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New Member

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12 Messages

Tue, Dec 28, 2021 4:33 PM

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

All of a sudden, I cannot access my sbcglobal.net email that I've had for 20ish yrs on our desktop or laptop. I can still get to it through the yahoo app on my phone but when I try to add it through the app on my husband or daughters phone - I get the same error. I have scoured the internet and this forum for fixes and NOTHING is working. I've tried different browsers, different devices, changing the password on the main account (my husbands), I've tried accessing it through Outlook, clearing the cashe, going in through backdoor sign ins, I tried this zen key thing which did nothing. No matter what I try, it circles me around to the main sign-in screen and then I get the same error. 

My husband is an AT&T employee and the account was originally set up through his sbcglobal.net email address. My daughter and son also have emailed linked to it but theirs are yahoo.com addresses. I can get into my husbands and kids fine - but not mine. I CANNOT lose this account. I used it for everything and have so many medical related emails and such that I desperately need. I've been frantically forwarding things over because I'm worried it's going to disappear on my phone as well. I'm hesitant to call AT&T because I heard that when they help you try to reset it, that I'll lose the one on my phone and then they'll all be gone and no one has been able to fix this issue. I don't know what too do and am slightly freaking out. 

Check your entry and try again. Keep in mind, you’ll have to reset your password after too many unsuccessful login attempts. CARE CODE: 201 [LU100]

Thank you! 

New Member

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12 Messages

5 m مضت

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. 

New Member

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12 Messages

5 m مضت

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. 

ATTHelp

Community Support

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189.5K Messages

5 m مضت

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

New Member

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12 Messages

5 m مضت

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??  

ATTHelp

Community Support

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189.5K Messages

5 m مضت

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

New Member

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12 Messages

5 m مضت

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. 

ATTHelp

Community Support

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189.5K Messages

5 m مضت

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

New Member

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12 Messages

5 m مضت

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. 

ATTHelp

Community Support

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189.5K Messages

5 m مضت

@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

New Member

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12 Messages

5 m مضت

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. 

ATTHelp

Community Support

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189.5K Messages

5 m مضت

brandy621

 

We don't have an estimated time frame, but we're working on getting the password reset option back up and running as soon as possible.

 

Aminah, AT&T Community Specialist

New Member

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12 Messages

5 m مضت

It's been 2 days and still nothing. What is going on? This is insanity that I cannot believe this is still an issue. I need this resolved. My kids go back to school in a few days and I'm probably missing who knows what communication about covid procedures, etc.....My husband builds webpages at AT&T and works with IT  and says emails do not just disappear unless they are wiped. I need to know is this what happened? Is my email address gone forever? Please, please - I am begging you to give me more information than "we're working on it". What exactly is the issue? There has to be a time frame. I'm trying to avoid calling because I know that will not be very successful either but I'm going to have my husband start asking his supervisors and working his way up to someone in IT that knows what is going on, this is crazy. 

(edited)

New Member

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11 Messages

5 m مضت

I wish you luck. Hopefully since your husband works for AT@T maybe he will get some where. I have been locked out of mine for 3 weeks now. I have gone thourgh every tech support option availble. I have even been in contact with the President and CEO's office. They keep telling me they are working on the problem as fast as they can. I am starting to beleive I will never get access to that e-mail again. Keep searching through these forums. I cant believe there are so many people with this problem and nobody is getting anywhere. If you do get your problem resolved, please post on the forum. It might give hope to the rest of us.

New Member

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12 Messages

5 m مضت

@markc I'll post back if we get anywhere. I haven't called yet because I've read so many posts where it's been no help. As of now I still have it on my phone so I don't want to risk losing it, although I know it's just a matter of time. I've been frantically emailing over things to another email address. I've probably sent over 1,000 emails in the last 2 days alone. This whole thing is just crazy. AT&T has been a great employer to my husband in so many ways but this is the second instance in the last 5ish yrs where they have really dropped the ball on something and it's related to services they provide. It's a bit amusing how they keep saying "72 hours" though and it's been over 30 days for some people. How many times can they keep saying that? It's honestly laughable. And embarrassing. 

tonydi

ACE - Guru

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4.2K Messages

5 m مضت

It boggles my mind why anyone puts up with stuff like this and then keeps hoping it won't get messed up yet again. 

It's not AT&T, they just contract with Yahoo to provide the email service.  Yahoo has THE worst email service....constantly having odd issues like this one and absolutely huge data breaches (multiple times, BILLIONS of accounts).

Create a new email account with anyone else (Gmail, Outlook.com, etc) and use that for at least the important places you need to communicate with, if not for everyone.

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