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Contributor

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2 Messages

Sat, Apr 20, 2019 8:49 AM

At&t prepaid website error message

Hi

I am currently travelling overseas and can not login to the prepaid website to make a minimum payment to keep my account active. I was advised by AT&T when leaving overseas for 6 months to go on the 25c per minute plan to keep account active and make minimum payment then use the credit balance for a monthly plan on return in June. (note we are not using the AT&T sim card during our travels)

 

Have had no issue each month from December to make the minimum $10 payment but this month error message (can't sign in call 611) comes up. 

If payment is not made by 21st April the account expires and the $70 credit balance is lost. Rang twice from overseas to customer services and not resolution.

How can I make a payment to our number to keep active and system said if not topped up by 21st April it would expire?

We are in France is there a email or similar AT&T contact we can use so not to incur any more expense?

Thanks for any help

Geoff 

 

 

Responses

Accepted Solution

Official Solution

sandblaster

ACE - Expert

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36.1K Messages

a year ago

Surprising to hear you were able to login from outside of the US. Most customers report that never works. Another option is to call and refill by phone. Just FYI, a $25 refill is good for 90 days.

Support for travel abroad

FREE from mobile phone
+1.408.962.1025

Available 24/7

 

 

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*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.

Accepted Solution

Official Solution

Brand User
ATTHelp

Administrator

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114K Messages

a year ago

Hi, @jarallis,

 

We'd love to help with this. As mentioned upthread, your best option for customer assistance on prepaid when outside the US is to call +1.408.962.1025. When you call from a wireless device, let them know you need a callback so you won't be charged.

 

Have a great week!

 

James, AT&T Community Specialist

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*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.
QuarryRye

ACE - Master

 • 

3.2K Messages

a year ago

AT&T doesn't offer service overseas, so the AT&T website is not accessible outside the country. The options are to have someone in the US make the payments for you or let the service and your number lapse.

**Disclaimer: I don't work for AT&T, have never worked for AT&T, and have never been compensated by them in any way, shape, or form**
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.

Contributor

 • 

2 Messages

a year ago

Thanks for the advice. Not sure how we managed to refill over the website for 3 months prior and in 3 different countries until it all stopped working in april?

Anyway now have way to refill and need to talk to AT&T when we get back in June as plan to travel again next year and want to put our sim card on hold for 6 months so it doesn't cost us or lose our number.

 

Thanks again all

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