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scalene's profile

Tutor

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3 Messages

Mon, Jun 4, 2018 6:08 AM

Forgot username + password + contact email and ZIP code not working

So I forgot both my username and password on my AT&T... I get email updates from AT&T on two separate addresses, but neither worked as my "contact email" (I'm being contacted on those emails so at least one of them should work? I don't know. Also apparently I used one of them to successfully reset my password 2 years ago). So when tried to use the option "forgot my contact email", I'm prompted to enter my phone number / account number and billing zip code (I have all of those). Now when I enter those, I still get denied (Error message: We can't find the information entered in our records). My theory is that the zip code doesn't work because it's international (my dad from outside US is paying my bills). I already tried using 00000 as the zip. How do I access my AT&T?

Tutor

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3 Messages

3 y ago

After several hours of trying to fix this problem, and I discovered that my user id, password, emails were all correct and the my AT&T log-in simply doesn't function abroad (I'm currently outside of the US). Once I used a VPN assigned to a US IP I was able to sign in using my credentials and navigate the portal. This issue was brought to the attention of AT&T community members years ago and it's absolutely shameful that AT&T customers who are abroad have to deal with such technical bull. People have better things to do with their lives then trying for hours to log in to their cell providers website using their correct credentials. This is very poor customer experience. When I return from abroad, I will not subscribe to AT&T. For charging so much money for wireless, AT&T can sure afford to at least make their online resources functional.

ATTHelp

Community Support

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176K Messages

3 y ago

Hello there @scalene,


Accessing your account and our website should always be reliable. I am sorry to hear it’s causing you trouble. I am here to help!


We do not intend to purposefully limit or block your access, especially being outside of the US – I completely understand how urgent this is! We have identified problems with logging in or access to certain account content.


Many others are experiencing what you’re describing or worse. At this time, we are working as quickly as possible to resolve this issue for oversea users. I appreciate you’ve provided feedback, I will be reporting it to the trending problem.


Should you continue to experience anything unusual, please feel free to get in contact with our international customer service at 001-314-925-6925 they’re toll free.


We are always here to help. Please let us know if there’s anything else we can do for you!


Zach, AT&T Community Specialist

Tutor

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3 Messages

3 y ago

" At this time, we are working as quickly as possible to resolve this issue for oversea users." Yeah yeah yeah. AT&T gave the same exact answer to this question years ago. Your webdesign team should at least put a warning header in the my AT&T login page that the website may not work properly abroad - so people like me can avoid wasting so much time, which cannot be compensated. Also, I have compromised my account information and credit card by using a 3rd party VPN add-on and I don't think AT&T could compensate me for that either. This whole case is absurd and no paying customer should have to deal with this.

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