Visitor
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7 Messages
email sub account problems
I set up an email sub account (it's an @att.net email address) for a family member. When she attempts to reset her password, she gets the message: "We don’t have the account details needed to complete your request." and is unable to reset it.
Since I am the primary account owner, I went to the 'manage sub accounts' section , and tried to change her password,, but I am blocked from
doing that... the message says: "This subaccount is linked to a user ID. You don't have permission to edit the password." .
Why do I need 'permission'? I am the primary email account owner that created the 'sub account' ?
Can someone please advise me how to update this email sub account password?
Thanks.
ATTHelp
Community Support
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210.9K Messages
2 months ago
We're here to assist with your subaccount email, rchrdczrwn!
Since you are unable to reset the password on your end, let's move this conversation into a direct message. This way we can see what reset options are available from our end. Be on the lookout for a chat notification in the upper right-hand portion of the page, next to the bell icon.
We look forward to speaking with you!
CalebP, AT&T Community Specialist
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rchrdczrwn
Visitor
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7 Messages
2 months ago
Unfortunately, the problem cannot be resolved.
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magog12
New Member
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1 Message
2 months ago
So were you able to get the password reset from AT&T's end? I'm assuming you didn't have a recovery phone # or email set up. I'm having the same problem.
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rchrdczrwn
Visitor
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7 Messages
2 months ago
No, I was not able to get the password reset from AT&T's end. I was told there was nothing they could do.
and yes, this was an email sub account that was(unfortunately), set up without a recovery phone # or email.
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ATTHelp
Community Support
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210.9K Messages
2 months ago
Hi there, @magog12! We understand the importance of being able to access your email account, and we want to help check on any login options that may be available for both of yours.
So that we can dig a little deeper into any password reset options you may have, we'll need to speak privately. Check the Direct Message inbox in the top right corner of your screen. We'll be sending you a DM shortly.
We look forward to speaking with you!
Lacey, AT&T Community Specialist
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