Please Help - CARE CODE: 201 - cannot access email!

Ironically, when I went to post this, I had to create an account and I was able to use the same email address I'm having issues with. 

Oh when I also try to go in through the sign-in helper. I put in my email and say I'm not a robot, it sends me a code and then two accounts pop up - both of my kids. And it says to chose one to sign-in and that's it. No choice to get into mine although it says my email at the top and that I have two accounts linked to it. 

We understand your need to get back in to your email, brandy621.

At this time, our password reset port is inactive. We're working to get it back up and running, but we don't have an estimated time of restoral. We recommend that you reattempt to reset your password again in 72 hours.

Thank you for contacting the Community Forums team. If you need help with anything else, let us know.

Aminah, AT&T Community Specialist

It let me reset the password on the main account (my husbands) last night though. It did not give me the option to change my password, it forced me to his (the main account). Are you saying this error is related to resetting the password??  

The care code you received is related to a password problem, brandy621.

However, you can try to bypass the code by creating a secure mail key. This could help you get signed in on your desktop and laptop, since it doesn't require the email password and uses a key instead.

Give that a try and let us know if it helped.

Aminah, AT&T Community Specialist

Since I can only access my email on my phone, I go to my profile and click on Account Key and it tells me  "Yahoo Account Key is not available for your account". It does let me create one for my daughter's account though, who has the yahoo.com email address. Is it just because mine with the sbcglobal.net is so old? I appreciate your help though. 

brandy621

You need to set up the secure key through myAT&T. Here are the steps from the link I provided earlier:

1. Go to Profile and choose Sign-in info.
2. Select the email account that needs a secure mail key. (You’ll find a menu at the top if you have multiple accounts.) 
3. Scroll to Secure mail key and select Manage secure mail key.
4. Choose the email address that you’d like to use, if you have more than one.
5. Select Add secure mail key and then enter a nickname for the secure mail key to make it easier to recognize.
6. Choose Create secure mail key.
7. Select Copy secure mail key to clipboard. Make a note of your secure mail key, so you have it handy if you need to update an email app on several devices.
   • For security purposes, the secure mail key only displays until you select OK. 
   • If you lose or forget the secure mail key, you can create new secure mail keys.
8. Select OK.
9. Go to your preferred email app and replace the existing password with your secure mail key. For an IMAP account, delete the existing password for both the IMAP and SMTP servers and replace them with your secure mail key.

Aminah, AT&T Community Specialist

I've followed these instructions and my email is not listed - only my husbands. It gives me a choice to create a secure mail key for his but I do not see my email listed anywhere except under the Account Users and then subaccount users. That's the only place I see my name and email listed. 

@brandy621

If your email address isn't listed for creating a secure mail key, then it's not an available option right now. Give it about 72 hours, then try again.

Thank you again for reaching out to the Community Forums team.

Aminah, AT&T Community Specialist

Is there any word on when this issue will be resolved? People keep being told 72 hours but it sounds like it's been way over that for many people. It's easy to say keep checking back or keep trying but many of us have livelihoods that depend on us having access to our emails.