Email Connected to DirectTV - can't reset secure mail key

Hi @toni517,

We are more than happy to be a helping hand to you.

Let's start by unlinking the email connected to the Direct TV from AT&T, you need to:

1. Go to your myAT&T Profile.
2. Sign in if asked.
3. Scroll to Account Settings and select Linked accounts.
4. Choose Remove this account for the account you want to unlink.
5. Select one of these, if asked.
6. Choose a new primary account, if asked.
7. Follow the directions to remove the account from your ID.

And then you can create a secure mail key, Go to your myAT&T Profile. Sign in, if asked.

1. Scroll to My linked accounts, select the email account that needs a secure mail key.
2. Scroll to Secure mail key, select Manage secure mail key.
3. Choose the email address that you’d like to use, if you have more than one.
4. Select Add secure mail key. Enter a nickname for the secure mail key to make it easy to recognize.
5. Choose Create secure mail key.
6. Select Copy secure mail key to clipboard. Make a note of your secure mail key  for further updates.   
   • For security purposes, the secure mail key only displays until you select OK. 
   • If you lose or forget the secure mail key, you can always create new secure mail keys.
7. Select OK.
8. Go to your preferred email app, replace the existing password with your secure mail key. For an IMAP account, delete the existing password for both the IMAP and SMTP servers. Replace them with your secure mail key.

Note: Each device you use to access your email will have its own secure mail key.

• Have you tried doing this on a different device? This will help us determine if the problem is being caused by your device, or your email itself. 

Please let us know if you need further assistance.

FionaA, AT&T Community Forum Specialist

Good morning FionaA,

Thank you so much for trying to help me. I really appreciate it.

The problem is that when I go to or log in to  myATT it automatically redirects me to DirectTv. Once there, I am in a DirectTV account and can't change any of my email settings. I have even changed the email for the DirectTV account, hoping this would disconnect it, but it did not.  I can send you a video of that process if that would help explain it. I can see my MyATT settings flash on the screen and then see a script running that redirects my login to DirectTV.

Thanks again!

Hello @toni517,

We hear you, and are happy to assist with this.

To get this issue fixed we must remove the linked accounts via myAT&T. Before we start - first, make sure your DIRECTV account is paid in full. If you try to remove a canceled account with a balance due, you’ll still have a chance to make a payment.

If there is any bill pending you can pay without signing in from our website.

To remove a linked account:

1. Go to your myAT&T Profile. Sign in if asked.
2. Scroll to Account Settings and select Linked accounts.
3. Choose Remove this account for the account you want to unlink. If you try to remove a canceled account with a balance due, we’ll ask you to make a payment.
4. Select one of these, if asked:

• A secondary user to replace you as the primary user
• No one

1. Choose a new primary account, if asked.
2. Follow the directions to remove the account from your ID.

Heads up: There are certain types of accounts you can’t remove. These include:

• Suspended accounts
• Combined accounts (multiple services on the same account number)—if you have primary online access. Learn about primary and secondary online access.
• U-verse TV or AT&T Internet accounts, if you have primary online access.

Let us know if this helps.

Nate, AT&T Community Forum Specialist

Good morning Nate,

Thank you for trying to help! I really appreciate it.

The problem is that I can't get to my MyAtt profile because it redirects me to my defunct DirectTV account and there aren't any linked accounts there. I have called DirectTV and asked them to remove this old account and they said they can't. I don't owe any money on either an ATT account or a DirectTV account. If I could send someone a video, I think it would help a lot. There is some background process running that automatically directs me to a DirectTV account. I hope someone knows how to change my MyATT account settings to stop it from going to DirectTV.  I can actually see the MyATT account pop up briefly before it automatically starts redirecting to the DirectTV account.

Thank you again and have a great weekend.

Hello @toni517!

We understand your concern and are more than happy to assist you with your MY AT&T Sign In inquiry!

Basically, Myatt and DirecTV accounts will be linked to the same ID.  You can change my DirecTV Id and MY AT&T login ID with different browsers.

Please let us know if you already Set Up Your User ID, follow instructions under Set up your ID to create one. Find your user ID by entering your contact email associated with your wireless account on the link provided. Also, if you haven't already download MY AT&T App to log in your wireless account. Clear your cache on your browser settings to assist in logging in your account or try switching browsers.

Chrome

• Open your Chrome web browser.
• Click on the menu button on the top right corner (3 dots)
• Select Settings
• Select Passwords
• To turn off saved passwords or auto sign-in click the blue toggle to the right
• To remove or change password from certain websites, find the website in the list of saved passwords.
• Click the 3 dots.
• Select Remove or Edit

Edge

• Open your Edge browser.
• Click on the Menu button in upper right (3Dots)
• Select Settings
• Select Passwords
• To turn off saved passwords click the blue toggle to the right.
• To remove or change password from certain websites, find the website in the list of saved passwords.
• Click the 3 dots.
• Select Edit or Delete

Firefox (Version 100.0.2)

• Open your Firefox web browser.
• Select Menu in upper right corner (3 Lines)
• Select Settings
• Select Privacy and Security
• Scroll Down to Logins and Passwords
• To turn off Auto Fill Logins, Uncheck the Box
• To Edit or Remove saved passwords, select Saved Logins
• Select the website you need to edit or remove.
• Select Remove or Edit on right hand side.

Firefox (Version 72.0.2)

• Open your Firefox web browser.
• Click on Menu in Top Right Corner (3 lines)
• Select Logins and Passwords
• Select Website to Remove Password
• Click Remove

Opera

• Open your Opera web browser.
• Click the Menu button in the top right corner (3 Dots)
• Select Go to full browser settings.
• Select Advanced
• Select Privacy & security.
• Select Passwords
• Select the 3 dots next to the password you want to remove or change.
• Select Edit password or remove.

Internet Explorer

• Open you Internet Explorer web browser.
• Select Tools from the upper left.
• Select Internet Options
• Select the Content Tab
• Select the Settings box in the Auto Complete section.
• Uncheck the Usernames and passwords on forms box.
• Select the Delete Auto Complete history… Box.
• Select OK to close the AutoComplete Settings box.

Safari

• Open your Safari web browser.
• Select Safari in upper right.
• Select Preferences
• Select Passwords
• Select the Website you want to edit or remove.
• Select Edit on right.
• Select Change Password on Website or Delete Password

If you are unable to retrieve your password from your browser and you are unable reset your password, you can create a new email address by going to http://sm.att.com/23b80b4c. 

Also, If you would like to reach AT&T Chat support hit "Contact us" which will scroll you to the bottom of the page.

There will be an option for chat or call, that'll bring up the live "Chat with us" function.

Please let us know if you have any further questions or concerns and we'll be happy to help.

Thank you for reaching out to AT&T Community Forums!
Leon (AT&T Community Forum specialist)

Thank you for trying to help! I don't have an ATT wireless account. I did try "Find your userid" and keep getting this error:

It’s not you, it’s us

We hit a snag and can’t complete your request right now. Give it some time, then come back and try again later.

I'm not trying to be hard to get along with, but I have chatted before, ended up on phone calls with different departments, spent hours, and ended up with them telling me this is some weird thing that normally gets resolved when I fill out a form for ATT to reset my password. I did this, but never heard back from anyone and my password was never reset.

This email ends in "@sbcglobal.net". Does that have anything to do with it?

Thank you again.

Hello @toni517,

We understand you need to unlink your canceled account.  We can definitely help you with this!

In order to unlink your http://sm.att.com/39c663fd and http://sm.att.com/dbdf673 accounts being shown together, you must have separate login ID's for each website. This will mean that you will need to create a new login ID in one of the websites and delete the original login ID in that site.

1.  Make sure you know what the common login ID is for both websites.

2.  Create a new login for one of the websites and make sure it will get you in.

Note: In the process of creating new login ID's you will probably still have the old password in place, even though you did change the login ID.

3.  On the website where you created the new Login ID, delete the original common login ID.

4.  You should now be able to log in to http://sm.att.com/39c663fd with new login ID and be able to log in to http://sm.att.com/dbdf673 with different login ID.

Because of the shared code between AT&T and DirecTV, you may see both login ID's in the "Select User ID List."  Just you make sure you select the correct User ID.

Please also review this article to remove an account from your AT&T Access ID and here to manage the wireless number for your AT&T Access ID in which you can remove a number as well.

To guide you to the correct department to set this up, check with DIRECTV SUPPORT

Also, talk to DirecTV Satellite, call 1-800-531-5000.

                    DirecTV Stream, call 1-888-429-4023.

Technical support is open from 5:00 AM to 2:00 AM CT and billing & account support from 7:00 AM to 9:00 PM CT every day.

Let us know if this helps.

AshR, Community Forum Specialist

Thank you for trying to help, AshR!

This isn't working either. When I try to create a new login ID using my DirectTv account, it says:

"Let's find your account. This data is invalid."

I am unable to get anywhere in my MyATT account because of the re-direct.

About a month ago, I removed all data in my DirectTv account that related to this email address. Still no luck!

I have called DirectTV in the past asked them to delete this old account and they said they aren't allowed to.

Thank you again for trying to help. I really don't know where to go from here. Have a good weekend.