New Member
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3 Messages
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
ATTHelp
Community Support
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232K Messages
29 days 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.
You can also try accessing your email account on the web:
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:
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.
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melclark28
New Member
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3 Messages
29 days 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!
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ATTHelp
Community Support
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232K Messages
29 days 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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