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Tutor

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3 Messages

Fri, Jul 19, 2019 2:53 PM

AT&T won't send security code to allow me to log in

I have had this problem for 5 months!  I have always been able to log in to my account.  But starting a few months ago, I get a security page that says "Let's double-check that its really you".  So it asks where to send my code.  I check my phone number.  And a code never comes.

 

I have called AT&T at least 4 times about this.  Every time I get transferred around, the CS rep tried to reset my code, reset my password...still nothing.  I have spent at least, collectively, 4 hours on the phone dealing with this.

 

I have tried with different computers, different browsers, using the AT&T app, etc.  It all re-directs me to the"lets check if it is you.." screen, and I do not get a text message with a code.

 

There is still an outstanding service ticket btw.  I know because when I called last month, the rep said "Oh, I can see there's an outstanding service ticket on this."

 

You are a COMMUNICATIONS company.  My banks, CC and other online accounts can text me a code with no problem.  But my communications provider?  Nope.

 

I cannot pay my bill online.  I cannot see my account online.

 

Do not tell me to reset my password.  Been done by AT&T at least 6 times.  Cookies and web browser not the problem.

 

Please fix this.

Responses

Brand User
ATTHelp

Administrator

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108.4K Messages

7 months ago

Hello @fraziersims,

 

Allow us to assist.

 

What type of device do you have? Some devices have specific settings in the Message section that may block certain short codes. If you see anything that involves blocking non-standard telephone numbers, then uncheck it. The device type will let us know what settings you can check.

 

We look forward to your response!

 

Collin, AT&T Community Specialist

*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.

Tutor

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3 Messages

7 months ago

iPhone. With AT&T.

I’m able to receive codes from other institutions such as my bank.
Brand User
ATTHelp

Administrator

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108.4K Messages

7 months ago

Hello, @fraziersims,

 

Let's take a look at this. Which sites can you not receive verification codes from? Do you have the same issue when you use their apps? Which model iPhone is this?

 

Thank you!

 

James, AT&T Community Specialist

*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.

Tutor

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3 Messages

7 months ago

I have an iPhone 8+

 

It is Only AT&T that I cannot receive a verification code from. I have not been able to log on to my account in over 5 months because I can’t receive this verification code. 

 

It is not not my phone settings - I’ve tried to get a code sent to al other 5 phones connected to my account, 2 of them Samsung. None of our phones receive the account verification code. 

Contributor

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1 Message

3 months ago

I have the same problem.  Both on my computer and my iPhone 8.  No, it is not the sms settings.  It's the fact that ATT won't send a code.  You need to have someone in IT look at this

Contributor

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1 Message

3 months ago

I have the same problem.  Can't log in to see my phone bill.  Code never comes to my phone.  I've tried logging in on a desktop as well as on my iPhone 8.  Doesn't matter.  No code sent.  Very frustrating!

Contributor

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1 Message

3 months ago

I had the same problem, just checked my blocked phone numbers and found some short numbers that weren't regular phone numbers...unblocked those and it came through just fine now...

New Member

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3 Messages

I don't have any short numbers blocked, but still have same problem. I am on AutoPay, so every month I get text of bill payment, but can't get a code for security verification to log into my account on a computer.

Contributor

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2 Messages

3 months ago

Same here, They should have an option to get this code via email too.

New Member

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3 Messages

1 month ago

Same problem.