Need help understanding your bill?

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Tuesday, October 6th, 2020 7:27 PM

How can I get AT&T to reset my online account?

Somehow I cannot do anything in my online account. All that's there after logging in is my account # and personal profile info, but otherwise the site seems broken. And its been like this for over a year, not just a temporary webpage issue.  Can't see what the current charges are and when they are due. Can't make any payments. It seems like a glitch or a very old webpage. They will not send me paper billing either, even though the customer service rep told me to update my address online and they would send the paper bills. (I was able to update my address but haven't seen a paper bill, its been almost a year.) I was getting paper bills unil I moved, but with an address update, they still won't send it now. I would prefer to just use the online account but they couldn't be bothered to help me with this issue, whatever the glitch my be. I seem to be stuck where they won't do anything to fix the online issue with my account, won't reset it, and won't send paper bills in the mail. Has anyone had this type of issue and figured out a fix? Thanks,

Community Support


229.7K Messages

3 years ago

We can definitely help you access your account, @whatdidyouexpect

Not having access to your bills can be frustrating so we'd like to turn this around for you as soon as possible.

Do you have AT&T Wireless plus other service like TV, or internet? We suggest trying to change or reset your sign-in password using a browser instead of the app to gain access. From the sign-in page select Forgot password, enter your User ID and last name then follow the prompts to finish up.

Please give it a try, and post back to let us know when you're in. Thank you!

Keny, AT&T Community Specialist

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