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sderekrowe's profile

New Member

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6 Messages

Wednesday, April 26th, 2023 2:03 PM

Can't access email sub account

One of my email sub accounts will not let the user login.  Spent 45 minutes on the phone with an ATT employee who could not help me.  Said they tried to revert to previous passwords, but that didn't work.  He directed me to another link to send in a request for help.  Received this response after I filled out the form.  That was a week ago.

"An AT&T Customer Care representative will contact you to assist in regaining access to your email account if we are able to successfully identify you as the email account holder."

I've tried to reset the password by using the security questions, but it will not accept the answers.  I went back into my account and changed the security questions, but the questions did not change when trying to reset the subaccount password.

I'm hitting a brick wall and need some help.

Thanks

Community Support

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232.2K Messages

1 year ago

Hi there, sderekrowe. We understand that you are having a problem getting in to your email account. We can look at that together.

 

Per your post, you stated that you have received and filled out the form required to verify the identity of the account holder, so your account can be reset and accessed again. That is the correct procedure.

 

That form that you filled out goes to a special team how works on those requests in turn. Normally, it should take about 5-7 business days, to get a response from them. However, that team is currently backlogged, so the response from that can take longer. We are unable to provide an ETR on when your request will be completed.

 

We do want to thank you for your patience ad your time while your request is being processed.

 

Thank you for visiting the AT&T Community Forums.

 

Matthew, AT&T Community Specialist

 

 

 

 

New Member

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6 Messages

1 year ago

It's been over 30 days since I completed the form for help with this email sub-account.  I still have not received a response from AT&T.

New Member

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6 Messages

1 year ago

After searching my email again, I did find the link to reset the email password.  Unfortunately, it was a link to reset MY own email password.  I was needing help with a sub-account (my daughter's email address).  What can I do to get one of my sub-account's passwords reset?  Again, I attempted to do it through the AT&T website, but the system will not recognize my answers to the security questions.  This puts me into an incredibly frustrating loop that goes nowhere.  Any help or assistance to get this resolved would be greatly appreciated.

New Member

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6 Messages

1 year ago

I could really use some help.  Waiting for over a month and still not having my sub account working is beyond frustrating.  This sub account belongs to my daughter and has important college information coming to it for grants and scholarships that she still cannot access.  

I need a phone number of someone I can call and get this fixed asap.  If someone could please reach out to me and help, I would be very appreciative!

New Member

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6 Messages

1 year ago

Finally able to get to someone that could help.  There was a technical error on the AT&T side that was fixed.  Email sub-account is back in business!

New Member

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3 Messages

10 months ago

The email subacount access issue has not been fixed for me!  I try to access the subaccount mail every three months to clean them up.  So far, every time I try to access them, I find myself going round and round and finally having to call a live person.  It always takes hours!!  Why has it become so difficult to do a simple thing:  access my subacount email from the internet.  I have to use Thunderbird for daily work because I can't depend upon ATT anymore.  It would be so nice, just to be able to put in an ID and an email password on the ATT/Yahoo site and it work for a  change.!!!

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