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New Member

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2 Messages

Tuesday, October 26th, 2021 3:15 AM

HELP! Mobile hotspot device not receiving temporary pin and password

After activating my new Turbo 2 I have to set up an ATT prepaid account to add service and manage my account. After choosing the new user option it asks for the mobile number. I enter the phone number assigned to my hotspot but do not receive the sms message for the pin or password therefore cannot proceed with my account creation

Accepted Solution

Official Solution

Community Support

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231.3K Messages

2 years ago

Hi @Garrettr499! Let's address your Temporary PIN inquiry!

 

Please power cycle your device to reset your device and receive your temporary pin or password. Lastly, Confirm Your Hotspot Number by going to Home > Device Information >Phone number (at the bottom) and check out the messages on Home > Messages.

Additionally, if you already have an account, but are unable to sign in, please choose forgot password.  If you are unable to reset your password, it may be due to not having an email address on file.  In this case, as @xmetal mentions below, you would need to visit one of our AT&T Stores to have one added to your account.  Please note, you will want to visit an AT&T Corporate store, and not an Authorized Retailer location. 

To determine if it's an Authorized Retailer, or a corporate store, simply choose the tab for "about" when you search for your store location.  It will tell you if it's an Authorized Retailer.

 

Let us know of this helps! Thank you for reaching out to the community!

 

Rhoda, AT&T Community Specialist 

(edited)

New Member

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3 Messages

2 years ago

I also had this problem and now I am locked out of my account

New Member

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1 Message

10 months ago

This is a known issue which has still not been resolved

Contributor

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11 Messages

10 months ago

This is clearly a hole in the logic for setting up a prepaid account.

To restate and clarify the issue for the employees, the hotspot itself is fine.


When we go to manage our account at https://www.paygonline.com the "Forgot Password / New User" option asks for our device phone number, which is the phone number from our SIM installed in the hotspot device. We input that, and request either a password or pin. However, because the device is a hotspot and not a phone, and we don't have an email address associated with the account yet, we cannot get the temporary password and therefore can't setup a new account. While my device has a "messages" section in it's admin screens, nothing ever appears there.

We need to get a temp password in some fashion so that we can setup our prepaid account access, to pay our bills, add on data, etc.

New Member

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4 Messages

9 months ago

I am having the same problem. I have called, been told to go to a store and the store said they cannot help me and that I need to call. When I called again, they told me to go back to the store and call back. You can’t even contact an agent without navigating the automated line like a rubix cube. This is absolutely ridiculous. I have had the device less than a month and ran out of data. I wanted to add more but cannot simply make a payment to get more without logging in. The money paid will just sit there because there is no function for it to be associated with an “add-on”. Although I set up the account when I first got the device I forgot the pin/ password so I’m not locked out. You cannot get a pin texted to a hotspot. No one will help. They all say they cannot access the account without a pin. The “technical support” option doesn’t connect you with a person. It literally just tells you to go to the website and reset your pin! This is a really bad product with even worse customer service. 

Contributor

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11 Messages

9 months ago

@Mmh09  The key is that you need to make sure that your account has an email address attached to it. I had to go to the store and they were able to add one associated with my account and hotspot phone number. After some amount of time (the process does not appear to be instant, I happened to check a few weeks later....) I was able to use the paygonline.com site and do the new user sign up and got the temp password via the email. I requested both the password and pin resets and was able to get all that set properly.

That seems to be the only route to take. If you are new and setting up a hotspot with pay-as-you-go, do not leave the store until you make sure you have an email address on the account.

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