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Sat, Jun 5, 2021 2:23 PM

Why doesn't the correct pin work when transferring billing responsibility?

I am so frustrated with this service. I am simply attempting to switch over billing responsibility. The prior individual on the account is moving out, and therefore someone else must take over. I have the account number, the pin, and the new individuals information. I did the online portion, and now it says I have to call in to confirm the transfer of billing. 

I have now called the AT&T customer service line on 7 separate occasions. 5 of these calls I was on hold in line to speak with someone for > 45 minutes, and I had to hang up because I did not have the time to sit and continue to wait. The other two times I have been on the phone, I give the CORRECT pin that I have received directly from the prior individual on the account, and both times we are told it is not working. 

How does this make any sense? It should not be this complicated to transfer over billing responsibility, and I am so frustrated I am about to just call it quits on this company altogether. You are driving away customers by creating multiple barriers to receive service and it is not worth my time or money. What can I do?


Community Support


189.5K Messages


Hi @annie2324, we would love to help you get finished with the Transfer of Billing Responsibility.


If you are the current account holder follow these steps:

  1. Go to Transfer Billing Responsibility
  2. Enter and review the account info to confirm it's correct.
  3. Create a 4-digit personal identification number (PIN). To complete the transfer process, the person taking over your service will need this PIN, your AT&T account number, and your ZIP Code.
  4. Follow the prompts to transfer billing responsibility.

If you are the party receiving the account, follow these steps:


Complete the following steps no later than 14 business days after the current account owner requests the transfer.

  1. Go to Accept Billing Responsibility.
  2. Enter the required info and select Next.
  3. Confirm that the account info is correct.
  4. Follow the prompts and agree to the Terms of Service. 
  5. Select Submit.
  6. Please call 1-800-288-2020 to complete your acceptance of AT&T billing responsibility. We’ll ask you for the AT&T account number and 4-digit PIN the current account owner gave you.

If you have any additional concerns, please feel free to reach out to us.

Thank you for contacting us on AT&T Community Forums!


Lafayette, AT&T Community Specialist

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