Shop Now, Avoid Delays - Get Our Best Holiday Deals!
Need to update email settings?
ATTU-verseCare's profile
Community Support

Community Support

 • 

6.7K Messages

Wed, Jan 25, 2017 3:10 PM

Email Not Working - Troubleshooting Information from AT&T

Login and Email Solutions

 Resolve issues like:

  • Password Issues

  • Login/ Sign-in Issues

  • Webmail solutions

  • Compatible Browsers

  • Email going to trash

  • Client setup help

  • POP Settings

  • Spellcheck

Announcement: If you received an email to set up password recovery options for your AT&T Mail account, it is the real deal from AT&T. If you find out that you cannot remember your email or password, we have solutions for you below. 

Top 3 Email Solutions

Using a client? Can't Sign In? Yahoo.com vs Currently.com
If you are having a hard time using your client, you may need to set up AT&T's New Security Feature to sign-in. You can also check your mail via a browser. Sometimes we forget our passwords and enter the wrong one. Resetting your password is one of the fastest ways to get back into your account.  If you are routed to AT&T's Sign-in, this is normal. Just use your att.net, sbcglobal.net, or bellsouth.net as normal. 
Learn about Oauth and Secure Mail Key and compaible clients Make sure you are using the right ID. Find it now. Still having trouble? Using a different browser or clear cache and cookies

 

If you are still having issues with loading the login page, go to currently.com and click on the mail icon at the top right.

 

WebMail and Features Troubleshooting

  • Clear Cache and Cookies - The most common fix

  • Update Your Browser - many features are only compatible with the latest browser and we recommend updating it

  • Test signing in to your webmail using another browser

  • Disable browser tools or add-ons - varies by device and browser

  • Disable your firewall - varies by device and browser

  • Enable Adobe Flash Player - install flash player now

  • Make sure Java is up-to-date - https://www.java.com/en/download/

 

Have the right browser

Internet Explorer and/ or a Microsoft Edge browser older than 15.x, you will need to upgrade your browser to a supported browser. If you’re using FireFox, Chrome, and/or a Mac-based browser, just sit back, and relax.

 

Can you keep your email?

In short, yes you can! Our Free Email FAQs page has more information and things you need to know. Please check out the terms and conditions page for more information. 

 

Email Not Going Where It Is Supposed To?

  • Is Your Email Going Into Spam? Trash? Another Folder? - check the rules in webmail to make sure nothing is set up to forward

  • Hacked Email - If your email account was compromised, rules may have been set up without your knowledge

  • 3rd Party Browsers - If you are using a 3rd party mailbox like Outlook, disable it to make sure that mail box is not causing the issues

Note: Some 3rd party mail apps have been known to cause issues and send mail into trash. We highly recommend discontinuing the use of the app and using the Yahoo Mail App.

 

3rd Party Mailbox - (Outlook, Apple Mail, Mozilla Thunderbird)

You may need to update your client to work with Oauth. You will find step-by-step solutions in our Client Setup Page. You'll find solutions below for generic client issues:

  • Test using webmail - If you are able to sign in to your email via the web, the issue points to the app or mailbox you are using.

  • Mailboxes - we recommend using the latest version. Updates and changes may prevent it from working properly. 

  • Rebuild Mailbox profile - In some instances, rebuilding the profile fixes some issues. You may lose email doing this

  • Change your settings from POP to IMAP 

  • Test using webmail. If do not experience issues, it could be related to the 3rd party app

  • Client issues - If you are using POP, you must now use IMAP. There was a recent change, this article will explain further

  • AT&T does not officially support or troubleshoot mailboxes/ clients like Outlook

Note: For those of you using Evolution and having issues sending email, go into setting and find Disable Settings For All POP3 Extensions and select it.

Having trouble with Outlook, check out this thread from one of our community members. 

 

POP Vs IMAP Settings

Due to maintenance to upgrade the legacy IMAP host to a modernized IMAP infrastructure, some customers may get an SSL Certificate mismatch error within their e-mail client or mobile device

  • Accept the mismatch to update the SSL certificate for the e-mail to work as normal.

  • If there is no option to accept the certificate, remove the e-mail account and set it up again.

  • For older Android devices without auto-setup change the following settings. 

Incoming Mail Server (IMAP) Outgoing Mail Server (SMTP)
  • Server - imap.mail.att.net

  • Port - 993

  • Requires SSL – Yes

  • Server - smtp.mail.att.net

  • Port - 465 or 587

  • Requires SSL - Yes

  • Requires authentication - Yes

  • Your sign-in info: full email, account password, requires authentication: yes

Spellcheck 

The spellcheck feature is no longer supported via webmail and now defaults to the browser spell check option. 

  

ChrisZ, AT&T Community Specialist 

 

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

1 Attachment

Accepted Solution

Official Solution

Moderator

 • 

1.1K Messages

1 y ago

All,

AT&T and Yahoo are making your email more secure. This new security implementation, also known as Open Authentication (OAuth), works by encrypting your credentials to better protect them from hackers.

 

During this change, you may have trouble logging into some email applications, especially if you cannot remember your password. You will find steps that will help you address your sign in woes. If you have a mail client, you may need to update your settings with our step-by-step guide.

 

If your email program or app does not have OAuth technology, each of your AT&T email addresses and subaccounts will only be able to access your AT&T email program or app using a 16-character Secure Mail Key.

Follow these steps to create a Secure Mail Key from your mobile device, tablet, or computer.

Thanks,

The AT&T Community Team

(edited)

Accepted Solution

Community Support

 • 

6.7K Messages

5 y ago

Having trouble viewing your email or with certain features? Check out some helpful information above!

 

-ATTU-verseCare

athenian

Scholar

 • 

286 Messages

5 y ago

In the never ending degredation of Yahoo Mail, the ability to consolidate mail seems to have been sabotaged again.    I've spent the better part of the afternoon trying to find someone who knows enough about the webmail client to at least open a trouble report but no one seems responsible.

 

I used the "Accounts" entry in Settings to add two other ATT accounts.   Until Christmas Day, I could "Check Mail" and pull mail from those other accounts into my mailbox.   This no longer works.   For one account, I get an error message about the server name, for the other nothing happens.

 

The pop mail server shown is pops://pop.mail.yahoo.com:995.     If I change it to pop.inbound.att.net, I don't get an error message but  get no mail either.  Does anyone know how to get this back working?

ATTHelp

Community Support

 • 

176.5K Messages

5 y ago

Hi @athenian,

 

Are you able to change the option to inbound.att.net to see if there it works at that point? 

 

-ATTU-verseCare

athenian

Scholar

 • 

286 Messages

5 y ago

I've tried several things over the past several days.   "inbound.att.net" is insufficient because the server requires a secure connection.   I set it to "pops://inbound.att.net:995 which resulted in pulling 250+ (dating from October) over and over, then nothing.    There is new mail in that box but it's now been 24 hours since anything came.

 

I spent over 3 hours on the phone with various ATT reps yesterday and not one of them had the any understanding whatsoever of this feature.   One person tried to help by reading instructions that were apparently outdated because they didn't match the screens.   Twice I was transferred to a fee based "help" (for a problem that is clearly a fault in the mail system) only to be disconnected.  During the last call, I asked to speak to a supervisor and was told that someone would return my call in 15 minutes -- an never received any callback.

 

I do not understand why I am paying ATT for  such inferior service.   There does not seem to be any interest in actually solving the problem.   If an issue cannot be solved via FAQs, the customer is completely on his/her own -- there is apparently no escalation process and no way to actually file a report about a broken function.   Someone somewhere should be responsible for this but whoever that is must have a pretty easy job because the tech support organization doesn't have the  slightest idea of how to get there.

 

  

ATTHelp

Community Support

 • 

176.5K Messages

5 y ago

Hi,

 

We apologize about the issues. With the other accounts in question, are they AT&T accounts? In the meantime, we suggest using a 3rd party E-mail program, like outlook, to consolidate your accounts.

 

-ATTU-verseCare

athenian

Scholar

 • 

286 Messages

5 y ago

The extra accounts are both associated with my ATT Uverse account.    As I stated in my original message, this worked fine until Dec 25.   Something changed on that date.

 

I actually prefer to use Outlook and do for my personal mail.     I have no desire whatsoever to download hundreds of promotions and ads every week into my offline store. I use this additional accounts feature in one of my web mail accounts (which is largely devoted to that sort of mail) to be able to manage my personal mail from secondary computers and while traveling.  

 

I suspect that this feature has been permanently broken by whatever happened over Christmas weekend.   The ability to add accounts was dropped without notice last fall (see my previous message)  and now accounts that were already there and working have been broken.

 

The Yahoo! development team will probably say that this feature has been superceded by the ability to switch accounts ...which is wrong.   I don't want to be clicking around from mailbox to mailbox: I want to be able to see at a glance, what has come in from different sources and take appropriate action.

 

Again, I don't know why we are paying ATT for such an inferior mail service.   I'm well aware that I can go to GMail or elsewhere but then....what am I paying for here?   Every time something changes at Yahoo!, customers are told that ATT has no control.   Why are they paying Yahoo! anything then?  And why can't ATT representatives at least be aware (and customers notified) when these things are changed/discontinued?

athenian

Scholar

 • 

286 Messages

5 y ago

Please note that this page - https://www.att.com/support/article/email-support/KM1010559 - was problematic when I posted about problems over a year ago and is still there misleading customers.  There is currently no way for anyone to "Get all your email in one place with AT&T email".

(edited)

athenian

Scholar

 • 

286 Messages

5 y ago

I want what Yahoo! and ATT advertise:

 

"Multiple Mailboxes in Yahoo Mail lets you manage multiple email accounts without having to switch between them, for a seamless email experience. It’s fast and easy to read, compose, and sort all your email across all your mailboxes. You can also search across mailboxes and find the photos, files, messages, or people you’re looking for without having to switch between email accounts."

 

 

athenian

Scholar

 • 

286 Messages

5 y ago

This is another longstanding problem about which I've never received an answer: Why doesn't the search icon next to the sender's name in the mail list do what it says.   In other words, why doesn't "Search for messages from this sender" do an actual search in the "From" field for the specified email address?   The same thing happens if I open a message, hover over the Sender's name then select "Search emails".  Instead of getting a search for that specific e -mail address, what I get is an  key word search using OR operators.   That means I have to refine  everytime.  

 

This is a problem for anyone who is trying to actually manage his/her mailbox and weed out old, unwanted items.   When I search for messages from a vendor for example, the exact email address is important.  I don't want to see messages relating to actual correspondance with customer service mixed in with the daily onslaught of ads.    What's the point of that icon if not to help people do efficient searches?

ATTHelp

Community Support

 • 

176.5K Messages

5 y ago

Hi @athenian,

 

We tested the search here and did not see an issue. Make sure you have the latest browser update.

 

-ATTU-verseCare

athenian

Scholar

 • 

286 Messages

5 y ago

It has nothing to do with the browser, please test again.

 

The easiest way to test this is to start with a list of message from different addresses in the same organization (eg. info, promo, customer service, etc.)  @company.    Open one, highlight the sender field then search from one of them, the result will include all because it is doing a keyword OR search.  The only way to get an exact sender search is to manually type it in the Sender field on the refine panel or to start the search by manually using the operators -- "from:address@domain".  The point though is that the search icon next to the Sender field (or in the header detail) doesn't do a sender sarch.

 

This has been true every since mail was "improved" -- it's a sloppy implementation of search.

 

Athena

athenian

Scholar

 • 

286 Messages

5 y ago

Also, if you search using the icon next to the Sender name then delete all, you will get a message saying that there are no messages with the keyword [whatever], not that there are no more messages from [whatever].    And if you use the refine search, you'll note that the from field is blank...because the search is not an actual from search

athenian

Scholar

 • 

286 Messages

5 y ago

BTW - I reported this a year and a half ago.   Sometimes it seems that the AT&T reps blame "the browser" for everything rather than actually testing the scenarios as presented.  It's a wonder that anything ever gets fixed since the people who are responsible for forwarding problems routinely dismiss real issues.

 

This is a bad problem because it makes the user do much more work than should be necessary.   If I can't automatically separate the promotional messages from actual correspondence with a company, I can't keep track of important mail.   Even if I filter promotional messages into a separate folder, I still can't search and delete them in one go because the search is not limited to that folder.

 

And again...it hasn't always been this way.   Before mail was "improved", these built-in searches worked properly.  

athenian

Scholar

 • 

286 Messages

5 y ago

So...are we supposed to just forget about every getting this feature to work?   Is there at least a proper channel to report it as broken?    And why is the AT&T "help" information more than a year out of date?  Bottom line: who is reponsible for seeing that AT&T customers actually get what AT&T advertises?

Need help?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.