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rdelacruzz's profile

New Member

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2 Messages

Tuesday, September 20th, 2022 5:39 AM

I cannot access my SBCGLOBAL account. AT&T please allow temporary passwords over the phone!

AT&T, please help us log in to our emails!

Much to my disappointment, I called Technical Support to help me access my sbcglobal.net email, and I was told they cannot help me with this issue.

I was told that since September 1, AT&T no longer allows Support to give temporary passwords over the phone. 

Yes, I have tried "forgot password," however something is strange because it is highly unlikely the security questions are correct. I opt to have easy questions, rather than what I view as obscure: "what is your dream job?" and "what did you cook for your first dinner party?" that are apparently linked to my account. 

I've been told my account is a 'legacy account' and the only way I can gain access to my email is by answering these questions that I have not set.

The support person asked presumptive shaming questions like "why did you wait so long to log in and get help?" (I had access to my email on my phone until a couple weeks ago, also this is quite judgemental) // "you should change your password every 2-3 months" (thank you for this information, but it is not helpful now) // "can't you just try and remember your security questions?"

I had to ask what I should do, and the support person said I just have to hope there's some sort of update or that AT&T will allow temporary passwords over the phone. After asking if I should call in a week, I was told to wait until at least next month.

I am extremely disappointed in both AT&T's support options and customer service. Please excuse the long back story- I am hoping that others, who are "also having this issue" according to the support rep, will also speak up and we can get this issue resolved. We should not be locked out of our own personal emails!

AT&T, please help us log in to our emails!

ATTHelp

Community Support

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207.7K Messages

5 months ago

We understand how important your email is, rdelacruzz, let us see if we can reset your password for you!

 

Please accept our apologies for your customer service experience thus far. We hope we can turn things around for you. We'll be sending you a Direct Message to get started. Look for the chat icon in the upper right corner of the page.

 

When you've regained access to your email, be sure to update your security questions and answers and set up text messages for password resets to avoid getting locked out in the future.

 

See you in the DMs.

 

Aminah, AT&T Community Specialist

New Member

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4 Messages

4 months ago

@ATTHelp 

I am having the same issues!!

Somehow i got logged out of my sbcglobal.net email on my phone & it indicated i needed to re enter my password. I went to enter in my password & it told me i had too many failed log in attempts & needed to call customer service. I tried the reset password online & it stated it was unable to reset my password and i needed to call customer service.  I have all my passwords saved, so i know the password i entered was correct but because of the "too many failed attempts" it would not accept it. I myself only tried putting in my password once so i don't understand how i had too many failed attempts. I then called customer service and they were unable to reset my password over the phone because they could not give a temporary password verbally. The account was set up by my father when i was in elementary school (i am 30 now) so no secondary email was listed on the acct & no phone number for them to send reset password too. They told me i would have to just create a new email. I've had the email well over 15 years so i can't just let that account go & create a new one. There is tons of information on my email i still need access to. I then asked to speak to a supervisor & they were  not able to help either and told me the same thing. They did state my email is a "sub" account, so the main account holder, my father, could possibly reset my password or add a secondary contact for password reset through his account. He tried that and kept receiving error messages indicating the sub account is linked to a user id and does not have permission to edit the password. I do not have any services through att currently (no cell, internet, or cable), only email account. My father does have cellphone service through att & retired from att after working there for 30 years. My mother currently works for att but her position is not in the cellphone department. I don't know what else to do. I really need to be able to access my email. Please help at&t!!! 

(edited)

New Member

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2 Messages

4 months ago

@Oszyns  - We have very similar stories! I hope you get the help you need. If AT&T does not reply on this thread, I'd recommend creating your own in hopes they DM you.

In my case, they were able to add my parent's SBC email as a secondary email. In 30 days, a temporary password can sent to my parent's email. I have seen other threads where AT&T DM's people and will investigate what can be done. Wishing you the best!

ATTHelp

Community Support

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207.7K Messages

4 months ago

We're here to address your email concerns, @Oszyns!

 

Let's move this conversation into a Direct Message, so we can look into this further for you. Be on the lookout for a chat notification in the upper right-hand portion of the page.

 

Also, thank you for all the information that you provided! This helps us determine the best resolution for you.

 

We look forward to speaking with you!

 

CalebP, AT&T Community Specialist 

New Member

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4 Messages

4 months ago

Thank you @rdelacruzz  :) Def will if i don't hear back. I appreciate you making this post! Super helpful & glad to know i'm not the only one. 

New Member

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2 Messages

4 months ago

Have almost exactly the same experience as stated in the posts from @rdelacruzz and @Oszyns - Called ATT Technical Support and explained my problems.  In a nutshell:

  • Daughter has sub email account under mine that I created 18 years ago
  • Never has had access issues, password last changed in 2019
  • Email account accessed via her iPhone (and only her iPhone)
  • No password updates initiated by her
  • Password started failing out of the blue
  • Attempted to reset password via the normal "forgot password" flow - received message stating "Hmm... we can't reset your password.  We don't have the details needed to complete your request."
  • Attempted to update email sub account by logging in att.com and going to profile->Manage email->Manage Sub-Accounts->click edit for email address - receive "The sub account is linked to a userID, you don't have permission to edit the password

After going through the above called ATT tech support and explained the above.  ATT rep attempted to help, but came back with expressions like "you have reached a dead end with this email address", "you need to give up and start over with a new email address", "we know this is unacceptable, but there is nothing we can do for you".  

I experienced this same issue several years ago and was able to resolve via temp passcode, but that is not even being allowed, so the better alternative is to simply tell your customers to start over and abandon an email account that has been in use for almost 20 years?  That is very hard for me to believe...

Still shell-shocked today, but posting here in the hopes that someone from @ATTHelp  will see this and be able to offer a better answer than what I received on the phone from ATT tech support.

I have a separate thread for my issue here unable-to-access-sbcglobalnet-email-and-unable-to-reset-password

ATTHelp

Community Support

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207.7K Messages

4 months ago

Let's see what is going on with your email password, @srw_ww!

 

Due to the information that you provided, let's move this conversation into a direct message. Be on the lookout for a chat notification in the upper right-hand portion of the page.

 

Also, thank you for letting us know what steps you've taken to attempt to resolve this yourself. This helps a lot.

 

We look forward to speaking with you!

 

CalebP, AT&T Community Specialist 

New Member

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1 Message

4 months ago

I have the exact same issue (story matches exactly) as srw_ww:
  • "Daughter has sub email account under mine that I created 18 years ago
  • Never has had access issues, password last changed in 2019
  • Email account accessed via her iPhone (and only her iPhone)
  • No password updates initiated by her
  • Password started failing out of the blue
  • Attempted to reset password via the normal "forgot password" flow - received message stating "Hmm... we can't reset your password.  We don't have the details needed to complete your request."
  • Attempted to update email sub account by logging in att.com and going to profile->Manage email->Manage Sub-Accounts->click edit for email address - receive "The sub account is linked to a userID, you don't have permission to edit the password"

 The only detail to add is that my daughter never setup security questions or a recover phone number that she remembers.

 How can I solve this via the main account?

sandiwebb

New Member

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15 Messages

4 months ago

I have been trying to get my sbcglobal.net email back for months,  I was able to talk to someone through dm and he called me back and got a temp password for me. I had email for about two weeks, then the same thing happened. Says I've tried too many times, now it says it can't even get to the log in page.  If I have known I would only have the email for two weeks I would have gone through my saved passwords and changed everything at that time. A lot of places need to send you an email to your old password to change to a new password. If I can't get into my old email I can't do anything.  Now I've posted many comments on the forum, with no response to me at all.  This is so frustrating when you've had an account for 20 years and everything you have is tied to that email and you can't get in.  I'm trying one more time to get a response and an invite to dm 

New Member

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1 Message

2 months ago

@ATTHelp We are having the same issue with a subaccount and not being able to reset the password. Please help!

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