Hmm… we can’t reset your password We don’t have the account details needed to complete your request.

Hello csiem. We would like to extend our hand to look 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 connecting with you.

Tanatswa, AT&T Community Specialist

I am unable to log into my att / sbcglobal account at all. When logging in, I am told that my account may have been hacked. When I try to change my password, it asks for my email address and last name. After correctly answering, I am told the same above message: "Hmm… we can’t reset your password We don’t have the account details needed to complete your request."

Can you please help me access my account?

We're here to help with your email login, mhannel!

For us to proceed, we will need to 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.

We look forward to speaking with you!

CalebP, AT&T Community Specialist 

I just got back but the chat was closed can we try again

We'd be more than happy to get you back into a Direct Message to assist you with your email concerns, csiem.

In order to proceed further, we would like you to join us in a Direct Message. You can do this by checking in the DM inbox which is located next to the bell icon.

We are looking forward to working with you to get this resolved.

Latoya, AT&T Community Specialist

I'm having this same issue...has there been a resolution?

Did you ever get a solution to this problem?

No they told me there is nothing they can do… so pretty much they said to kick rocks 

I’ve been having the same issue, they say there’s nothing they can do. I can prove it’s me, I have my ID that matches my name and address (I assume address, if not address zip code) that I had when I made the account 10+ years ago. 

I saw a comment on another thread that said “Please keep in mind that we are unable to assist with manually resetting passwords at this time. We appreciate your patience as our engineers continue to look into the matter.”

That was 11 months ago. I hope the engineers get it fixed soon.