IssuesAgain's profile

Tutor

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5 Messages

Mon, Feb 4, 2019 4:02 AM

someone hacked my e-mail

On or about the morning of 2/2/19, we started getting messages on our cell phones and laptop that we were "unable to sign-in" to our sbcglobal.net e-mail account.

We sign in on laptop through Yahoo home page with no issues up to 2/2/19.  Prior to this, there were no issues.  Originally, we thought that either Verizon, Yahoo or AT&T were having issues and tried waiting it out.  Still not able to access this e-mail account.  When we try to use the "Forgot Password" or Reset Password, we are given a message that states, "For security purposes, please verify the missing digits."  This recovery string of numbers does NOT match any numbers that we use for back up to e-mail.  I have tried the online tips to no avail.  I need someone in chat to walk me through fixing this issue.  Now, we believe that this e-mail account has been hijacked.  How do I get this fixed?

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Official Solution

_xyzzy_

Expert

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15K Messages

3 y ago

Recovery number shown during reset does not match any numbers we use for recovery.

I don't know what "recovery numbers" you are talking about unless it's some sort of reCAPTCHA.

 

The usual way to resetting your password are using your security questions and in addition with Forgot ID/Password you could use your rrcovery email address or snail mail to your billing address to get a temp password.  If you don't know your security questions (or they don't work), not a paying customer so there is no billing address, or made the mistake of using your email address as the recovery address for the email you are trying to recover then all I can suggest is to call the Digital Assistance Center (877-273-2728).

 

Also if you ever do get this fixed I recommend you change the password setting in your email client apps (e.g., Thunderbird, Outlook, mobile email client apps, etc.) to use a secure mail key instead.  Read this (which includes a link to how to create a secure mail key).

 

_xyzzy_

Expert

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15K Messages

3 y ago

Do you have a legacy account (e.g. sbcglobal.net, pacbell.net, bellsouth.net, etc., i.e., any att domain other than att.net)?

Can you still log into the webmail?

If the "forget" in the login dialog isn't working can you use Forgot ID/Password?

Tutor

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5 Messages

3 y ago

We have a sbcglobal.net account.  Unable to login or reset password. Recovery number shown during reset does not match any numbers we use for recovery.

Tutor

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5 Messages

3 y ago

Re: someone hacked my e-mail

We have a sbcglobalnet account.  Unable to login or reset password from any device. Recovery number shown during reset does not match any numbers we use for recovery.

Tutor

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5 Messages

3 y ago

Thank you Ace.  Will try your suggestions.

FYI - The recovery number was a cell phone number associated with the account to recover the account along with another e-mail account.This account did not have security questions.

_xyzzy_

Expert

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15K Messages

3 y ago

FYI - The recovery number was a cell phone number associated with the account to recover the account along with another e-mail account.This account did not have security questions.

Ah, ok.  You didn't mention the "recovery string of numbers" in your first post was actually a telephone number! Man Surprised  Now it's clear.  And using a different recovery email address was smart and the proper thing to do. If you got that far I am not sure why it shouldn't work.  But then with legacy accounts all bets are off.

Tutor

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5 Messages

3 y ago

Finally got the issues resolved with our sbcglobal.net account.  None of the other tips given worked this time.  I called the Digital Assistance Number at 877-273-2728.  They walked me through the process and we were finally up and running.  This is what they told me to do in the future to recover / change my password:  Go to ATT.com home page.  Click "Sign-In".  IF the e-mail you need to recover / change is not shown....drop to the next line where it says "Enter a different ID".  Enter e-mail there and follow the prompts.
Thank you to everyone who helped. 

Contributor

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1 Message

2 y ago

If someone hacked your account and then you need to recover your password as soon as possible. Hacker hack your password and change the password so you won't be able to access your account. Go to the password recovery option via "Forgot Password", give the alternate email id or phone number to get the OTP. Verify your identity that you are the owner of the account then change the password. You can also get help from ATT email customer service. The support team will fix or guide you to fix the hacked account problem.

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