had started working, I checked mine.  One of my three sub-accounts suddenly started to work again.  I was able to add it back in to my mail apps on my Laptop, my Phone and my iPad.  My second account still gets caught in the loop and frankly I have not tried my third account yet (it is my wife's account).

So I can only assume that what ever caused these accounts to fail (and they failed one at a time) is being fixed one at a time.

New Member

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12 Messages

1年前

I do support for a senior community and I'd say about 50% of all users have now run into this crazy problem!   I feel horrible that I can't actually solve it... and the YAHOO MAIL app doesn't work the majority of the time.

It maddening that the passwords (changed or resest) work perfectly in the Yahoo web site, but the Oath security (even on BRAND NEW devices) doesn't pass muster on the software of IOS mail. 

One recent client has ATT for their Internet and TV...  their User ID is the same Att.net email address they've had for years (even prior to signing up for TV)...  strangely, their account shows the same email address in their ATT account page (at the bottom) as a "LINKED ACCOUNT"???  How is it linked when it's actually an Att.net email address?   She doesn't have any secondary email addresses... and yet THIS one still gives me the "Reset Personal Password" loop every time.  Driving me mad!

Any suggestions/advice?

Thanks!

New Member

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1 Message

1年前

(added to original post: I have a paid att.net account as part of my u-verse internet service. All my e-mail accounts are part of my paid account name@att.net)

I have been having the problems described above on my iMac, iPad and iPhone.  I am using the apple mail program on all devices. My accounts that are having this problem have all been sub accounts.  Finally got things to work by using secure mail keys.  Note that you will need to get a different secure mail key for each device, and obtain the secure mail key on the device that will be using it.  The two scenario fixes are described below.

1) the mail program already has the account but it is complaining about the password.  In a web browser log into att.com and then into the account that is failing.  Go to Profile page.  At the bottom of the profile page go to "Manage secure mail key".  Add secure mail key.  For the Nickname use something that identifies which platform is creating this secure mail key.  This key is only valid on the platform that created it (iPhone, iPad, Mac ...). Copy the key into your clipboard and paste it into your password for the failing mail account.  This worked for me.

2) You are trying to create a new mail account and are stuck in the password loop. Create a secure mail key as described in 1) above for the account you are creating.(Note: I am using Apple devices.). Add an email account but do NOT select Yahoo!, select add other account and then choose "Mail Account" (blue square with @).  When entering the password use the same password that you use when logging into this account via a web browser.  This is going to fail but that is ok.  After the failure paste in the Secure mail key you created into the password field and this will hopefully succeed .

(edited)

New Member

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14 Messages

1年前

Update to my original issue. All of my sub-accounts, except one, have mysteriously started to work correctly again. All I had to do is delete the account on each device and then add the account back. I had to do this on each device (laptop, iPad & iPhone). I have not done anything different, I just checked them to see if they have return.  So what ever Yahoo or AT&T did to cause this issue, it seems to me that they are slowly fixing it. 

New Member

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14 Messages

1年前

I’ll update if and when the last one comes back. 

New Member

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12 Messages

1年前

Hey Rocky,

Thanks for the description.  That's exactly what we've been trying on numerous accounts.  Nearly all of them are Primary accounts (ATT.net, SBCglobal.net.. ) the majority have been migrated (free) accounts after leaving ATT, or DirectTV.. 

The web login works fine with the original account password - we've been simply making shortcuts to the Yahoo web login for the time being, but most of our clients hate the Yahoo interface.

The secure mail key appears to be Verizon/ATT's compromise to appease disgruntled free users, basically saying "Just use the secure key!" only, that does not work on over half the devices and platforms we assist with.

I've documented the process and failures in videos and sent to ATT and Yahoo but I only hear back saying "We're aware of the issue, and recommend using secure mail keys instead of account passwords."  Well, yeah?  But that doesn't always work!  The ATT loop returns, or the SBCGlobal account doesn't provide a link to create secure mail keys.  

HELP!!!  And Thanks again for your write-up Rocky..  That may help someone!

New Member

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12 Messages

1年前

MRSinks - Are you using the new secure mail key, or your original account password? 

In setting up the accounts again... are you using the YAHOO mail option on OS devices, or OTHER?

Thanks!

New Member

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14 Messages

1年前

sdpcmedics, I used the original password (the same one that we used to get our mail through a browser). Unfortunately I was one of the many that a secure mail key did not work on the first sub-accounts that stopped working. So I stopped trying to revive them with a secure mail key (as per AT&T support Apple mail apps comply with OAuth and are not supposed to need secure key). 

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