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bluehearted4you's profile

New Member

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2 Messages

Monday, May 15th, 2023 12:34 AM

Unable to sign into my account due to someone stealing old device

Someone stole my Apple iPhone 7 plus so I bought a new device and in order to transfer my account to a new one I have to be able to sign into my account but I'm unable to I can't talk to a person for some reason probably because I can't sign into my account and this isn't helpful to me at all. All I want to do is talk to a person so I can transfer to a new device it shouldn't be this complicated

Accepted Solution

Official Solution

ACE - Sage

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118.3K Messages

1 year ago

You will have to go to an AT&T store to prove your identity and have a new SIM card made for your old phone number and account. Make sure you bring at least one picture ID.

New Member

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2 Messages

1 year ago

I actually went there and tried to do that and they told me that unfortunately I just kind of lost my account due to the fact that it says customer prepaid or prepaid customer for my legal name so I guess I'm just kind of screwed from the way it sounded or are they just not sure what they're referring to?

ACE - Sage

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118.3K Messages

1 year ago

If you're prepaid account does not identify you by name online, and just says prepaid customer then no one owns the account and they can't restore it for you. It's too bad you'll have to start over with a new number I hope there wasn't much tied to it

Make sure when you open a new account that you use your ID and that your name and other information is in your online account so that you can prove it's you. 

And log into your account on a regular basis to make sure that all the information is true and correct

This would make sure that you can recover your account if anything like this happens again

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