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billynoshoes's profile

New Member

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2 Messages

Tuesday, May 16th, 2023 9:02 PM

Locked out of Subaccount and can't access email or change password

My wife forgot her password and did not set up any of the backdoors (phone number or alternate email account). I see there is a password change feature in the managing sub accounts section of the master account that I have access to but it looks like you need the sub account password to change it.

Tried calling in yesterday and talked to 3 people for about 1 1/2 hrs and was told to look for a callback but did not receive one.

Can anyone help?

Thanks in advance

Accepted Solution

Official Solution

Community Support

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232.8K Messages

1 year ago

Hello, billynoshoes.

 

Without a recovery email or phone number, there's nothing for us to send a temporary password to. We recommend resetting the password with the Forgot password option:

  • Go to reset your password.
  • Enter your user ID and the last name associated with your ID.
  • Choose your verification method and follow the prompts.
  • Enter and confirm your new password.

Once she's signed in, we recommend creating security questions and answers and setting up text messages for password resets.

If you need help with anything else, let us know.

Aminah, AT&T Community Specialist

(edited)

New Member

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2 Messages

1 year ago

I have the same problem. I can see my sub account but cannot manage it. I gave the email address to my wife years ago and it just stopped working 1 month ago. I cant reset anything because it ask very old security questions. I opened up a ticket number but the person that called left a message and I only got part of a number for the Digital assistance Center.

Community Support

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232.8K Messages

1 year ago

Hello @BigPineTrace, we know how important it is to have access to your email account, and we'd be happy to help you. 

In order to further help with getting you into your email account, we'll need to meet in a Direct Message. Please check your Direct Message inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums).

We look forward to hearing from you.

Demetria, AT&T Community Specialist

(edited)

New Member

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2 Messages

1 year ago

What about me Demetria? It's my message thread.

New Member

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2 Messages

1 year ago

Someone from at&t called me back from the Digital Assistance Center and helped me with the password reset. I had to fill out the form on line that they referred me to fill out.  Got the email fixed.

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