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melclark28's profile

New Member

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3 Messages

Monday, April 15th, 2024 8:31 PM

Can't Access Our Primary Bellsouth.net Email

We have a primary email account and a sub-account.  We received a security alert that our primary email and personal data have been compromised due to a breach of AT&T data so I want to change the password to that primary email.   I am successfully able to access the sub-account but have not been able to log in to the primary account.  I tried with the user-ID and password which didn't work.  I tried the 'Forgot my password'. I answered the security questions and received the message that the answers didn't match what was on the account.  Interesting that the security questions did match what I have on file. 

So I tried a third way, using the Forgot my user-ID feature.  I received the Restore User message "Too many sign-in attempts.  To restore access, let's make sure it's really you.  Care code 205.2" .  I entered the last name associated with the primary account and received the pop-up to select the user-id for the account to access.  I selected the AT&T User ID and received the message "Unable to restore access at this time.  We don't have the account details needed to restore access." 

I am sure I have logged in too many times but I am not sure what to do next.  We really need to change the password on our primary email account!  BTW, I am able to successfully log into our sub-account.

Your help is greatly appreciated! Thank you.

Accepted Solution

Official Solution

Community Support

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232.3K Messages

1 month ago

Hi @melclark28! Thank you for reaching out to us. We understand that you're facing issue accessing your AT&T mail account. We hear you, and happy to assist you.

 

Please try resetting your mail account's password.

  1. Go to reset your password.
  2. Enter your user ID and the last name associated with your ID.
  3. Choose your verification method and follow the prompts.
  4. Enter and confirm your new password.

You can also try accessing your email account on the web:

  1. Go to currently.com.
  2. Select Mail.
  3. Enter your email address and password.
  4. Get your authentication security code. If you have more than one phone number on your account, choose which number should get your code.
  5. Enter the code and click Submit to sign in.

Also, please visit our webform - att.com/myemailinfo. This website will allow you you to provide information about your AT&T email account.

 

You must provide at least 5 answers in the mandatory fields. Fields include: 

  • Email address to be recovered.
  • First name, Last name, and Zip Code on the account.
  • Contact information (mobile number, alternate email, best time to contact).
  • Devices recently used to access the email account (PC, Mac, iPhone, Android etc.).
  • Browser/Email client recently used to access the account (e.g., Chrome, Safari, Edge, Outlook).
  • Year of birth provided at account setup.
  • Recent sent email messages (recipient email address, subject, date/time).
  • Personal folders created in the email account (e.g., "Kids school", "Vacation", etc.).
  • Recent email account activity (date of last known password reset).
  • Account information of other AT&T services (Broadband, Wireless, etc.).

Once the form is submitted, a specialty group will review the submission and reach out to you as soon as possible and help you regaining access to your AT&T email account.

 

For more information please visit our article about resolving email issues.

 

Let us know how it goes.

For any further assistance we're here to assist you.

 

Thank you.

Rob, AT&T Community Specialist.

New Member

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3 Messages

1 month ago

Thank you Rob for your assistance!  I was not able to reset our password using the first option you suggested.  However I was able to access our email account via the web and, following your instructions, was able to reset the password, change security questions and update our profile information.  Interestingly, the current password as displayed on the Reset Password page was the old password of our sub-account.  Also, the profile name was the name on the sub-account, not the primary account.  Perhaps our primary account information was overwritten with the sub-account information???

No matter, our primary account password has been successfully reset.  Thank you so much for your assistance!

Community Support

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232.3K Messages

1 month ago

Hi @melclark28!

Thank you for writing back to us. Glad to know you have access to your email account now.

For any further assistance we're here to assist you.

Thank you for contacting AT&T Community Forums,

Tess, AT&T Community Specialist.

 

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