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New Member

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3 Messages

Thu, Jul 16, 2020 6:12 PM

Problem activating prepaid SIM card

I purchased a $50/month prepaid  plan at at&t for

$300/12month if paid in full online last week. I chose to carry my old number (with Sprint) over. SIM card arrived earlier this week. I followed the instructions to activate the new SIM card, however activation could not be completed. Here are the details: after I inserted the new sim  card, I called with the activation number corresponding to my plan, then a message showed up on the screen saying I need to turn my phone off wait 10 min then turn back on. That My new number is *** (this is NOT my old number that I intended to transfer). And that a message would show up after I turn my phone back on. So I turned it off, waited 10 min, and turned it back on. No message ever showed up. I cannot make calls/text/use data. 

 

Then I tried to activate it online. After plugging in my 20-digit SIM card number and phone IMEI number, website took me to the second page saying activation is completed. Then it asked me to hit continue and log on with my current phone number and a password, which should be the last four digits of my phone number. I tried with my old number, system told me login info is wrong. Then I tried log in using the new number that att gave me. System still told me login info is wrong. 

 

Then i I tried to contact customer service over phone. Well, I can’t even get through the automated system which keeps asking me for my phone number and neither the old number nor the new one is accepted.

 

then I went to an att store. Store agent told me he cannot help and suggest me calling customer service. 

 

This has been such a (Edited per community guidelines) SHOW.

 

On top of all the inconvenience this has caused me, now I have to pay another bill with sprint, because my billing cycle ends yesterday. I do not believe the glitch occurs on their end. When I logged on to my sprint account last night, sprint told me my number is under the process of transfer. 

 

Please help.

 

 

Thanks.

 

Responses

Brand User
ATTHelp

Community Support

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133.6K Messages

2 months ago

We can definitely point you in the right direction, @hermionexia.

Generally, port orders are completed using an automated workflow with-in 3-5 hours. There's several reasons, including any outstanding balance, that will delay port order completion to AT&T.

To complete your port please reach out to your current provider to double check, & if the problem persists you can always call the AT&T Port Activation Center 888-898-7685.

We hope this helps. Please let us know if we can provide additional support. Thank you for joining AT&T!

Keny, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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3 Messages

2 months ago

Hi Keny,

 

Thanks for your reply.

 

I called the number you provided and it told me the number transfer request has been approved/completed. So it is not an issue with porting.

 

The issue is on the side of AT&T. Why would I have an outstanding balance? And even if I had one there is NO WAY for me to pay it because I CANNOT SET UP AN ACCOUNT OF ANY SORT and COULD NOT GET THROUGH THE AUTOMATED SYSTEM when I call customer service.

 

Essentially I am stuck. With so much time and energy wasted, and harms done as I doubt if I can even port my current number to another carrier since the number might be in a limbo at this point. 

 

Please help. Thanks for your time. 

(edited)

New Member

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3 Messages

2 months ago

@xiaohappy74 

 

I am sorry this happened to you as well. It absolutely (Edited per community guidelines).

 

Any progress on your end?

(edited)

New Member

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3 Messages

2 months ago

Is your transfer number request confirmed or in process?

New Member

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3 Messages

2 months ago

I have a similar problem, I ported by t-Mobile prepaid to on 33$/month on a 3 month plan. I have called customer support and they suggested me to send the Phone's IMEI and Ported number in an email to attprepaidsupport@att.com and a proof of purchase of my phone(might help) and it should be resolved in 72 hours. There is no reply from Support yet and I went to store they said contact support. It's been two days since and this process is a JOKE.

 

 

New Member

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3 Messages

2 months ago

@vmadireddy Are you able to log-in with your ported number into your prepaid account?

New Member

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3 Messages

2 months ago

@ItmeJar Nope, nothing worked. Checked with Chat Support, they suggested calling customer service. Such a nightmare. 

(edited)

New Member

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3 Messages

2 months ago

@vmadireddy  @hermionexia Call 888-898-7685 and when they ask for you to enter your number press 0 and you should hopefully be able to reach an actual person. 

lizdance40

New Member

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78.1K Messages

2 months ago

To all:

AT&T Prepaid $300 for 12 months Promo (ADVICE WHEN SIGNING UP)

 

After signing up for AT&T Prepaid and the $300 promo offer and having issues with activation, etc I thought I would post this in hopes it'll help someone else if they decide to sign up.

 

1. Sign up via website and fill in all appropriate information including porting info, shipping address, credit card, etc. I received my SIM card the next day as it was shipped overnight via FedEx.

2. Once you receive your SIM card and have your phone ready, call 866 975 0050 to activate via phone and have your AT&T Order # handy.

3. Explain you'd like to activate your service and provide phone number, SIM card and IMEI. The agent will then ask you for payment to activate service.

 

4. \*\*THIS IS IMPORTANT\*\* To avoid getting double charged, tell them you've already provided that when you ordered and tell them they can do this via your AT&T Order #. Provide that to them and do NOT provide a credit/debit card to them. 

5. If they claim they can't do this, ask to speak with a supervisor or someone else. Your account will be activated and within 30 minutes or so the payment of $300 + taxes will get charged to your credit card you provided during the initial order. Your service will not work until this payment is applied, but in my experience it took anywhere from 5 min to 25 min.

6. Once this is complete, you can manage your account via the website:  

 

https://www.paygonline.com/websc/loginPage.html

 

I activated three lines yesterday and made the mistake of providing my credit card number with two of the three. I remembered seeing something about this but couldn't find the post so stupidly provided the credit card info. 

 

If you provided a credit card number and end up getting charged twice, call the AT&T Payments/Refunds line at: 866 608 3007 and they will look up your account and process the refund.

 

 

 

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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2 Messages

2 months ago

I'm having a similar problem.  Ordered the $300 annual plan.  Got my sim but the plan didn't go through (I wasn't charged; it took several times to get the order to work, so I'm not surprised by this).  Couldn't activate it via phone or online. 

Next day I went to the ATT store but without my new sim card (I just wanted to start from scratch; there was no evidence anywhere that the previous order had done anything but order me a sim card). 

They found that I did have an account but that it was in limbo.  They pulled it out and facilitated the port (from Google Voice).  That worked.  Then they took my credit card to activate it.  The associate thought it was a $25 a month plan and only put $25 in the account.  They told me it would all work when I got home and put the sim in.  It kind of did.  I can log onto my account and call and receive texts from ATT, but I can't really make calls etc. until I pay the remaining $275 dollars.  I've spent time on-line and on the phone trying to get it paid, but it won't go through (paypal and multiple cards all of which are good!). 

Next I tried switching to a different plan.  Same deal.  I'm about done.  As with hermionexia, I'd scrap the whole s-show but I'm worried about my phone number.   

New Member

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2 Messages

a month ago

So... I finally got it work by switching to another (monthly rather than yearly) plan and then using an on-line service to top it off.  Bizarre.  Before this month runs out, I'm going to try again.  The annual deal (right now it's 8gbs/month for $300/year!).  On the plus side, the ATT service works great once it gets going.  

New Member

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2 Messages

a month ago

I have the same issue! Can't get through to anyone. Thanks so much for this thread; it helps ease my frustration. I'll probably just stick to my old provider to prevent further frustrations.

 

I also love how At&t answered once, was wrong, and fled the scene.

(edited)

New Member

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2 Messages

a month ago

Hi hermionexia,

I'm having a very similar problem.  When I check my number port status it is "Confirmed".  The AT&T rep says my activation is complete.  But I cannot log into/create an online account, and my phone says "Invalid Sim Card".  I've requested again for my phone to be unlocked by boost mobile and I'm waiting on confirmation from them.  Right now I can't tell if the problem is due to Boost or an incomplete AT&T activation.  Did you ever resolve your problem?  How did you resolve it?

 

 

 
lizdance40

New Member

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78.1K Messages

a month ago

@jmonty 

 I'm having a very similar problem.  When I check my number port status it is "Confirmed".  The AT&T rep says my activation is complete.  But I cannot log into/create an online account,

You should not need to create an online account.  Its created automatically.  Login At paygonline.com website is with your 10 digit number.  

 

and my phone says "Invalid Sim Card". 

That may indicate your phone is locked.   

I've requested again for my phone to be unlocked by boost mobile and I'm waiting on confirmation from them.  Right now I can't tell if the problem is due to Boost or an incomplete AT&T activation.  Did you ever resolve your problem?  How did you resolve it?”

Did you give at&t your order number when porting your number?  

 

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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