Att email requires new personal password loop

Hello, @Trekkie,

Thank you for reaching out. Here's the steps to add email to your iPhone. If you're still having issues setting up your email on the device, could you let us know what type of iPhone this is?

Thank you!

James, AT&T Community Specialist

I have the same issue on my iPhone 11 Pro and iPad 8, both IOS 14.2. I'm trying to set add an ATT sub-account in the Apple Mail app. It takes me to the ATT sign-in page where I enter my username and password (which works on a laptop), then takes me to a new page to Set Personal Password. It looks like I set a password (although why do I need to change it and why are there such strict limits on the types of special characters?), but when I get back to the Mail settings in the phone or tablet Settings app, the password is blank and it takes me through the same actions again. 

I was able to set up a new account in the Windows email app following the same procedure, but the Personal Password page changed my account password. After setting up this account I tried on my iPhone again and got the same sequence as before. The Apple devices want me to keep changing my password but never give me access to my email. I was able to add my primary ATT email but not a sub-account.

Exactly! I get the same or very similar loop, and it’s so frustrating. I can view email just fine with the password on a web browser but not an app. I read that att had changed their encryption requirements to supposedly improve security on third party apps, but the apps we’re using (things like outlook, Apple mail app, etc.) should work without issue. I tried the security key they recommend just to be safe, and still nothing. It’s very irritating.

Also, because I just saw the other response, it’s an iphone7 and also an iPad that’s only a year old, I forget the model. So it’s not the device causing the issue.

I am having the same looping issue. At first my primary account and one sub-account stopped working. I had the problem in all of my devices: iPhone (12 Pro Max), my iPad Pro (3rd Generation) and my MacBook Pro.  I started a chat with support and I was told to delete the accounts in my mail apps and reinstall the accounts. I did this, and it seem to solve the problem for these two email addresses. 

I am having the same looping issue. At first my primary account and one sub-account stopped working. I had the problem in all of my devices: iPhone (12 Pro Max), my iPad Pro (3rd Generation) and my MacBook Pro.  I started a chat with support and I was told to delete the accounts in my mail apps and reinstall the accounts. I did this, and it seem to solve the problem for these two email addresses. 

Thanks for that information, @Trekkie.

Sign into your myAT&T account, pick the iPhone 7 if you have more than one device on your account, and then use this tool to help you setup email on the iPhone. If you're still stuck in the loop, let us know so we can investigate further.

Have a great week.

James, AT&T Community Specialist

ATT Rep -- I don't know about Trekkie but I am still stuck in the loop. Following the link for "Cannot sign in/send or receive email," I get the same instructions I have been following and it still takes me to the Personal Password screen after entering email and password. 

Trying to follow the link for "Setup or Update Email Application" causes an error: Alert: Unfortunately, we are unable to access Troubleshoot & Resolve at this time. For further assistance, please visit att.com/esupport.

This issue seems to only affect my ATT email sub-accounts.

Hello @ATT&THelp James,

I tried clicking on the link you provided in your last post.  Unfortunately I got the following message:

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.  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) 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.

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.  

If you would please be so kind as to figure out what needs to be done to end this looping cycle?

Ditto everything MRSinks said. ^^^^^

Ditto what you guys said. I’ve followed the instructions laid out, and I’ve worked with phones and emails plenty of times before. This whole thing is so frustrating. I’m fairly confident it’s an issue on AT&T’s end, so I hope they address it.