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3 Messages

Saturday, September 23rd, 2023 1:24 AM

Prepaid payment denied

Dear AT&T officer,

Today I received my eSim card.


I tried several times to pay the prepaid plan but failed every time.


So I called the AT&T service center and the officer told me to send the government-issued document to the AT&T specialist  for verification.

I sent my passport copy to that email address but fail since it wasn't correct.


What is the exact email address of AT&T specialist?

Thank you very much for your service

ACE - Master


10.4K Messages

7 months ago

Please edit your post and post title to remove your order number, phone number, and name.  Personal info isn’t allowed, and you’ve given spammers and scammers a lot of useful info.

Hopefully @ATTHelp will offer to meet you in a DM to provide the information you seek.

3 Messages

7 months ago

I edit my post! Thank you very much 

ACE - Sage


117.1K Messages

7 months ago

This doesn't make any sense. Prepaid doesn't require identification.  

The only thing you need to activate the ESIM is the QR code, you should be in the United States, you should be connected to Wi-Fi so that you can scan the QR code into your phone.  

If you aren't in the United States you can't pay. You may be able to activate the SIM card but you can't activate service with a payment unless you are inside the United States and connected to AT&T.  

3 Messages

7 months ago

To activate the ESIM, I need to pay for the prepaid plan through online but they refused my debit card.

Community Support


231.4K Messages

7 months ago

Hey @SEUNGNYUN_KIM, thank you for reaching out to us. 


To ensure you get the assistance that you need as quickly as possible, we encourage you to contact our AT&T PREPAID support team at 800-901-9878. Hope this helps!


Let me know if this helps and have any more questions.


Thank you,

Scarlett, AT&T Community Specialist.

1 Message

2 months ago

Hi, I tried recharging my wife's number for one year $25 plan for $300+tax but keeps on getting declined. I tried two different credit cards and both got declined and the cards are from US. Now, AT&T prepaid is charging $5 extra to recharge by customer service. Seems kind of ridiculous that the credit card is getting declined!! Life is supposed to be easy not complicated😆.


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